What does the company do well? Their own support is on point. They respond to Bug Reports and Feature Requests. The way FAQs are presented is beautiful. The ability to have multiple chat channels is a plus. Push Notifications work as expected. Analytics and autoresponders are useful.
What does the company not do well? Mobile App functionality for agents is limited. Formatting of response and FAQs goes wrong often (blank lines are trimmed). Smart Replies don't show up on the Mobile App, agents can't edit user information for new requests using the mobile app. Can't assign multiple labels to a conversation.
What do you wish you had known about the company before using? Nothing, as such. I took the product for a Trial period, got a thorough walkthrough, compared it against multiple competitors, before finally deciding to go ahead with it. So I had a good knowledge of what works and what doesn't. There weren't any surprises later.