I like the fact that you are able to add pictures to each story so they become very detailed, something we were missing before this tool was made available.
It's difficult for new users to understand what all the buttons do but once they get the hang of it it makes creating stories much easier than having them coded into an app or website. Also there has been great progress with improving functionality when adding new features to stories such as adding different media types, allowing us to share links directly through the platform, etc. We use Storyline for customer service purposes by taking surveys and sending feedback to customers which leads to better future products.