The user interface is easy to use and intuitive. It's also pretty good at being able to find what you are looking for when it comes time to search for something. I would like to see more integrations with external services so that we can do things like integrate with Zapier or Slack to automatically sync messages into the system. We have been using this since 2013 and we've never had any issues. I think it's great that they have continued to improve and add new features over the years. Being able to easily track all of our communications with customers makes it easier to keep track of them.