I am using this tool in my organization for solving customer queries, it's working great! Their support is also very good as i have faced almost all of them while installing their product or any other customization which was required by us. There are many features available but pricing structure can be improved further so that everyone won't feel like they cannot afford this service. The main use case here will help you solve your customers' issues instantly without taking much effort once its integrated into salesforce. And we didn't face such problems until now since integration has helped us resolve most cases within few clicks only!! The ease of use, its intuitive interface and its ability to scale up as your business grows is what I like best about this tool. It's also very flexible in terms of what you can do with it. Sometimes there are minor bugs that need to be resolved but nothing major. We were able to create an app that was more interactive than we had originally envisioned. This allowed us to gather data faster and improve our product and service.