Smith.ai

BACKGROUND

Introduce your business and what you do there.

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

OPPORTUNITY / CHALLENGE

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

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

SOLUTION

What was the scope of their involvement?

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

What is the team composition?

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

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

How much have you invested with them?

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

What is the status of this engagement?

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

RESULTS & FEEDBACK

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

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

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

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

What did you find most impressive about them?

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

Are there any areas they could improve?

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

Do you have any advice for potential customers?

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

BACKGROUND

Introduce your business and what you do there.

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

OPPORTUNITY / CHALLENGE

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

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

SOLUTION

What was the scope of their involvement?

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

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

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

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

What is the team composition?

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

How did you come to work with Smith.ai?

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

How much have you invested in them?

We’ve spent less than $10,000.

What is the status of this engagement?

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

RESULTS & FEEDBACK

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

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

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

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

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

What did you find most impressive about them?

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

Are there any areas they could improve?

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

Do you have any advice for potential customers?

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

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!