I like that this is a great platform to have all your chats in one place. It's very user friendly and has many useful features. As a customer service rep myself, I can say that it is a great tool to have in your arsenal. The training is also very helpful. There are still some functions that aren't as intuitive to use as they should be.
For example, when you're adding a new contact, it isn't easy to find where to add an email address. They could improve upon the UI and design. I highly recommend