"...I like to think of our customer service operation as having two eras: pre-Emailtopia, and post-Emailtopia. Pre-Emailtopia, our customer service agents struggled to respond to emails within five days. Our management team had absolutely no oversight. We had no ability to see how far behind the agents were, whether the agents were providing accurate answers, nor what types of questions our customers had.

Post-Emailtopia, our agents are answering all emails within a day, or two at the most. The quality of their responses has skyrocketed, due to our ability to review their replies and give them specific feedback when a reply is incorrect or can be improved. The category reports have enabled us to identify the types of questions our customers ask, and we can improve these areas of our operations to reduce the need for customer support.

Emailtopia has been remarkably responsive, providing excellent operational and technical support whenever we've needed it. The Response Manager software, one of the most robust in its price range, has proved very reliable, which is vital for our 24-hour a day, 7-day a week operation."