The ability to have multiple users in one system is great! It's very user friendly for all levels of experience from novice through expert level. I do not like that it has so many features but you can't customize them as much with other software packages such as Salesforce or Hubspot. If your looking into creating an integrated solution between email marketing/CRM and customer service then this program will definitely fit nicely within those platforms. We are solving our issues around a unified platform across sales & support teams.