The best thing about this tool is its ease of use which allows even people with no technical background to have easy access into it! There's nothing I dislike really but that would be if they don't improve their customer support service or maybe release some more tools for free like an integration between salesforce/outlook etc..
This software has made my life easier when dealing with customers so far and i'm sure there are still things we can do better by ourselves though sometimes you need help from professionals who know what your business needs most outta all these softwares available online now days :) When using SalesForce + Outlook Integration - just make certain both systems work well together because otherwise users will feel confused (which happens quite often) since emails go missing here too :).