Smith.ai - Most Oustandingest Live Chat Service in the History of the World (You can stop searching for your chat solution now)
Anonymous | TrustRadius Reviewer
June 05, 2020

Smith.ai - Most Oustandingest Live Chat Service in the History of the World (You can stop searching for your chat solution now)

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Smith.ai Live Website Chat

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.
  • Pre-screening/qualifying potential new clients - Saves us hundreds of hours in lead qualification.
  • Integrating with our other software (Clio Manage, Calendly, website with their chatbot).
  • Super responsive customer support that fixes things the first time.
  • Really nothing has been bad. The only thing that is a little challenging is dashboard which splits chat and phone reception services, which can be confusing. But still very workable.
  • Positive - Smith.ai has easily saved me $25k+ in receptionist costs. They probably helped me land another $50k in new business I would otherwise not have brought in the door because they immediately grabbed the client on our website so they didn't get away or have to wait 2 days for a call back. Great ROI (100 to 1 ROI is probably not an exaggeration for my law firm).
  • Ruby Receptionist - Used it for 1 year. Poor service, not as many features. Smith.ai is light years beyond Ruby.
  • Back Office Betties - Investigated, did not use, mainly because Smith offered 24/7 service and way more chat and text options.
  • Various Virtual Office Services that claim to offer Receptionist Services - Premier (terrible service, limited hours, limited services, expensive), Regus (again. limited hours, no 24/7 chat or live answering).
Support is outstanding. They immediately make changes to the script rules, chat handling that we need and usually get right the first time. Best customer support I've had from any vendor ever, and I've used hundreds of vendors over the years.

Do you think Smith.ai Live Website Chat delivers good value for the price?

Yes

Are you happy with Smith.ai Live Website Chat's feature set?

Yes

Did Smith.ai Live Website Chat live up to sales and marketing promises?

Yes

Did implementation of Smith.ai Live Website Chat go as expected?

Yes

Would you buy Smith.ai Live Website Chat again?

Yes

Perfect for 24/7 chat agent to monitor the website so you don't miss any clients. Also if you need an after hours receptionist to take calls, texts, chats and Facebook messages, it's great and super well priced.