We use Smith.ai live chat as our virtual receptionist. They completely replaced our live person in the office. They handle all incoming chats, texts, Facebook Messenger traffic, and phone calls for my law firm. It is used as our primary receptionist service for all my employees. Smith handles the incoming chats/texts/calls for potential new clients and existing clients. For potential new clients, they do a lot of prescreening and prequalification of clients (do they have a legal issue we handle, are they located in the states we service, can they pay, and collecting contact information). Then they either transfer the live calls immediately (according to our rules) or schedule the caller to our web calendars (
Calendly) for a call back. Absolutely seamless and 24/7 chat handling, all US time zones. Smith.ai is probably saving my firm $25k per year (probably a lot more) in receptionist services if we had a live person or team trying to answer chats 24/7 or even 12 hours a day. I test them periodically and they are always perfect. They follow a very detailed set of rules for how to handle chats and route them accordingly. Then they send a complete transcript of the chat to the distribution list we provide so all the right people see it (sales, office administrator, CEO). Tech support is super responsive and make changes to the script/rules almost immediately. They also provide other services we're not using but that I plan to later this year. Specifically, conflict checking new clients, collections, bi-lingual answering and chat, and more sophisticated lead qualification. They are awesome, and I've worked with many services that claim to do what Smith.ai does. None of the other even come close. Highly recommend.
