I think we've been using it since day 1, when they first brought in this service! We had no problems at all with their implementation or customer support - the entire experience was excellent. A few years ago there were some issues around file sizes being too big but that seems like those are sorted now because our filesize limit has increased significantly over time. If you're interested in having your email address protected & stored for future use then give them a try!! It's easy enough that non techy people can easily understand how to do things which makes my job as a CSM so much easier! I like that it is very customizable, as well as easy to use. It also has all of our CRM data in one place so we can easily pull up any relevant information for contacts without having to look through multiple systems or spreadsheets. It would be nice if they added more fields such as notes, phone numbers, etc. We are able to keep track of both incoming calls and emails from customers, as well as follow ups with those who need additional help.