Smith.ai Reviews

Pros

Setup was incredibly easy and the support to help do so was top notch.

Cons

There's no way to have local staff ran the chat box, only remote receptionists and bots.

Pros

I loved that no mater what, clients or potential clients calls were always answered. It was easy to set my availability and to access information about the calls that were received.

Cons

I hate that there are multiple people who answer the calls. There were a few calls where clients complained that they could not understand the person answering the phone and that message was incorrect.

Alternatives Considered

Reasons for Switching to Smith.ai

Pros

I cant think of any positive experience. We used them as a last resort because the service was so terrible.

Cons

Dealing with administration was impossible to get anything. You go in circles dealing with different individuals. When its time to cancel all the reps do is make offers for you to stay, when you eventually cancel they continually charge your credit card. I am not fighting with them for 6 months of overages and they will only refund 2 months. I now have to dispute the charges with my CC. Should be an easy win on my part since I have emails going back to the cancel date.

Alternatives Considered

Pros

Smith.ai has finally allowed us a scalable and affordable way to stay staffed 24/7. We had been dealing with a large volume of chat traffic to our website during off-hours (late nights & weekends) and were missing sales leads consistently. We tried overseas options, outsourced staffing in the US, and a variety of automated options but we didn't find a solution we were happy with until Smith.ai. Smith.ai has allowed us to convert a higher number of leads, and provide a much higher level of customer satisfaction. Would highly recommend to any team looking to increase response times and convert more leads.

Cons

It took some time to set up the Q&A portion initially, but it was well worth it.

Pros

Being able to use phone reps to accurately receive message on our behalf.

Cons

Sometimes the reps don’t follow detailed instructions, this can cause us to lose clients.

Pros

Smith has made running my law firm so much easier. They answer every call in a professional and friendly manner. They also follow up on leads, schedule consultations, fill out my intake form which links to my CRM system, provide online chat and more!

Cons

Smith has made running my law firm so much easier. They answer every call in a professional and friendly manner. They also follow up on leads, schedule consultations, fill out my intake form which links to my CRM system, provide online chat and more!

Pros

After reviewing various automated chat solutions we advised our client to use Smith.ai as the best solution for their needs. It was simple to implement and had minimal impact on the speed of the website. The interface was easy to modify for visitors.

Cons

It needs an easier way to white label the service.

Pros

I love the Smith.ai website chat. There is no way that I could staff a feature like that in house with my small business. Smith.ai makes the chat feature available around the clock. I am a lawyer and this feature is great for clients who are nervous or shy about making that initial phone call, or who are up thinking about the problem that they need help with outside of business hours. The Smith.ai Website Chat also integrates perfectly with my CRM/case management software. It has really been a boost to my business. I have tried other companies. Smith.ai is the best!

Cons

Nothing. I love it! Wouldn't change a thing.

Pros

Easy to deploy - Smith.ai provided a small code snippet to add to our page and we were live.
Quality of responses - we already use Smith's Receptionist services, which gave me the comfort that the quality of people answering chats would be professional, consistently polite and knowledgeable. We get an email with the full text of the chat so we know everything that has been communicated by the prospective client already so we don't ask them the same questions over again.

Cons

There is really nothing bad I can say about Smith Chat or Smith.ai as a company. We view them as a business partner and trust them to interact with clients and potential clients and represent us well, and they have never let us down.

Pros

The software is very user friendly and integrates well with our website.

Cons

There are limited communication features.

Pros

Our Firm loves the quick turnaround time when Smith.ai takes a message on our behalf, transfers the calls or takes a message to call back. The reps read the instructions and clients get excellent care. The notes the reps input transfer over to our Filevine system which feed into each of our clients cases for easy tracking which results in a positive client interaction.

Cons

We had a bit of a hard time integrating the messages directly into the clients cases in our case management platform, but a Smith ai rep worked with us as well as a rep from Filevine to fix this.

Pros

Before we started using website chat, we were consuming valuable personnel resources by responding to inquiries that were not applicable to our business or not in the area of our expertise. Using website chat frees our staff by automatically handling the client inquiry and gathering necessary information if a callback is required.

Cons

No negatives. The experience has been extremely positive.

Pros

The chatbot is easy to configure and works well. I use it on my websites for new clients to get information about what we do. It also allows existing clients to reach out if they need to schedule an appointment. The ability to also have the chatbot staffed is very nice so that prospective clients can receive the excellent customer service from Smith.AI that they would get if they called in via phone.

Cons

I cannot think of any cons. With any product you have to weigh the pros and cons of cost(if you want a staffed option) and implementation. Given the importance of potential new clients and existing clients needed to get information quick I think this is a no brainer.

Pros

This is FREE software to Smith Customers that integrates effortlessly with your website, and is highly customizable both visually (to blend with the look of the website), and content-wise. For me, it replaced a paid Chat service, with the same effect. It is a great tool that potential clients use to reach out to my Firm, and I also see many existing clients sending messages via the Chat service as a way to communicate. The message email is instant, clear and very professional. I highly recommend this service to my peers.

Cons

There are no drawbacks that I can think of with the Smith Chat service.

Pros

The Smith.AI live website chat does a tremendous job collecting lead information from web site visitors. It promptly collects phone number and email address information accurately.

Only serious inquiries leave this information upfront, and it is easy to follow up with them.

The pricing for the product is a great value. The cost of live chat support is very competitive.

The services integrate very well with my existing CRM.

Cons

The interface is not the most intuitive to learn but customer support has been great with instructing on how to use it and offer assistance with setting up the whole service.

Pros

I’ve used smith.ai receptionist services, and the Live Chat was a no brainer for me. The live chat receptionists interact in real time with website visitors in the same way he or she would interact on a live phone call. I’ve received great leads from the service. I think it’s important to meet leads where they are, and they now expect live chat.

Cons

I honestly can’t think of a negative. Smith.ai Live Chat has been great for my firm.

Pros

The ability to use artificial intelligence is amazing for a small law firm. Combining answers to frequently asked questions gives us the ability to give our clients and potential clients what they need 24/7/365. The bot is very easy to use and the Smith.AI team is very helpful. Smith.AI is helping us turn website visitors into clients.

Cons

I wish I could make the chat more prominent on my website. I also wished it was live staffed 24/7.

Pros

As a business owner, we wear so many hats. Smith. ai allows me to be in 2 places at once and ensure my calls are always answered and inquiries always receive a response. My business runs so smoothly because of them!

Cons

I have zero complaints! Their customer service is amazing and they've always addressed any needs I have.

Pros

Ease of use. Ease of onboarding. I can manage my own chat disclaimer and everything from my dashboard. This is ALWAYS available to the clients/site visitors.

Cons

How little potential clients actually use it!

Pros

I love that Smith's website chat uses real virtual reception staff during business hours so my clients get a personal touch from a real human some of the time. I also LOVE the ability to add and update questions and answers for the after-hours chat bot. It couldn't be easier to make this work.

Cons

There could be a better communication about whether a real person is answering or the bot, I'm not sure potential clients know if they have a robot or a person.

Pros

I like how I can customize the conversation with the customer, gather their info and then have a transcript sent to my email and understand what the customer needs and is looking for without me having to do any of that work upfront.

Cons

There's nothing I don't like, we are using a free version of this software for right now and its doing the job we want it to.

Pros

We've worked with other vendors in the past and have found Smith.ai among the easiest to use. They're very responsive, they communicate well, and serve as our front lines for client communications.

Cons

Nothing, we're generally pleased with the service overall.

Pros

Ease of set up, quick website implementation, month to month contract.

Cons

Working out the kinks up front with the auto-bot.

Pros

Smith.ai allows us to capture leads from our website that we had been missing previously because it took us too long to respond to them.

Cons

We have not identified any cons to using Smith.ai.

Pros

I like that we receive a transcript of each conversation- this makes requests easy to funnel to the appropriate person within the bar.

Cons

Sometimes answers are too generic- however all response codes that we have implemented seem to work well. Generic answers are often to questions that we do not have the ability to code in and are not typical.