Smith.ai

BACKGROUND

Introduce your business and what you do there.

I’m the president of a law firm.

OPPORTUNITY / CHALLENGE

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

We needed help with receptionist services.

SOLUTION

What was the scope of their involvement?

Smith.ai provides receptionist services, including answering calls, scheduling appointments, and managing messages.

What is the team composition?

We don’t know how many teammates from Smith.ai are assigned to our project.

How did you come to work with Smith.ai?

Someone referred Smith.ai to me, so I chose them because they offered good value for the cost.

What is the status of this engagement?

We started working with Smith.ai in August 2023, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Smith.ai has successfully answered and routed our calls.

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

Smith.ai’s project management is good; they deliver on time. We communicate via email and messaging apps.

What did you find most impressive about them?

Smith.ai’s quick response time is impressive.

Are there any areas they could improve?

There’s nothing they need to improve.

BACKGROUND

Please describe your company and position.

I am the Owner of Rose Law Group

Describe what your company does in a single sentence.

We provide legal representation 

OPPORTUNITY / CHALLENGE

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

• Client communication
• Intakes
• Case management

SOLUTION

How did you find Smith.ai?

Referral

Why did you select Smith.ai over others?

• Great culture fit
• Good value for cost
• Referred to me

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

6-10 Employees

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

Now, I can focus on legal work while also having professional receptionists answer my business phone, greet new and existing clients, and complete intakes, which I can then review later on and follow up. Smith AI’s service has allowed my business to grow, while I continue to focus on delivering outstanding legal representation for my current clients.

RESULTS & FEEDBACK

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

Increased client intakes by 30%

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

They consistently met deadlines and answer calls on time 

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's reliability has been impressive.

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

No

BACKGROUND

Please describe your company and position.

 I am the Office Manager of a legal company 

Describe what your company does in a single sentence.

Legal services

OPPORTUNITY / CHALLENGE

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

• Reception services
• Integration with Dialpad

SOLUTION

How did you find Smith.ai?

Online Search

Why did you select Smith.ai over others?

• High ratings
• Good value for cost
• Dialpad integration

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

Set up answering and call routing services for an offic of 11 full time staff with various needs, schedules, and duties. 

RESULTS & FEEDBACK

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

Increased client satisfaction with reception services, increased call routing accuracy, increased staff support with Dialpad integration

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

Team set up account quickly with attention to detail regarding unique firm needs, updates were made as needed durring the rollout process, and ongoing support was provided as needs changed or issues arose that needed addressing

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 integrates seamlessly with our use of Dialpad, and provides real time notifications via email for incoming calls and messages. Use of ring groups allows for calls and messages to be routed to the appropriate employee class. Onboarding new employees has been easy, and customer service for both individual calls and overall account support is responsive. Clients and customers have reported a more supportive and seamless inbound calling experience. 

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

Spam filters for incoming calls are still a big agressive despite our adjustments. I am confident this is being addressed to the best of the company's abilities, but I do still receive some complaints or blocked callers that shouldn't be.

BACKGROUND

Please describe your company and position.

I am the Owner of a law firm

Describe what your company does in a single sentence.

We are an employment law firm.  

OPPORTUNITY / CHALLENGE

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

• Handle incoming calls.

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.

Answering incoming calls and following workflow rules for routing and messaging.

RESULTS & FEEDBACK

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

Transitioned from on-site receptionist to virtual.

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

They deliver their services on time, and they are very responsive to questions and requests.

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?

Good services for the price, and very polite, responsive customer service.  

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

None

BACKGROUND

Introduce your business and what you do there.

I'm a partner at Ben Glass Law, a nationally recognized law firm specializing in personal injury and long-term disability cases, offering personalized service, transparent communication, and a no-recovery, no-fee guarantee.

OPPORTUNITY / CHALLENGE

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

We needed help signing up more clients.

SOLUTION

What was the scope of their involvement?

Smith.ai answers our weekend, after-hours, and rollover phone calls. The team also provides call summaries and client intake forms.

What is the team composition?

I'm unsure about the number of teammates from Smith.ai assigned to our project.

How did you come to work with Smith.ai?

Smith.ai was referred to me at a conference.

What is the status of this engagement?

We started working with Smith.ai in August 2020, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Smith.ai has helped us provide good customer service and increase our client retention. With our previous call answering service, we often lost or angered clients who got frustrated with poor communication, but that doesn't happen anymore.

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

They deliver on time. We communicate with Smith.ai via email and messaging apps.

What did you find most impressive about them?

Smith.ai works in a very hard industry, and they're the best of the best.

Are there any areas they could improve?

I don't think there's anything they can improve on.

BACKGROUND

Please describe your company and position.

I am the Founder and Financial Planner of Retirement Matters, Inc.

Describe what your company does in a single sentence.

Welath management for retirees and AbbVie executives

OPPORTUNITY / CHALLENGE

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

• Answer my phone
• Block sales calls
• Answer questions from my clients

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?

1 Employee

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

Answering my main phone line - blocking unwanted calls, putting clients through, and scheduling appointments for new clients

RESULTS & FEEDBACK

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

I spent less time on the phone with people I didn't want to, and clients had a professional person to speak to if I wasn't available versus my voicemail.

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

Answered the phones consistently and professionally. Always.

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?

Regardless of who answers the phone, I know they will do so with professionalism and courtesy to my callers.

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

No

BACKGROUND

Please describe your company and position.

I am the Attorney of Ramsland Law LLC

Describe what your company does in a single sentence.

Legal services representing employees in disputes against employers

OPPORTUNITY / CHALLENGE

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

• Call Screening
• Preliminary Qualification
• Information gathering

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
• Referred to me

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.

On the occasions where there is a missed expectation, their follow through and correction has been great. 

RESULTS & FEEDBACK

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

Have taken call answering and preliminary potential client screening off of my plate, very helpful for work focus

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

Their email reports of calls are almost always very swift, meeting my needs 95% of the time.

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?

Good experience overall - the receptionists do a good job of identifying themselves and following the questions that I've asked them so sort through.

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

Would like to see the rate of prompt email reports increased to 100%

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