Smith.ai

BACKGROUND

Please describe your company and your position there.

UpperCrust Laundry is a pick up/drop off company that handles laundry for businesses and private residences. I am the co-owner of the company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Smith.ai?

I hired Smith.ai to handle calls for our busy office. We have all types of clients calling us from businesses to private residential clients to people in hotels and B & B establishments.

What were your goals for this project?

My goal was to have a company that was equipped to handle our calls and to ensure that not one call or potential client was missed.

SOLUTION

How did you select this vendor?

I found Smith.ai via a Google search.

Describe the project in detail.

They started handling our phone calls about 3 years ago and are ongoing. They deal with spam calls. They book us for new clients and they answer a ton of questions for potential and present clients. They are very fast in taking notes and sending me the results.

What was the team composition?

They have quite a few agents who answer the phones and each one is terrific. They all bring their own strengths and personalities.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

I've gotten many new clients as a direct result of Smith.ai. People call and tell us how impressed they were with the agent who answered the call. Recently a man called and said that as a direct result of the agent who answered the phone he decided to use our company.

How effective was the workflow between your team and theirs?

They answer my calls daily so the work flow is continuous unless there is a holiday.

What did you find most impressive about this company?

What I find most impressive is the fact that when I share a concern, they immediately deal with it and get back to me on how they resolved it.

Are there any areas for improvement?

I'd love for their agents to not feel like they have to know the answer to every question a potential client throws at them. It's okay to simply take a message and let them know that a manager will return their call.

BACKGROUND

Please describe your company and your position there.

I am the Managing Partner of The Hull Firm LLC, a general law practice in Athens, Georiga.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Smith.ai?

I initially hired Smith A.I. for the virtual receptionist services when I needed to expand without incurring the cost of a new employee. The service worked so well that look into the other services provided by Smith and switch my phone services to KeyPad.

What were your goals for this project?

I needed to make sure that as we expanded, we never missed a telephone call and the attorneys and paralegals were not tied up scheduling consultations instead of working on cases.

SOLUTION

How did you select this vendor?

I heard reviews about Smith AI from other attorneys and decided to give them I try. I was not disappointed.

Describe the project in detail.

We expanded our practice by added practice areas and beginning an aggressive marketing campaign. I contracted with Smith to answer each incoming call, collect the payment, and schedule consultations.

What was the team composition?

They have endless paralegals who all seem like the work in our office.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Smith AI has been a tremendous time saver for my firm. The organization and description of each call also helps to make sure that we don't miss important message details.

How effective was the workflow between your team and theirs?

Working with Smith A.I. has been amazing. Even though we are on different coasts, I've never had a problem getting someone on the phone to change workflows or instructions.

What did you find most impressive about this company?

Their commitment to customer service keeps me coming back.

Are there any areas for improvement?

I wish they did everything so I can contract with them

BACKGROUND

Introduce your business and what you do there.

I’m the owner and attorney at law for Chestnut Hill Legal.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Smith.ai?

Since I’m a one-person business here, I hired them to handle incoming calls from potential and current clients.

SOLUTION

What was the scope of their involvement?

To start, they sent me some targeted questions for me to answer. From that, they put together a script for these calls. They handle new client intake as well as routing my current clients' calls to me. They also take messages and send them to me, lessening the burden of having to take all the calls myself. 

What is the team composition?

Around 5–10 different receptionists handle the calls. 

How did you come to work with Smith.ai?

I was searching Google for this type of service. I evaluated several virtual receptionists and came across Smith.ai and liked their website. They also gave a good presentation. 

How much have you invested with them?

I spend around $200 per month since I’m on a certain tier and am charged for additional calls. 

What is the status of this engagement?

We’ve been working together since June 2018 and our engagement is ongoing. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

I get a lot of great feedback from clients about their interactions with Smith.ai. The conversion rate from potential clients is about 50%, which is really great and can be attributed to the good first impression their team leaves. 

How did Smith.ai perform from a project management standpoint?

Whenever I’ve had a question or an issue, even though there have been few to speak of, they all take care of it right away. Typically different people are in contact with me, depending on who is available. All of the scheduling is done through Calendly, so the appointments appear on my calendar, which is great.

What did you find most impressive about them?

Unlike a lot of vendors, they don’t have a complicated online dashboard that I need to monitor. Whenever I need a change, I can go directly to Smith.ai so it’s entirely hands-off. The number of receptionists is great because they really get a sense of my business by handling multiple calls. The ROI is astounding considering the amount of work they’ve brought in for me. 

Are there any areas they could improve?

Nothing springs to mind. I’m really happy with their services.

Do you have any advice for potential customers?

Be kind to the receptionists and give them feedback when they do well. Our positive relationship is partly due to the continuous feedback I give them. Their job is difficult, so be willing to be patient and open about your process with them—they’ll learn really well that way. 

BACKGROUND

Please describe your company and your position there.

I am the principal attorney of a small law firm.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Smith.ai?

We use Smith.ai to answer our telephones when we are in meetings or out of the office.

What were your goals for this project?

We wanted callers to be treated courteously and have the comfort of speaking with a real person rather than leaving a voicemail message during business hours. We wanted the receptionists to gather certain minimum information during each call.

SOLUTION

How did you select this vendor?

This vendor was referred by another attorney that I know who is a client of Smith.ai.

Describe the project in detail.

I spent very little time looking for a solution. The recommendation from another attorney who uses them was good enough for me.

We have coverage Monday through Friday until midnight during which time a live person answers the phones for us when we are not able to. They know which calls to immediately pass through or hold, what basic information we require.

What was the team composition?

We were assigned a point person to handle the onboarding process. After we were onboarded, we received a "drip" of successive emails providing helpful hints on getting started and how to obtain support in the future.

Now, calls are being answered on a timely basis and callers experience the sense that we have a full-time receptionist that often works late.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Calls are answered reliably and courteously. The information we need is always obtained. Callers do feel like they are speaking with our office, judging by comments I receive later such as, "As I mentioned to your secretary . . ."

I am glad. This is the effect that we wanted. It helps to be able to go into meetings or out of the office without having to worry about who will answer the telephones.

How effective was the workflow between your team and theirs?

Super easy. They are very helpful and responsive. We can email them any time we have a special request, such as holding all calls without exception, or who should be on the exceptions list.

What did you find most impressive about this company?

I was impressed with how easy this was to implement and how affordable their services are. I wish I had done this sooner. I had been worried about that the most before going down this path.

Are there any areas for improvement?

I can't think of any.

BACKGROUND

Please describe your company and your position there.

We are a trademark law firm that focuses on counseling business owners on how to protect their catchy business names, logos, and tag lines through trademark registrations.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Smith.ai?

Virtual receptionist services.

What were your goals for this project?

I wanted clients to be able to speak to a live person during business hours. I wanted to provide better customer service to my clients.

SOLUTION

How did you select this vendor?

I researched and read online reviews of companies that provide this type of service.

Describe the project in detail.

Having a virtual receptionist has made my life easier and provides me with a sense of ease knowing I have someone there to assist my clients initially, whenever I am away from my desk.

What was the team composition?

They have excellent staff that provides 24/7 coverage.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

It saves me a lot of time and money.

How effective was the workflow between your team and theirs?

They connect with me directly via email at least once a week to see if my virtual receptionist needs are being met.

What did you find most impressive about this company?

They are very professional, well organized and provide excellent customer service.

Are there any areas for improvement?

I cannot think of anything at this time.

BACKGROUND

Please describe your company and your position there.

I own a family law firm with a large number of callers daily.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Smith.ai?

Smith answers the phones for us and they are our first contact with clients.

What were your goals for this project?

Increase client's access to our company and make them feel heard without having too many bodies in the office or having to manage schedules for others.

SOLUTION

How did you select this vendor?

I spoke with a number of other services before hiring them and did substantial research. They were more readily able to operate within my workflow.

Describe the project in detail.

They answer the overwhelming majority of calls to my office and answer basic questions, as well as screen away non-ideal clients.

What was the team composition?

They have a rotating team of receptionists that answer the phone.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We sometimes get compliments on how nice the receptionists are. Smith also worked with me to create an ideal answering protocol that works for both of us.

How effective was the workflow between your team and theirs?

Smith has done things better than I ever could do in-house.

What did you find most impressive about this company?

I am amazed that they continue to stall my phones with happy people with a good attitude.

Are there any areas for improvement?

They are constantly improving. They have opportunities to expand services to more completely complement my practice and they are actively working on them- I talk to them occasionally about their pipeline projects and I am optimistic they will continue to grow in a direction that serves my firm.

BACKGROUND

Please describe your company and your position there.

I am the Membership and CLE Director for the Memphis Bar Association.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Smith.ai?

We do not have a full time receptionist and receive large amounts of calls from the public seeking legal advice. The Chatbot has significantly cut down on our call volume. In addition, the Chatbot has some excellent customizable features that are beneficial for our members too.

SOLUTION

How did you select this vendor?

We initially started the relationship as an affinity partner for MBA members. Upon learning more about the product and receiving continual follow up and customer service, we decided to try it out for ourselves!

Describe the project in detail and what their cost structure looked like.

We were looking for a customizable solution to cut down on significant call volume from the public and a useful tool for members with simple questions.

RESULTS & FEEDBACK

How would you describe/assess the quality of their work?

The team has been great to work with! They're easy to get in touch with and always there to answer questions!

What impressed you about their services?

• Customer service
• the product itself
• feedback from our members

Are there any areas for improvement?

We are looking forward to the Chatbot being trained further to answer our members' questions.

BACKGROUND

Introduce your business and what you do there.

I’m the founder and managing attorney of K Bennett Law LLC. we’re a virtual trademark and business strategy law firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Smith.ai?

I was growing my business and scaling my team, but I knew it was very important for my clients to be able to contact someone with their questions and needs. When I first started, I was a solo attorney so I hired Smith.ai. to help support and manage these needs.

SOLUTION

What was the scope of their involvement?

I use them as an extension of my team, so they serve as a communication touchpoint, handling outbound and inbound calls along with our chat feature. We had an onboarding process and ran through the various parameters for the calls. We iterated on the drafts and ran some test calls before getting them started. 

They handle the incoming calls to my business and follow-up as needed so we have a consistent brand across our communication with my clients. If I’m in meetings and can’t make it to the phone, they schedule a lot of my consultations and client calls, too. 

What is the team composition?

I’ve met some of the core team at Smith.ai, but I’m not sure exactly how many people are working with us. 

How did you come to work with Smith.ai?

Since I’m a huge supporter of building a tech-forward business, I started looking for providers I could delegate these tasks to. I considered a few other providers, but I had heard mixed reviews and didn’t like any of their business models. When I tested Smith.ai and I liked their value-based model, since I don’t do hourly billing, it was a great fit. Everything felt seamless, so I’ve been working with them ever since. 

How much have you invested with them?

I estimate we’ve spent around a couple of thousand dollars. If I ever go over what’s part of my package, I know what the cost will be and I have no complaints about their pricing model. 

What is the status of this engagement?

We’ve been working together since January 2018 and our engagement is ongoing. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

When a call is transferred to me, people always give very positive feedback about their experience speaking with the Smith.ai team. People have spoken about how accommodating and nice they are, which makes me feel good. It’s been very helpful in our scaling efforts. 

How did Smith.ai perform from a project management standpoint?

Their team is absolutely easy to communicate with, whenever I send an email, I know I’ll get a response quickly. There is a portal for me to view the call instructions and see how the team is utilizing them. They’ve been very flexible about adjusting call instructions whenever I need to. The team, overall, has always been looking to support us as a modern law firm, so we’ve had a really great relationship. 

What did you find most impressive about them?

Their level of client service shows how much they care. At the core of their business, they have their clients in mind and their business model keeps them in that spot, so it’s a win-win. It’s been exciting to watch their team grow with mine and see the ways they continue to develop their service. 

Are there any areas they could improve?

It would be nice to have a dedicated person, but I know our team structure is more unique and modern. As they continue to build their portal, I’m excited to see any additional technology improvements. 

Do you have any advice for potential customers?

Ask questions. If you feel like you could be supporting your clients even more, bring on a team like Smith.ai that will bring that same level of support. Do a trial, since you won’t know until you try. If it works for you, keep going and it’ll be seamless. 

BACKGROUND

Introduce your business and what you do there.

I am the CEO of CMIT Solutions of Upper Chesapeake – Columbia, a managed security services provider (MSSP).

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Smith.ai?

We hired Smith.ai to manage the flow of call volume coming in and out. We needed someone to coordinate that side of the business while we were out in the field and to serve as our virtual office assistant.

SOLUTION

What was the scope of their involvement?

They act as our virtual receptionist. Their primary function is handling all our incoming calls, but if there’s a call drop they’ll reconnect and make outgoing calls. They’ve also integrated chat services to our website.

What is the team composition?

I’ve interacted with 5–6 people, but there’s a whole group of great people that answer the phones. 
    
How did you come to work with Smith.ai?

They were at CompTIA, an industry trade show. Their table was across from ours, and we struck up a great conversation with them.

How much have you invested with them?

I invest about $1,800 a month, but the price fluctuates depending on call volume. I only pay for the calls that I want to take. Robocalls, sales spam, wrong numbers—I don’t pay for any of those calls.

What is the status of this engagement?

They’ve been working with us since September 2018, and the relationship is ongoing. I found a partner for life with them.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

The quality of their work is consistent. Regardless of who’s taking the call, I know they're trained well and can handle it professionally. I consistently receive high praise for Smith.ai from my customers and my prospects. I actually have gotten direct business because of the way they handle calls.

How did Smith.ai perform from a project management standpoint?

We have regular meetings and communicate daily, mostly through email. They’ve been wonderfully hands-on with me. I am project management certified, and I think they’ve been pretty spot on with their project management.

What did you find most impressive about them?

They’re just good at everything. The quality of their program, their training, their systems—all are impressive. The fact that their systems are repeatable and scalable is invaluable.

Are there any areas they could improve?

Initially, they relied on a lot of paperwork—giving us a form and telling us to fill it out. That leads to problems in this space. The onboarding process could be a little more personable. But after that little hump, they’ve been flawless. 

Do you have any advice for potential customers?

Make sure you make constant tweaks to your call flow instructions. The only time we’ve had problems arise if when we neglected to update them.

BACKGROUND

Introduce your business and what you do there.

I am the founder and president of a criminal defense law firm in northern Arizona. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Smith.ai?

We were looking for help with voice answering services and chatbot integration.

SOLUTION

What was the scope of their involvement?

I started using Smith.ai for answering services last year. Their answering service integrates directly with my CRM, which was my favorite feature of that product. Eventually, we did bring a lot of that answering in-house with a dedicated employee to handle our call volume. However, if we had some overflow and needed more call capacity, they can do that pretty easily for us. We set it up with our phone tree so that if one of our operators couldn’t answer the phone or if we wanted to schedule it for after hours, the calls could go directly to Smith.ai.

We currently use Smith.ai to manage our chatbot. When a website visitor goes to our website, a pop-up window invites the website user to initiate an online chat with the chatbot. It will gather the name, phone number, and email for that contact. After that, the chatbot prompts the visitor to describe why they are contacting us and what legal problem they have. It helps qualify the leads to determine if they have an issue that we can help with or not. That information also integrates with our CRM through an API and captures all that contact information. 

The chatbot also offers a screening feature where it will ask the potential lead some qualifying questions. If the lead answers negatively to some of those questions, the chatbot will gently inform them that it is not a case we can handle for them. If the lead responds positively to those questions, we still can decide what to prioritize and reach out to contacts with actions already in mind. 

The tool uses a playbook, which is its workflow. It establishes how the chatbot responds to inquiries and what answers to give the website visitor to prompt them for information. A support specialist helped set that up for us. They made some suggestions and did some tweaks to get it right.

What is the team composition?

I’ve worked with Maddy (Head of Growth & Education, Smith.ai) the most. Other staff members can respond as well if I have a question. Another representative helped me establish the chatbot.

How did you come to work with Smith.ai?

I encountered Smith.ai in one of the network groups I am a member of. Maddy has also given some presentations and appeared on some podcasts I’ve listened to. A lot of companies compete in that niche to serve attorneys, but it became apparent that her company did work with law firms and had experience in handling legal consumers. There was also a lot of positive references from other users and networking groups.

How much have you invested in them?

We’ve spent less than $10,000.

What is the status of this engagement?

We began working with them in February 2019, and they still provide support for the chatbot.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

It is extremely labor and time-efficient to have this chatbot. That $300–$400 initial investment has generated about $35,000 in revenue from clients that signed up through the chatbot service. 

I get about 3–5 leads a day with the service, but a vast majority are not qualified leads. A live operator service would charge anywhere between $20–$30 per lead that comes in. With a chatbot, depending on the pricing scheme, it ends up being effectively 50 cents to a dollar per lead. That is a huge cost saving.

How did Smith.ai perform from a project management standpoint?

My impression of Smith.ai is that they are a fairly small company. They are available by telephone, but most of the communication is done through email. I can direct emails to Maddy or their general support email and get a tailored and personal response promptly. If they require further research, I usually get an answer fairly quickly.

What did you find most impressive about them?

Smith.ai gives prompt and personal attention to any questions about their services. They address any questions or concerns about topics like billing really quickly. Their customer service reps, brand ambassadors, and community outreach people are very proactive. I think that is their strongest attribute.

Are there any areas they could improve?

They could benefit from creating some onboarding videos or sessions to demonstrate what the chatbot does. It’s not 100% intuitive and requires some thought to plan, design, and flesh it out. Someone from the company did follow up after we set it up and suggested some improvements to the playbook. I think Smith.ai should give some more sample playbooks or generic with templates to start with that customers can then tailor further.

Do you have any advice for potential customers?

Take advantage of their support to help them get set up. Give them as much feedback and ask as many questions as possible. I feel that Smith.ai is constantly trying to improve their company and the quality of their product and their services.