The system is quite flexible and allows us to connect with our customers via multiple channels. Customer service is very responsive and helpful. It's been a while since I used it but when we needed support they were there for us. You can't get anything wrong by using this product. We use it as a customer communication tool and it does its job well. We have not found any downsides to the product. It has allowed us to stay connected to our customers and provide them with customer service options that fit into their day-to-day lives.