Smith.ai

BACKGROUND

Introduce your business and what you do there.

I’m an IT consultant for Close to the Earth, an IT services provider for small and medium-sized businesses.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish for your IT services business?

I wanted to have a phone answering service that felt personal and high-quality.

SOLUTION

Can you describe the scope of work Smith.ai handled for this project?

Smith.ai provides call answering and appointment confirmation services. The team is also responsible for making outgoing calls to confirm appointments and get my clients to answer questions I need to know the answers to without getting stuck on the phone with them.

What is the team composition?

I'm unsure of the team composition.

How did you come to work with Smith.ai?

We found Smith.ai through an online search and a referral. We chose them over other options because they had high ratings, their pricing fit our budget, they offered good value for the cost, and their company values aligned with ours.

How much have you invested with them?

We've spent less than $10,000.

What is the status of this engagement?

We started working with Smith.ai in January 2018, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Smith.ai's work has made our business seem a lot more professional. Our clients have said, "Wow, your staff is so nice!"

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

Smith.ai always delivers on time with anything I ask them to update. We communicate via virtual meetings and email or messaging apps.

What did you find most impressive about them?

I'm impressed by Smith.ai's friendly service and great innovations.

Are there any areas they could improve?

No, everything has been great.

BACKGROUND

Introduce your business and what you do there.

I am the owner of Stone Arch Law Office PLLC. We provide comprehensive legal services in estate planning, wills, trusts, estate and trust management, and related areas for individuals, families, and small businesses.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish for Stone Arch Law Office?

We were looking for an AI chat agent to fill in the gap of a live agent on our website. Our goal was to have a chatbot that could answer basic questions about our services and help visitors schedule appointments when a live agent was unavailable.

SOLUTION

Can you describe the scope of work Smith.ai handled for your legal practice? Please include the main deliverables if you can.

We signed up for the a-la-carte chat subscription, which charges per chat. Smith.ai provided access to their chat platform, but did not assist with setup or onboarding. We were responsible for setting up the chat agent ourselves.

What is the team composition?

We were not assigned any team. I had a single online conversation with someone expecting a demo and was just asked generally "what would you like it to do" without any information on what it *could* do. I left the meeting stating that we would just have to figure it out on our own. Not a helpful call.

What is the status of this engagement?

The project began in October 2025 and is still ongoing.

RESULTS & FEEDBACK

What were the measurable outcomes from your project with Smith.ai that showed progress or success?

The main outcome was whether the chatbot worked as advertised. However, the chatbot provided very general answers that did not meet our expectations for service quality. We were unable to track specific metrics, but it was clear that clients did not like the answers they received.

I signed up for their chat agent service. I am currently in the middle of a 30 minute wait on their website using their own chat agent, I can only assume this is what my clients experience.. The service is terrible.

How would you describe Smith.ai’s project management?

There was no project management provided by Smith.ai. They did not assist with onboarding or programming, and all setup was left to us.

What did you find most impressive or unique about working with Smith.ai?

I was not impressed with Smith.ai during this engagement.

Is there anything Smith.ai could have done better or differently during the project?

They could have provided assistance with onboarding and programming the chatbot to better meet our needs.

Company Responses

The service provider responded on December 18, 2025.

Thanks for taking the time to share your experience. We’re sorry the chat product didn’t deliver the level of quality or support you expected — or that we expect from ourselves.
Your notes on onboarding, setup, and the clarity of our demo are taken seriously. Chat should be easy to configure, and your meeting shouldn’t have left you feeling on your own. The generic responses your clients received and the long wait you experienced on our website chat aren’t the standard we hold across our services, and we understand how that impacts trust.
Our chat tool is a self-serve product, however, we agree that better guidance and clearer expectations would have made a difference.
While this particular product wasn’t the right fit for your firm, your feedback is valuable and is already informing how we evaluate improvements moving forward.

BACKGROUND

Please describe your company and position.

I am the Owner of Thorp Law

Describe what your company does in a single sentence.

personal injury law firm

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish?

• to serve as offsite receptionist

SOLUTION

How did you find Smith.ai?

Online Search

Why did you select Smith.ai over others?

High ratings

Describe the scope of work in detail. Please include a summary of key deliverables.

I have used smith.ai for several years. They were great until the last few months. suddenly most of our incoming calls were marked as spam. We have repeatedly informed smith.ai about this problem. They repeatedly assured us of all the steps they were taking to fix the problem. They were supposed to remove the spam blocker for all calls a month ago, they claim they did this, yet we are still getting most of our calls marked as spam. This has cost my business money. This is pathetic. Another good company disintegrates into mediocrity.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

They fielded calls and took messages accurately for several years. In the last several months, most of our calls started getting marked as spam. 

What was your primary form of communication with Smith.ai?

Email or Messaging App

What did you find most impressive or unique about this company?

lately absolutely nothing. 

Are there any areas for improvement or something Smith.ai could have done differently?

They could have fixed the problem as they claimed they had done, but didn't. Their continuing incompetence has cost my company money. 

Company Responses

The service provider responded on August 28th, 2025.

Thank you for sharing your experience and for the chance to respond. We know how critical it is for your business to receive every legitimate call, and we take your concerns seriously, as evidenced by our efforts.

When you first reached out on July 21, we quickly scheduled a meeting with our Senior Manager of Client Support, which took place on July 31. In the meantime, we disabled call blocking to identify why valid calls were marked as spam. During that meeting, a member of our tech team joined to troubleshoot, and spam filtering was disabled to resolve the issue. As a courtesy, we also applied a 50% credit for August, which you accepted.

From the start, we noted that if the issue persisted after spam filtering was disabled, it could be tied to your phone provider. On August 7 and 21, you reported continued issues. We responded and, on August 22, advised disabling Caller ID. When we didn’t hear back, we followed up on August 26 to provide further help. At that time, you requested — and we granted — a free month of service. The next step is for you to follow up directly with your VoIP provider.

We understand that this issue has disrupted your business, but we are limited in our ability to troubleshoot further. We cannot control your VoIP provider, and resolution must come from them. With over 4,000 clients and a decade of experience, issues like these are rare but can occur.

We remain committed to supporting you until this is fully resolved, and hope you’ll revise your review once the matter reflects our efforts and continued support.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of a healthcare clinic.

OPPORTUNITY / CHALLENGE

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

We needed someone to answer calls around the clock.

SOLUTION

What was the scope of their involvement?

Smith.ai provides us with virtual receptionist services. The team handles calls, web chats, texts, appointment bookings, lead qualification, and customer intake. Smith.ai has also developed an AI receptionist that schedules appointments and answers calls.

What is the team composition?

We work with 5–10 teammates from Smith.ai.

How did you come to work with Smith.ai?

We found Smith.ai on Facebook. We chose them over other virtual receptionist options because of their live agent feature.

What is the status of this engagement?

We started working with Smith.ai in July 2025, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Since working with Smith.ai, we no longer miss calls.

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

Smith.ai's project management is seamless. We communicate via email and phone.

What did you find most impressive about them?

Smith.ai's responsiveness is impressive.

Are there any areas they could improve?

Everyone is constantly improving. We're currently working on integrating our CRM with Smith.ai.

BACKGROUND

Please describe your company and position.

I am the Owner of The Pet Pad

Describe what your company does in a single sentence.

Veterinary Family Practice

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish?

• Capture missed calls
• Gain Leads
• Triage Calls

SOLUTION

How did you find Smith.ai?

VMX

Why did you select Smith.ai over others?

Good value for cost

How many teammates from Smith.ai were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

Answers phone calls our receptionist can not get to.  Triage importance of call.  Ensures it is within our scope of care.  Checks if it is a current client or a lead. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

I gain at least one appointment a day from missed calls, and our clients feel as though someone has called and our commuication is not lost. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

No items needed.  Did have us set up very quickly (less than a week)

What was your primary form of communication with Smith.ai?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

We've achieved a smooth and seamless implementation.  Great customer care.  Good training. Simple interface 

Are there any areas for improvement or something Smith.ai could have done differently?

I would like the calls to one day integrate with our PIMS, but that is on our PIMS timeline, not Smith AI

BACKGROUND

Please describe your company and position.

I am the Founder of VW

Describe what your company does in a single sentence.

Provides supporitve transitional housing and support

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish?

• Help with phone support

SOLUTION

How did you find Smith.ai?

Online Search

Why did you select Smith.ai over others?

• High ratings
• Good value for cost

How many teammates from Smith.ai were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Set up and deploy phone support services

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

100% call answer rate to assist in missed calls 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Set up and deploy phone answering support. Set up and deployed as described

What was your primary form of communication with Smith.ai?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their ability to help get everything set up and continue to work with us to accommodate our personal needs stood out.

Are there any areas for improvement or something Smith.ai could have done differently?

THey were great

BACKGROUND

Please describe your company and position.

I am the Owner, Enrolled Agent of The Tax Chick.PRO

Describe what your company does in a single sentence.

Accounting, Tax Prep, Tax Resolution, CFO Services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish?

• Answer Phones
• Take Messages
• Forward call when appropriate

SOLUTION

How did you find Smith.ai?

Online Search

Why did you select Smith.ai over others?

• High ratings
• Pricing fit our budget
• Good value for cost

Describe the scope of work in detail. Please include a summary of key deliverables.

Answered Phones Professionally, Answered caller's questions, obtined messages for return calls, and forwarded messages when appropriate.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Ability to answer calls and provide proper information.

Ability to take messages.

Ability to decide when to forward the call.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The set-up was EASY!  The set-up was quick. I have had ZERO issues with them - THEY ARE AMAZING!!!

What was your primary form of communication with Smith.ai?

Virtual Meeting

What did you find most impressive or unique about this company?

It delivers everything they promise!

Are there any areas for improvement or something Smith.ai could have done differently?

They are top-notch!   Hard to improve perfection!!!

BACKGROUND

Please describe your company and position.

I am the Founder of Bilbao Law

Describe what your company does in a single sentence.

Immigration, Criminal and Human Rights Law Firm

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish?

• Reduce Interruptions for the In-Office Team
• Provide Consistent & Documented Information to Clients/Leads
• Qualifying Leads for Services we can Provide

SOLUTION

How did you find Smith.ai?

• Online Search
• Referral

Why did you select Smith.ai over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

Call Center with capability to qualify our leads

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Amount of calls handled

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes, Smith AI has always met with their end of the deal. If service interruptions ever exist, they notify us timely and don't charge us for those calls. They always train members and work with our feedback. We have a dedicated account manager who has helped us develop what kinds of questions would better qualify our leads based on the call information they are gathering. 

What was your primary form of communication with Smith.ai?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Attention to detail

We can trust the information they provide us
They are diligent about making sure everything gets answered from the client/lead.

Are there any areas for improvement or something Smith.ai could have done differently?

No, we work closely with our account manager when we have issues or concerns and they addresses very timely. 

BACKGROUND

Please describe your company and position.

 I am the Paralegal, Legal of a legal company 

Describe what your company does in a single sentence.

Legal practice

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Smith.ai to accomplish?

• Streamline intaking calls

SOLUTION

How did you find Smith.ai?

Online Search

Why did you select Smith.ai over others?

• High ratings
• Good value for cost

Describe the scope of work in detail. Please include a summary of key deliverables.

Streamline intaking phone calls, respond accordingly, filter spams.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We have douzens of calls coming in everyday and Smith.ai helped us to handle them and collect valuable information. Their service is great, the phone experience is awesome and they are very responsive and efficient.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their team is great to work with, respond fast and offer virtual assistance proactively. We had some minor tech issue, but they solve them quickly.

What was your primary form of communication with Smith.ai?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The team is highly professional and great at what they do.

Are there any areas for improvement or something Smith.ai could have done differently?

Nothing so far, everything seems good!