When a customer emails you to ask a question, what's your first instinct? Probably not to pick up the phone, but rather to hit "reply." Shooting a quick email off with a pricing quote or sending an answer to a question is now the mainstream. Email has evolved into a the standard mass communications tool, a decade ago, just 15% of adults in the US went online, today, 63% of the population logs on to do a myriad of tasks from email to IM'ing, to booking trip reservations (1) Documents aren