Item: Smith.ai Live Website Chat
Rating: 10
Author: Shawn Hamp, Esq.

Overall Satisfaction with Smith.ai Live Website Chat

Use Cases and Deployment Scope

Smith.ai provides web chat services for our website including chatbot AI response and live agents. They also provide live agents to respond to messages received on our Facebook business page.

This service integrates with our intake department to screen prospective new leads. This allows us to capture new leads that visit our website and choose to engage with our "chat now" feature.

Pros and Cons

Pros

Integrates with our CRM API. It allows us to capture every lead without having to manually re-enter information.
It is very cost effective compared to other online chat support providers.
Its display on the website is easy to custom configure and integrate.

Cons

No option to hand off online conversations to someone in-house.
No option to customize image of operator icon.

Return on Investment

Smith.ai has offered a low cost opportunity to staff website chat 24/7 compared to hiring someone in-house.
Website chat has captured leads more efficiently.
Live chat has enable scheduling consultations with calendar software.

Alternatives Considered

ApexChat

I have priced services with Ngage and Apex Chat. Smith.ai is more cost-efficient than these competitors.

Most services charge a very high per qualified lead basis. Sometimes $35 or higher per lead. Considering that not all qualified leads convert, client acquisition costs can still be very high.

Smith.ai only charges approximately $8 live chat sessions with low monthly flat rates. A completely automated chatbot is even less per month, and in some instances free.

Usability

The ROI and low client acquisition costs cannot be matched.

Capturing leads who are already visiting your website without relying on client contact forms is low hanging fruit that can immediately impact the bottom line.

Installing the widget for the website chat does not require much technical skill or investment.

Support Rating

The customer support has always been exceptional.

All the representatives at Smith.ai have been responsive to customer service questions and implementation of the product. They quickly respond to inquiries and have always responded positively to reasonable requests.

They show a high level of customer appreciation compared to some other companies.

Key Insights

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

Other Software Used

MyCase

Likelihood to Recommend

Smith.ai Website Chat is an excellent solution for law firm owners that want a cost-effective strategy to capture lead information from website visitors.

Our website generates hundreds of visitors each day and over 7,000 visitors per month. I strategically have placed the online chat feature on the contact page on our website to engage with only those potential clients that are serious about retaining our services and making a purchasing decision.

I have priced this type of online chat service with several other providers (Ngage, Apex Chat). Some of these providers charge as much as $35 or hire per qualified lead. Smith.ai comes in at approximately $8-$15 per chat session with a potential lead and even offers some flat rate options.

There can be further cost savings if only the chatbot feature is used without live agent support. In this option, a website visitor can engage with a chatbot using Automated questions and answers without the need for live agent support. My firm beta tested this product in of it itself and it generated several thousands of dollars in revenue.

The customer support has also been exceptional. All the representatives at Smith.ai have been responsive to customer service questions and implementation of the product.

Capturing leads with the chatbot feature and the live agent support has even been more profitable. Based on our CRM data, website chat leads generated over $127,500 of revenue for our firm and engaged with 230 potential clients in just the past 12 months.

Comments

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Peter Wahlberg
commented 4 years ago
Hi Shawn, Thank you so much for your review! We're thrilled to work with your firm to capture and convert more of your web leads resulting in more revenue for your business! Thanks! Peter, on behalf of Smith.ai

Smith.ai Offers Affordable Legal Website Chat