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emailtopia Helps OpticsPlanet Provide Exceptional Customer Service
September 25, 2009 – Toronto, Canada

emailtopia has again demonstrated its remarkable ability to help organizations provide exceptional customer service year after year. OpticsPlanet Inc., the leading supplier of sport optics, tactical and military gear, binoculars, microscopes, telescopes, riflescopes, and sunglasses, has been using emailtopia’s Response Manager for over five years. Response Manager’s unique features have helped make outstanding customer service a key point of differentiation for OpticsPlanet.

Based out of Northbrook, Illinois, OpticsPlanet’s revenue has grown by 360% in the last five years, allowing it to become one of the top 200 online retailers in the United States. “Rapid growth in the retail sector requires exceptional customer service. For online retailers, an essential part of the customer service equation is fast and effective email response. OpticsPlanet’s use of emailtopia’s Response Manger has been integral to our company’s success,” said Pavel Shvartsman, President of OpticsPlanet.

As OpticsPlanet’s business has grown, Response Manager has been there to manage the corresponding growth in email inquires. Central to OpticsPlanet’s use of Response Manager is the ability to organize emails into group mailboxes. In Response Manager, when emails enter a group mailbox they can be assigned to individual agents who take responsibility for resolving the issue. This functionality increases agent accountability for their replies, and allows for a more personalized interaction with the customer. “As the volume of email we receive from customers has grown, we’ve needed the efficiency of a group mailbox system that allows for our responses to have a personal touch. The ability for our agents to be directly assigned emails from the group mailboxes in Response Manager allows us to do this,” says Mr. Shvartsman.

emailtopia is proud of its contribution to OpticsPlanet’s long term success, and the success of other companies that strive to offer first-rate customer service. “OpticsPlanet’s successful use of Response Manager is a prime example of what our software can do for a company”, says emailtopia President, Mike Senechal. “Great customer service is a necessity in today’s marketplace, and more and more that customer service is conducted via email. When your customer service needs are taken care of, your business is ready to grow.”