I used them to answer questions for my clients who were customers of one business that had problems with another, so they never knew which provider was best or how their issue would be solved when talking over phone about it! It's great because you can get feedback from your customer in real time - not after-the fact like other providers offer if there is an email account associated w/their service (which many don't have).
The software needs some work; sometimes hangs up unexpectedly while trying calls out at certain times during day but this may just me being impatient & ; calling too soon rather than waiting until later as intended by system design? There are better options available now without having access only via computer screen instead using live chat option offered thru website itself, etc., especially considering low cost compared to others listed here.