It's easy for customers who don't have computer experience or internet access; it also helps us keep track of our clients' information so we can contact them when they need help! I wish there was an option in which only one person could use at once instead having two people work together would be nice but not necessary since this works just fine as long as everyone has their own copy/password protected account (which makes sense).
We are able solve customer problems without needing physical presence in office.