I like that it is easy to use, has great customer support (both live chat & email), allows me access from anywhere with an internet connection - which makes life easier for my business! It's also very cheap compared other services out there so you get what you pay for in terms of service quality as well :) The fact they are constantly adding new features/integrations keeps things fresh too.
There really isn't anything bad about this software at all; however if your looking into more than just one feature then maybe look elsewhere? We're using listen lt mainly because we wanted something where our customers could easily find us online without having to search through google or facebook etc. This helps them feel 'at home' when visiting our website / page rather than searching around their phone trying to figure out how best reach us. Also being able to have multiple teams within 1 account means everyone can work together seamlessly even though working remotely.