Smith.ai

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.

BACKGROUND

Please describe your company and your position there.

Partner at a small law firm with 3 attorneys and 4 support staff.

OPPORTUNITY / CHALLENGE

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

Needed after-hours and overflow call services for our law firm and our clients and new prospective clients.

What were your goals for this project?

Provide clients and prospective clients the ability to talk to a live person, with knowledge of our business and practice areas, after normal business hours; to give a more personal feel.

SOLUTION

How did you select this vendor?

Referral from a tech company we use for our website and blog spot, Tiny Frog Technologies -- highly recommend them as well.

Describe the project in detail.

Smith.ia provides us phone coverage 24/7 for our clients and prospective clients. Live person answering our phones 24/7 with a detailed email message from the call. Very effective.

What was the team composition?

Smith.ia has dedicated teams that picks up our call beyond our normal business hours 24/7. Clients like the idea of scheduling appointments at all hours of the night and weekends -- prospective client like talking to a real person as well at any time.

RESULTS & FEEDBACK

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

Senior Account Rep called me on a Sunday, yes a Sunday!, to walk me thru how to make the changes I needed but could not figure out how to do in their self service client site. Unexpected but very happy about it, great service. Very positive feedback from my client as to professionalism on Smith.ia telephone calls. Smith.ia moved to 24/7 phone coverage. Smith.ia Reps knowledgable about the legal services we offer and those we do not.

How effective was the workflow between your team and theirs?

Incredibly effective; in fact, I wrote a panicked email over the weekend that was outside Smith.ai's normal business hours. I needed to change some call routing on the fly over a weekend. I figured I'd have to wait until Monday morning but a Smith.ai Senior Account Rep called me on a Sunday, yes a Sunday!, to walk me thru how to make the changes I needed. It was her day off and she was heading to a family cookout! Now that's service! We are very happy with Smith.ai.

What did you find most impressive about this company?

Their service, cost, and ease of use impressed us.

Are there any areas for improvement?

Frankly, none come to mind.

BACKGROUND

Please describe your company and your position there.

I am the Managing Attorney of a compassionate and dedicated Texas family, criminal, and car wreck law firm that cares deeply about Austin and San Antonio’s communities and the people living in them. We are dedicated to providing each case with the quality attention it deserves. We are professional, accessible, and prepared.

OPPORTUNITY / CHALLENGE

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

I hired Smith.ai to serve as a virtual receptionist for my law firm to help with overflow calls.

What were your goals for this project?

The project is ongoing. I desire to answer calls from potential new clients 24/7 and to have outstanding customer service.

SOLUTION

How did you select this vendor?

I heard about this company from colleagues who used their service. I also compared this company to other answering services.

Describe the project in detail.

The project is ongoing. I desire to answer calls from potential new clients 24/7 and to have outstanding customer service.

What was the team composition?

They have multiple staff members who are available to assist.

RESULTS & FEEDBACK

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

Smith.ai helps with my firm's customer service and intake process. We never miss a call because of them.

How effective was the workflow between your team and theirs?

They assigned me an account manager who is very knowledgeable and helpful.

What did you find most impressive about this company?

Smith.ai is very professional and thorough.

Are there any areas for improvement?

Not at this time.

BACKGROUND

Please describe your company and your position there.

I am the attorney/owner of a small law firm, Law Office of Jeanette Mora, P.A. in the Central Florida region.

OPPORTUNITY / CHALLENGE

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

Virtual Receptionist Services

What were your goals for this project?

Reduce calls to me directly, increase consultations on the calendar and have more efficient time management.

SOLUTION

How did you select this vendor?

They answer all my calls, no call is ever missed. They schedule consultations on my calendar and forward messages to my email with pertinent relevant details.

Describe the project in detail.

Virtual receptionist services - answer calls, take messages, send messages to the attorney, schedule consultations, etc.

RESULTS & FEEDBACK

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

Within a week my business efficiency has greatly improved.

How effective was the workflow between your team and theirs?

Very effective and very communicative.

What did you find most impressive about this company?

Their professionalism set them apart.

Are there any areas for improvement?

No

BACKGROUND

Please describe your company and your position there.

I own a law firm in Austin, Texas.

OPPORTUNITY / CHALLENGE

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

I hired Smith.ai for call reception services, and intake help for potential customers.

What were your goals for this project?

To have consistency for clients, to make sure all calls were being answered, and to weed out non-customers before scheduling potential quality leads for consultations.

SOLUTION

How did you select this vendor?

I did several trials with reception companies, had many phone calls, conducted research, and did price comparisons. After a 7 day trial with Smith.ai, I decided to give them my business.

Describe the project in detail.

Smith.ai takes on over 100 calls from potential and existing customers per month for my law firm. They just switched to 24 hour phone service, and when they are on the calls, they follow detailed notes of instructions I have provided for them to follow when talking with and choosing to reject, schedule or transfer the call. They are very detailed, and consistent, and they make my business look good.

What was the team composition?

There are countless people on the other side of this, they have a pool of employees that answer phones. I think naturally, their team has grown over time, because my phones are always getting answered, despite my call volume doubling over time.

RESULTS & FEEDBACK

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

Aside from the above (doubling of my call volume with no issues for Smith.ai), I have seen many improvements and features added to the service over the years, like 24 hour call answering, chat boxes, intake services, etc.

How effective was the workflow between your team and theirs?

Highly. The services are linked together from their computer system to mine, and its a seamless integration!

What did you find most impressive about this company?

Their desire to continue improving services and work with customers to make plans that fit impressed us

Are there any areas for improvement?

On occasion, the calls are answered after several rings, but this is a very minor issue, considering the massive benefits I am receiving.

BACKGROUND

Please describe your company and your position there.

I'm a solo defense attorney at my own law office.

OPPORTUNITY / CHALLENGE

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

Virtual telephone reception.

What were your goals for this project?

Competent, affordable answering service.

SOLUTION

How did you select this vendor?

A colleague referred me. They seemed affordable and flexible without a long-term commitment.

Describe the project in detail.

I pay them to answer incoming calls. They take messages and/or forward the calls.

What was the team composition?

Smith.ai has various personnel who answer the calls for me.

RESULTS & FEEDBACK

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

I've been with Smith.ai for about a year now and I'm really impressed with them. I have been a solo attorney for nearly 20 years and never trusted anyone to answer my phones but me. But after missing some new client calls over the years, I got a recommendation to try Smith.ai.

First of all, the set up was very easy. I had someone from Smith.ai that personally worked with me directly to tailor everything about how the calls are answered, whether they are forwarded and even what exactly to say to the caller depending on whether they were new clients, returning clients, attorneys, courts, telemarketers, etc.

They can do the set-up meeting in-person, virtual or over the phone. They can also access my calendar to set-up meetings for me if I want them to. Also, they can adjust their forwarding and answering depending the day, time, weekends, holidays, etc. Things can even be adjusted on the fly by email, call, or even text. Really flexible and convenient. I've also been really impressed with the quality of the answering.

The person forwarding the call to me is polite, professional and well-spoken and gets the message across effectively. They will even relay a message back to the caller if I can't take a call. Then they immediately email or text me the caller's information including name, phone number, email address, message, etc., depending on what I ask them to get from the caller.

Any time I've had to make changes or had questions, they immediately respond to me by phone and/or email. Finally, they are extremely affordable for an answering service. I have attorney colleagues that pay much more for less personal and professional service.

How effective was the workflow between your team and theirs?

Very easy to reach them by phone or email. They respond quickly if I can't reach them directly by phone or email.

What did you find most impressive about this company?

They have personal and direct service tailored to my specific demands for handling incoming callers.

Are there any areas for improvement?

On rare occasion when they have a heavy call volume, it takes several minutes to get the email and text with the callers information. That's not much to complain about.