Smith.ai

BACKGROUND

Please describe your company and position.

I am the Law Practice Manager of Meade Law Group

Describe what your company does in a single sentence.

Family Law and Criminal Defense Law Firm

OPPORTUNITY / CHALLENGE

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

• Answer the phones
• Gather information
• get the phone call to the right employee
• enter the information into our CRM

SOLUTION

How did you find Smith.ai?

Referral

Why did you select Smith.ai over others?

Referred to me

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

Smith AI was first enlisted to answer our phones after hours and then to enter the information into our CRM. After doing an excellent job, we expanded their service to include ALL incoming calls at all hours.

RESULTS & FEEDBACK

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

Smith AI sends us a weekly report of calls logged, as well as access to a dashboard. By logging incoming calls into our CRM, we were able to alleviate the workload of 2 team mates. We went from missing 4-5 phone calls a week to missing 0

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

Smith AI was responsive, although I never spoke with the same person twice, an indicator that they have an excellent internal messaging system (i.e. they can track their clients) The dashboard is easy to use and their turn around time for a request is about 2 business days.

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?

Smith.ai has been incredibly professional despite cranky clients. They also capture succinct information like no other firm that we have used. They understand what information that a Criminal Defense and Family Law firm needs

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

Their turnaround time for requests for changes could be faster, but I would rather have right than immediate.

BACKGROUND

Please describe your company and position.

I am the COO of View Ridge Law and Estate Planning

Describe what your company does in a single sentence.

Attorney office providing family law assistance and estate planning services.

OPPORTUNITY / CHALLENGE

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

• Answer the phone during work time
• Answer the phone during work non work time

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

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.

Smith AI stands out as a remarkable addition to the software landscape, sparing me from the arduous hours typically needed to learn new tools. With a minimal investment, I achieved remarkable results. Setting up the system was a breeze, and their staff was exceptionally well-trained. I was thoroughly impressed by their top-notch customer service.

Offering various plans and the option to charge per call, Smith AI caters to diverse needs. Whether you're establishing your intake team or require additional coverage, rest assured that no calls will be missed, as they ensure seamless and accurate call routing.

RESULTS & FEEDBACK

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

They answered each call. We have no missed calls.

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

Great customer service, it takes about 24 hrs turnaround time, but that was great for me.

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

Virtual Meeting

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

Consistency in training of their staff.

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

Not at this time.

BACKGROUND

Please describe your company and position.

I'm an executive at The Benkabbou Law Firm, PLLC

Describe what your company does in a single sentence.

Business Law Firm

OPPORTUNITY / CHALLENGE

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

• Handle our calls seamlessly
• Schedule Consultations

SOLUTION

How did you find Smith.ai?

Referral

Why did you select Smith.ai over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Company values aligned

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

Handle our calls and schedule consultations.

RESULTS & FEEDBACK

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

• I have been with Smith.ai for a few years now. They have been invaluable to the law firm. No matter how large the firm grows, it will always be part of my BLF family. They provide detailed call notes, include a transcription of the call, and collect all of the information we need to nurture our leads and handle client calls.
• Their customer service is super fast and always on hand to help with any issues and to help you make any changes to your firm's call policies. What I love most about them is the integration with my Microsoft Teams to accept calls and with MyCase Call Logs. As a firm that prides itself on systemized processes with the help of SaaS, Smith.ai fit perfectly right into our systemized process.

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

We receive an email with detailed notes of each and every call with the pertinent information our firm needs to move forward with the lead or clients.

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

• Virtual Meeting
• Email
• Messaging App

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

Their ability to take detailed notes of the calls. Literally, the best call notes I have ever seen. I don't know how they train their employees, but they are phenomenal at providing all the details of the calls.

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

None.

BACKGROUND

Please describe your company and your position there.

I am an attorney and partner in the law firm.

OPPORTUNITY / CHALLENGE

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

We receive calls through our website and internet advertising. Smith.ai answers the calls 24/7. Smith.ai answers calls and makes outgoing calls to our online inquiries. They serve as a receptionist for our law firm.

SOLUTION

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

We interviewed several virtual receptionist and found Smith.at to be the best fit for our needs.

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

They provide call coverage 24/7. We provided them with a script to use when answer the calls. They provide both English and Spanish speaking calls which is important for our firm as 50% of our clients are Spanish speaking. We get recordings of all the calls taken, which are great tools to help with quality assurance.

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

We have an account manager. If we have any problems, they are quickly resolved.

RESULTS & FEEDBACK

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

We have been able to have consultations booked after hours and even on the weekends. This has been helpful as the calling could easily move on to the next firm. By using Smith.ai we have saved money by not having to hire a staff person to answer the calls.

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

We typically communicate with them via email. They are very responsive.

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

They are able to change the script as necessary and quickly.

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

I think they have the process figured out. We had a few mishaps with individual employees (not giving the correct information) however the issue was addressed and correctly promptly.

BACKGROUND

Please describe your company and your position there.

We operate a local law firm and use Smith.ai as our answering service for the firm.

OPPORTUNITY / CHALLENGE

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

We hired Smith.ai to take all the phone calls for the firm and filter those calls, keeping us from answering unwanted calls or those calls that don't work with our firms speciality.

SOLUTION

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

This vendor was recommended by the Oklahoma bar association.

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

They provide answering services 24/7 even on holidays, weekends, etc. During business hours the calls are transferred to us directly if they meet the criteria we have set forth with Smith.ai. Smith will take messages and text and email those to us for every single phone call so we never miss an opportunity to contact the client.

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

We work with the call staff which is based throughout the United States. It is an easy process, we met with onboarding first and established how we would want the calls answered and filtered then we were given access to a dashboard so we could monitor the calls, change our hours, etc.

RESULTS & FEEDBACK

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

The service is unbelievable. It saves us time and money to filter out and miss unwanted sales calls or calls from prospective clients that just don't fit our firm. We are able to contact callers back right away if a call is missed and we always get a full download of their information so we know who we are talking to at any time.

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

We get text messages and emails for every single call whether it was transferred to us or not.

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

They are professionals. The people who call us can't tell they're speaking to an answering service. We saved a ton of time and money by not having to hire someone directly to answer the phones.

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

We have loved every minute of this service and could not recommend it enough.

BACKGROUND

Please describe your company and your position there.

I am the owner of a solo law firm which practices exclusively Family Law and Mediation.

OPPORTUNITY / CHALLENGE

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

As a true solo, I was spending too much time on the phone trying to evaluate potential clients and schedule appointments. I needed a service to manage the inflow of calls and qualify leads to that I could concentrate my time on those clients who were best suited for my services.

SOLUTION

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

Smith.ai was the first virtual receptionist that I tried. I called them based on the outstanding recommendations made by others in my field. Since that time, I have conducted free trials with two other virtual receptionist providers, but I cancelled both within a few short days. The service paled in comparison to what I receive from smith.ai.

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

Smith.ai answers my phones during normal business hours. They have detailed instructions as to what kinds of cases I will accept, what cases I will not take, and what courts I will practice in front of. After screening callers to make sure that their needs fit within my parameters, smith.ai schedules the caller a consultation, gives them directions as to payment, and then relays all pertinent information to me. They schedule the appointments directly into my calendaring system as well as enter the contact information into my case management software.

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

I have worked with several people in the customer service department. Everyone has been extremely helpful.

RESULTS & FEEDBACK

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

I have had more new client consultations booked since smith.ai began answering the phones. I also have more qualified leads since they do such an excellent job of screen potential clients.

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

Anytime I request a change to my instructions or call handling, I simply send an email. Within a few hours, all of my requested changes have been made. They are very responsive.

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

I am impressed with how quickly they respond. Their customer service is top-notch.

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

I have had a few instances where an operator didn't follow my instructions fully, but smith.ai is quick to give additional instruction to the operators to make sure that it doesn't happen again. They are very responsive.

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...