I like how it's user friendly for both my customers as well myself! It has made our jobs so much easier when we are out at stores or events doing customer service work!! There isn't anything i dislike about this software but if there was something specific then maybe they could add more features? Just keep using what you have now because its working great already.
We've been able solve problems/ issues right away instead waiting days (sometimes weeks) before submitting them via emailing into another program which takes forever sometimes haha.