Smith.ai

BACKGROUND

Please describe your company and your position there.

I am a solo estate planning attorney in San Diego, California.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Smith.ai, and what were your goals??

As a solo attorney, I receive a steady stream of calls from clients and potential clients. Juggling phones on my own meant most of the call went to voicemail and often were not returned for a day or two. Potential clients were lost due to the delay and impersonal nature of voicemail messages. I needed help but was not yet ready to hire a full or part-time staff member.

SOLUTION

How did you select this vendor and what were the deciding factors?

I reviewed several virtual receptionists, specifically those that integrated with our law firm client management software for ease of intake and tracking. Smith.ai was competitively priced and offered flexibility so that I could control the hours the phones would be answered live, which clients would be transferred and how much detail I needed to be collected from each caller.

Describe the project in detail and walk through their service package, including any calling tools used.

Smith.ai provides 24/7 live receptionist services. I choose the hours that my phones will be answered. A detailed call log is emailed to me for every call, whether it is a live transfer or a message it taken. All leads are uploaded directly to my client management software with the detail necessary to allow me to respond quickly with the right information for that prospective client. They integrate with my VOIP services through Vonage as well.

Who did you work with and what was the feedback process like?

From the sales staff to the onboarding team, my transition to the system was seamless. Any time I have a concern or request, they have been prompt and helpful to accommodate my changing needs. Each call log has the option to provide feedback to Smith.ai to refine their process, thank them for exceptional service or ask for additional help to return a call or schedule an appointment at my request. They have been fantastic to work with.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

My conversion rate for potential clients has risen from 70% to 81% using Smith.ai. Having a live receptionist gathering detailed information at the first point of contact makes my potential clients feel connect with my firm immediately. It also allows me to respond immediately and specifically to their needs, resulting in better conversion and client retention. They also filter out all spam/solicitor calls for me at no charge. That feature alone is a huge time and money saver!

Describe their project management style, including communication tools and timeliness.

Smith.ai is available at any time 24/7 to handle my requests. Feedback is prompt and action taken right away. I have only had one occasion to provide a critique and I received an email the same day to address the concern and have it remedied.

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

The onboarding process was quick and easy. The contract services are clear. With Smith.ai, I always know exactly what I am paying for and no one tries to upsell services that I don't need.

Are there any areas for improvement or something they could have done differently?

On two occasions the company had a phone outage on their end that resulted in calls going to voicemail on their end. This was beyond their control, but the immediately returned every call at no charge when the system was up and running again. I don't blame them for rare technological issues, but was very impressed with the way they communicated the problem to me and worked to repair the problem. I have been very happy with their overall professionalism, attention to detail, and willingness to customize services as we go. A great investment!

BACKGROUND

Introduce your business and what you do there.

I’m the office manager at a law firm.

OPPORTUNITY / CHALLENGE

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

We needed their phone answering services.

SOLUTION

What was the scope of their involvement?

Smith.ai answers our client calls based on a pre-provided script. Upon concluding each call, they provide us with a comprehensive summary and indicate if they’ve revised any part of the script to cater to a particular inquiry.

What is the team composition?

I’ve worked with two resources from their team.

How did you come to work with Smith.ai?

One of my boss’s acquaintances strongly recommended Smith.ai’s team to us.

How much have you invested with them?

We’ve spent about $5,000.

What is the status of this engagement?

Our ongoing engagement with Smith.ai commenced in February 2019.

RESULTS & FEEDBACK

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

I don’t have particular metrics for Smith.ai’s performance, but I appreciate how they successfully and professionally handle our calls. While they apply minor tweaks in our script, they don’t do so unless the situation calls for it. Overall, we’re satisfied with their quick response rates.

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

We communicate via email and phone calls. They’re a systematic partner that sticks to our schedules.

What did you find most impressive about them?

We’re most impressed with their solution-oriented approach — they handle every setback with ease and speed.

Are there any areas they could improve?

There haven’t been any issues that we haven’t resolved.

Do you have any advice for potential customers?

Clearly specify your needs and devise a comprehensive script that Smith.ai can refer to.

BACKGROUND

Please describe your company and your position there.

I am a family lawyer and my relationships with my clients are personal.

OPPORTUNITY / CHALLENGE

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

We receive many phone calls a day from current clients, prospective clients, the desired professional friends and the unwanted solicitors. Smith.ai is our backup for answering the phone.

SOLUTION

How did you select this agency and what were the deciding factors?

Smith.ai is a part of our team. The service they provide to us is personal. Our clients think they have reached the office staff, because Smith.ai answers our phones as if they are US. They are kind, considerate and compassionate. No one has ever out preformed Smith.ai.

Describe the project in detail and walk through the stages of the project.

Even in situations like holidays or knowing that our staff is short a person or two, I can reach out to Smith.ai and describe our changed needs and they step right up to the plate everytime.

Describe the recruitment process in detail.

Smith.ai is as personal taking care of our business needs as we are personal is taking care of our clients.

RESULTS & FEEDBACK

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

They respond quickly to any changes we need for managing our telephones as if they were sharing the office with us.

How effective was the workflow between your team and theirs?

It always impresses me how speedily they adapt to our work flow. I appreciate this during the holidays and weekends when we are resting but our clients need us.

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

The most impressive thing to me is the high degree of accountability Smith.ai has in meeting our needs and the way they reach out to us with a real person. Never, ever, have I had to reach out to a website to contact Smith.ai. Just like our own business, they always provide a real person.

Are there any areas for improvement or something they could have done differently?

Seriously, if I knew about Smith.ai sooner in my business life I would have hired them sooner and never had the headache or heartache of underperformance. I cannot recommend Smith.ai highly enough. They have earned and deserved highest praise.

BACKGROUND

Please describe your company and your position there.

Law Office - I am Principal/owner.

OPPORTUNITY / CHALLENGE

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

I retained Smith right after the 2020 COVID Lockdown, when our front desk shut down. Smith has been an invaluable partner in front desk and client interview/appointment setting/ follow up services, and answers the phones almost 24/7, so no calls go unanswered.

SOLUTION

How did you select this firm and what were the deciding factors?

It was recommended to me by an attorney-friend who had used them.

Describe the project in detail and walk through their service package.

Highly professional and exceptionally trained, Smith Staff is so kind to callers (even the rude ones!). They skillfully get the most important information an attorney would want, and immediately email a concise summary, along with the caller's contact phone and email.

They schedule appointments almost days, nights and weekends. They can readily do call-backs and they even weed through any time-wasting sales calls, and automatically block these numbers. Smith is a true partner for my practice. The value they provide is well worth the costs, so my staff can function without distractions and only follow up on quality leads.

How many resources from the vendor's team worked with you, and what were their positions?

Various Call operators, Billing, My own Account Representative, Supervisor, Sales

RESULTS & FEEDBACK

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

Smith is now an integral part of my business as client communications and speed/quality of response is vital for a law practice. I will continue to utilize their services going forward.

How effective was the workflow between your team and theirs?

Smith offers almost immediate response to any inquiries on our part. Their call summaries are emailed to me to delegate for follow up to my team. Their very user friendly dash board is easy to navigate.

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

They integrate with my Practice Management software, Practice Panther, so each caller's name, email and phone is automatically and instantaneously transferred into a New Contact in Practice Panther. They integrate with Calendly/Practice Panther for easy appointment scheduling. This input is also integrated into our Business Texting service via KENECT - it all starts with Smith...

Are there any areas for improvement or something they could have done differently?

Not that I can think of, I am really happy with their services, they are truly my Virtual right hand...

BACKGROUND

Please describe your company and your position there.

I own a law office based in Los Angeles, CA. My primary area of practice is Immigration law.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Smith.ai, and what were your goals??

My firm receives a good amount of calls daily from clients and potential clients all over the U.S. and even from overseas. Often times, due to the time difference, there would be calls missed. Smith.ai provides that professional answering service support during office hours and after office hours. They were given an answering script and instructions for the firm which so far they have been doing and following smoothly.

SOLUTION

How did you select this vendor and what were the deciding factors?

We searched for a virtual receptionist/ call support company for a few months before deciding. We also asked for recommendations from other law firms. Smith.ai was highly recommended. I choose Smith.ai because they worked with my budget and they were responsive to my inquiries. They also provided a free trial period to ensure that their company is a good fit to mine.

Describe the project in detail and walk through their service package, including any calling tools used.

Smith.ai provides virtual receptionist service to my firm. They answer calls during my regular office hours including after hours and the weekends. A script was provided for them to follow to screen calls and to obtain information from potential clients. I have the option to take the call, take a message or transfer to voice mail.

Who did you work with and what was the feedback process like?

Smith.ai has a specific onboarding specialist that was assigned to my firm to ensure that the services and tasks I need to be done and can be done by Smith.ai are doable, can be executed properly and were properly setup upon service launch.

I also have access to account managers if I have any additional instructions. Smith.ai also provides a feedback link after ever call report to ensure that the call was properly answered and the information was taken and transcribed well.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Our clients have given me praises for having very professional receptionists. We were also able to gather information from potential clients who prefer to speak primarily in Spanish. Smith.ai receptionists speak Spanish.

Describe their project management style, including communication tools and timeliness.

Smith.ai provides an email and a text message of every single call received. At the end of the day, a list of the day's call gets emailed to my firm. Smith.ai also has a customer portal that allows me to see the calls I have received and the total number each month including those that were spam calls. Smith.ai automatically blocks spam calls and does not count them towards my monthly call limit.

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

Smith.ai worked around my monthly budget. The onboarding specialist was not pushy to get a higher monthly fee from me but instead worked with my capacity. Smith.ai also has a referral program that gives incentive to current clients.

Use my referral code SHARLENE31 when signing up to receive a $100 off your first month service. This is helpful for budget conscious small businesses. Lastly, I like the fact that Smith.ai charges per call and not per minute. Many virtual receptionists companies charge per minute. The per call charge works better for me.

Are there any areas for improvement or something they could have done differently?

I have received no complaints from my clients and callers so far.

BACKGROUND

Please describe your company and your position there.

I am the owner of a personal injury law practice in San Jose, California.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Smith.ai, and what were your goals??

I wanted to outsource the answering and screening of all calls to my main business line to a virtual receptionist company. I wanted to have specific callers, such as prospective clients, transferred to me for immediate handling, while other calls would be screened out.

SOLUTION

How did you select this vendor and what were the deciding factors?

I watched several webinars on virtual receptionist services and researched various companies. Smith.ai was the service that I liked the best and decided to do a free trial.

Describe the project in detail and walk through their service package, including any calling tools used.

Smith.ai answers all incoming calls to my main business line. They follow individualized instructions on what calls to immediately transfer to me for handling and screens out the rest. They send emails documenting calls and how they were handled. They provide initial intake screening for prospective clients and then transfer them to me if they have a case that my practice handles.

If I am unavailable to take the call, they will ask the caller if they would like to book an appointment, then proceed with scheduling the consultation through my calendaring system.

Who did you work with and what was the feedback process like?

There is a Manager assigned to my account. She has been amazing and is excellent to work with. She has quickly and effectively handled all of my requests on the account. They have a team of virtual receptionists who answer the calls 24/7.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

I have been able to outsource a substantial part of my prospective client intake system to Smith.ai, which has freed up a lot of my time. My intake system has been quickly and dramatically improved by having Smith.ai answer calls. They not only answer calls, but also provide the initial intake screening of prospective clients. This prequalifies callers for the initial consultation that I provide. This has made my entire intake process much easier and more efficient.

Describe their project management style, including communication tools and timeliness.

The Manager for my account is easily accessible whenever I want to discuss my Smith.ai services. They are always available for a scheduled call to discuss any issues. I consider them a strategic partner in optimizing my client intake process, as they have always provided very helpful suggestions for improving my intake system.

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

They are a total solution for outsourcing virtual receptionist services. I initially hired them to just answer my phone, but we have proceeded to expand their services to providing initial intake screening, booking consultations with prospective clients, and other services. They handle everything that I need with respect to handling incoming communications to my law practice.

Are there any areas for improvement or something they could have done differently?

I haven't had any problems with Smith.ai.

BACKGROUND

Please describe your company and your position there.

We are a small law firm in San Diego--4 lawyers. I am the owner and managing attorney.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Smith.ai, and what were your goals??

Smith.ia is our virtual receptionist. They answer all incoming calls to the firm.

SOLUTION

How did you select this vendor and what were the deciding factors?

I heard about Smith.ai on a legal podcast and had colleagues not very pleased with some of Smith's competitors. I was looking for a virtual receptionist at the time so I decided to give them a try.

Describe the project in detail and walk through their service package, including any calling tools used.

They answer all calls and have a protocol of what to do with each type of call. Certain calls are screened, others are forwarded to certain employees, and they block all sales calls. They input all new appointments into our Calendly calendars for whichever lawyer and I get a very detailed email write up for each call. That detail goes into each Calendly appointment as well.

Who did you work with and what was the feedback process like?

Smith.AI works seamlessly. All you have to do is respond to any Smith email and it get routed to a customer service rep who will handle all concerns. I also have an account rep.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

There was a period this year where I went with a cheaper, offshore option--simply to save money. Without a doubt I lost business, calls were missed, etc. My appointment calendar decreased significantly and I had people messaging the website because they could not get through via phone. I promptly went back to Smith and my appointments are back up, and calls are never missed.

Describe their project management style, including communication tools and timeliness.

I don't hear from them unless I have a problem.

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

They simply never screw up. Of course, not every little detail is completely perfect, but there has never been a major screw up in a year and half. We are very pleased with their professionalism, which even get compliments from our own clients.

Are there any areas for improvement or something they could have done differently?

Not at this time.

BACKGROUND

Please describe your company and your position there.

I am a solo estate planning attorney, the owner of Lifeguarding Legacies, PLLC.

OPPORTUNITY / CHALLENGE

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

Call screening, appointments, and messages.

What were your goals for this project?

I noticed a few missed calls that did not leave messages. I realized that this could mean lost revenue. The cost of the call service is less than a quarter of the cost of one of my least expensive legal services. Smith AI exceeded my expectations at every turn, working with a very customized script for a very personal customer experience.

SOLUTION

How did you select Smith.ai?

It was recommended from a podcast that I trust--Ernie the Attorney.

Describe the project in detail.

Smith AI is my virtual 24/7 front desk. They screen every call, forward screened calls through to me, schedule appointments, and block unwanted calls. I frequently ask those who call about their experience and they are surprised that this is not a real front desk.

They report incredible professionalism and friendliness. The service is easy to use, affordable, and keeps me from missed calls that result in lost revenue.

What was the team composition?

Virtual receptionists from all over the country that all use my script to serve those who call my business.

RESULTS & FEEDBACK

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

It may be hard to determine exactly, but if I had been unable to answer phone calls without them, I may have lost clients. I can usually close clients with whom I speak.

How effective was the workflow between your team and theirs?

Flawless. It was set up correctly from inception and I can't imagine working without them now. Easy keyword texting changes settings for whether screened calls are forwarded or messages are taken.

What did you find most impressive about this company?

Professionalism. They offer this service for many attorneys and juggle it all flawlessly--as if they are the real front desk for each attorney. They hire happy people.

Are there any areas for improvement?

No.

BACKGROUND

Please describe your company and your position there.

In addition to PPC advertising and Search Optimization, in March of 2020 we began providing website chat to help drive new prospective clients to engage with our client's family law firm.

OPPORTUNITY / CHALLENGE

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

Our client was already making substantial investments with search optimization and PPC advertising and was hesitant to take on new recurring costs. The free trial and easy to install chat software made Smith.AI's services much easier to demonstrate their value.

What were your goals for this project?

Initially, we wanted to show that we could drive more prospective law firm clients to the business but it turned out to be a real eye-opener about how the firm wasn't addressing the evening and weekend questions they could get when visitors to their website were ready to talk about their problems.

SOLUTION

How did you select Smith.ai?

We were looking for a low-cost chat solution that could also connect to our client's CLIO billing and client service.

Describe the scope of their work in detail.

The project was a dream to implement. In total we spent about four hours configuring the service, working with the law firm's staff to develop around 200 most commonly asked questions to load into the Smith.AI chat system. Then we added this new communication channel to their new lead pipeline processes. From there we monitor the questions that come in each month and ad any answers the chat AI was not able to answer.

What was the team composition?

Project manager, web developer (hardly needed IMO), and law firm manager.

RESULTS & FEEDBACK

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

The law firm is averaging over 50 additional prospective client engagements a month. Primarily late night and weekend inquiries. Not only does this show that the firm is interested in helping answer questions but we have tracked the results and they are impressive: - a 70% consultation bookings from chat inquiries - an 8% new client sign-up rate from chat initiated consultations

How effective was the workflow between your team and theirs?

There was minimum interaction because they really go out of their way to make the process clear and easy to implement. The services website backend has lots of tooltips and how-to guides to help you along the way.

What did you find most impressive about this company?

Smith.AI understands this is a service and one that just needs to work. There is little you will need to be successful other than follow their hand-to-glove setup process.

Are there any areas for improvement?

Not at the moment though we are encouraging our law firm client to upgrade to the human answered reception services to help firm website visitors to book appointments at night and weekends when the office is closed.

BACKGROUND

Please describe your company and your position there.

I am the owner of a criminal defense practice in Central Texas.

OPPORTUNITY / CHALLENGE

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

I hired Smith.ai for receptionist services with my firm. This included screening calls, transcribing messages to email, and returning calls from clients if necessary.

What were your goals for this project?

My goal was to alleviate the pressures of answering phone calls throughout the day as a solo practitioner.

SOLUTION

How did you select this vendor?

I selected Smith based upon their custom pricing, services offered, and responsiveness of management to my needs.

Describe the project in detail.

The project involves fielding and screening potential new clients as well as taking messages for current clients.

What was the team composition?

The team seems to be rotating but they also have Spanish speakers on staff which is crucial in my location and practice area.

RESULTS & FEEDBACK

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

Smith's associates rarely make mistakes screening calls. In the off chance that they do, they remedy it immediately.

How effective was the workflow between your team and theirs?

I can't say enough good things about Smith. They've helped take a huge burden off my shoulders and keep me organized.

What did you find most impressive about this company?

I've found most impressive that they are constantly adapting and adding new services/features. This is especially true because I've been with them for 4 years and have seen their evolution. Their growth and evolution have not gotten in the way of customer service. I never feel forgotten about or ignored.

Are there any areas for improvement?

Occasionally calls are improperly screened (meaning they are referred elsewhere). I'd say this is 1/100 times.