I like that it's easy for non tech people too use! It helps me keep track if my customers are contacting or texting/calling vs emailing etc..
The only thing i wish was different would be maybe some additional features (like being able to add multiple emails) but other than this its great!! Helps our business stay organized in terms having all communications with one place as well makes customer service easier when someone calls we can put them straight through instead just taking time out from what they're doing at work.