I like that it's easy for me to log into my account online or via mobile app. It makes tracking customer service issues very easy! There are some features i would prefer not be there (ex. no option for audio recording). I think this is an excellent tool to have at your disposal if you want any way of knowing what customers are saying about their experience with your business. We've been using it since we launched our small business almost 2 years ago now and haven't had any problems so far. Customer satisfaction has increased significantly which is great because we know that they're giving us good reviews when they do come back.