Smith.aiReviews of smith.ai

Very diligent, professional and courteous service

The receptionists are pleasant, follow a script but don't make it sound scripted. They make good intake decisions about whether a prospect is a good fit for our practice area. They can send scheduling links which reduces calls and work in the office while getting clients scheduled for appointments. I have been using them for 6 months and it has really helped reduce interruptions in the office and increased client acquisition.

I really didn't have high expectations when we were looking for a new call center. I just wanted someone better than what we had… I have been blown away with the level of professionalism from Smith.AI. My support tickets are responded to very quickly and they always try to help me problem solve my issues.

Kind of rude chat agent. She refuses to answer a simple question and end up the chat without asking if I have any further questions.

I have been with Smith.ai for a few years now. They have been invaluable to my law firm, especially as a solo practitioner. No matter how large my 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.

Filtering calls to get leads directed promptly and professionally

UPDATE to 1 Start: Smith.si response's is a material misrepresentation of what transpired. My experience was after they answered calls for just 4 days. No way I was willing to stick around to help this business resolve its customer services challenges and coachable opportunities as they put it. Not on my dime. If you have that $600/month to spend to review another company's work, then by all means this is the service for you. To be fair, I did have a phenomenal onboarding experience which fell short after implementation. At no time did I say I was too busy to approve revisions and in fact made many through your portal by myself. Your rep did acknowledge her mistake of not including the signature line when "copying and pasting" the sample follow-up message provided. [Potential customers be warned, critical thinking cost extra] As previously stated in my initial post, you have to double triple-check all their work. [Tip: make sure to select cc: option on the dashboard to see what is actually being sent to customers] This whole “Help us help you” is a lame and very unprofessional attempt to push off responsibility instead of improving their service. I wish I could post screenshots of our correspondence showing their response does not correlate with what actually transpired along with notes where their team referred to me as an attorney. To then post here that you found no "confirmation" that I was referred to as an "attorney" is just shameful. Ignoring your guidance? Guidance for what exactly? To change my business operation to fit your model? No, thank you. Just be honest and say your system is inflexible and has limitations. Your team is not trained to ask follow-up questions in order to obtain the information needed to qualify the lead. My automated service can do that. You do not truly have bilingual services. I had to pay for a separate dedicated Spanish line. I have moved on to a service where all reps are actually bilingual and I get to try their service FREE! —————————— Receptionists do not read instructions. There were multiple issues, such as scheduling telephone consults without offering in-person or virtual options; not accurately screening callers; Referring to me as an attorney (I am a Legal Document Assistant) which opens up my business for considerable liability. Follow-up emails sent to customers did not have a salutation or signature line. To some extent, this can be viewed it's a simple oversight, but there is an expectation of reasonableness. Is it unreasonable to expect a greeting or with requesting that a signature line be included in emails? I don't think so. My Onboard Specialist just went over this morning. And, it still appears that the email signature line did not make it into the revisions. What is unreasonable is the amount of time I'm spending on such a simple request. The fact that emails went out without a greeting or signature line is not how I wish to be presented to the public. It also explains why my client conversion rate dropped immediately after implementing Smith.ai.

Smith.ai positively represents our small business by providing reliable, courteous, and prompt Customer Service to our callers. Within the last two years, we experienced a threefold increase in caller volume, due to Smith.ai consistently answering incoming calls within one to two rings. Additionally, we receive positive, Customer feedback that Smith.ai Receptionists are friendly, professional, and answer their service, related questions. Thank you Smith.ai!