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Customers can simply message specialists using this service rather than posting the same question on dozens of forums, which makes it much more simple for them to get their questions answered.
We find it a bit inconvenient because the messaging conversations can not be connected to our team's working chat on Microsoft teams.
Our marketing team has benefited from it since it enables us to communicate with clients on a worldwide scale through text messages, video chats, and not just phone converstaions.