The best part about gobiggi is that we can see all of our comments in one place so it's easy for us as an admin team member (and also for employees) when responding or posting responses! We have had issues with Google ads at times but they do respond quickly if you reach out via email within 24 hours!! They are always willing/able work through any issue very fast once notified.
There aren't really many downsides besides maybe not having more features like other platforms such has Wordpress does? I think this platform works well enough considering how much business was lost because people were leaving bad feedbacks without even knowing what their problem actually was - which resulted them just quitting the site entirely rather than fixing anything themselves due too lack awareness / knowledge etc.