I like that it allows us to post in multiple languages, have all of our customer's information up front for easy sorting through, easily track conversations internally as well as externally. Not much really but they do offer some add-ons such as video calling / web conferencing if needed. It also does not update fast enough after you've written something which can get annoying especially since there is usually an option to "save draft" right before writing anything and then once back at my desk