I like that it is easy enough so anyone can use, but also has some advanced features if you need them such as customizing different types of notifications (email vs SMS). It's not cheap at $99 per month unless your business volume requires more than one user license which could be costly depending upon what services are used in each instance. We have been able solve our customer service needs with this software by being notified when customers call about an issue or ask questions via text message/SMS notification allowing us respond within minutes rather then hours/days sometimes!