The ease of use with our own API integration, and the ability to have multiple people in a conversation. Our experience has been that it does not do video very well, and is more like a messaging app than an actual collaborative workspace. I would also say that the software can be slow and buggy at times. We have used this tool for internal communications and for client interactions. We have found it useful for both, but the best feature is our own API integration which allows us to tailor the user experience to be more unique to us.