What do you like best?
That self service can be increased by having an online knowledge for users.
There is the out of the box component, Snap-in Chat, to easily add chat to your community
Reduced wait time and customer service cases due to the online help
Increased connections with customers and partners with the online community
customers and partners can connect and help each other with chatter and chatter questions
Custom themes let you easily brand your community with your own look while still using templates
What do you dislike?
That templates are still changing and that things can break on new releases
The CMS connect is not very easy to setup and is still in it's early stages so that sharing branding and blog posts is difficult
Having a custom theme requires a developer that knows lightning to develop
Not all out of the box components work with all standard objects
Recommendations to others considering the product
That you do proper requirements gathering, don't try to roll out everything at once, do your releases in phases, keep in mind that salesforce has new features coming out
What business problems are you solving with the product? What benefits have you realized?
Self Service --> . Long customer service wait times are reduced by having self service
Channel Sales Coordination --> Partner Sales can be submitted via the community allowing for deals to be worked jointly via the community by both the partners and the internal team
Pre-Sales --> Connecting with prospect is easy via chatter, they are able to see your product and the benefits of it from actual customers in the community, showing them actual value from users vs just a sales team.
Account Management --> Existing Customers can manage their account details in a community vs having to call customer service or an account manager every time, saving the sales team's time for more sales increasing revenue
Evangelists --> Able to create brand evangelists that push your brand for you within your community to others, showing the benefits and helping others with their problems vs having customer service, creating the concept of a community of users