# Smith.ai Live Chat Reviews **Vendor:** Smith.ai **Category:** [Managed Live Chat Providers](https://www.g2.com/categories/managed-live-chat) **Average Rating:** 4.8/5.0 **Total Reviews:** 21 ## About Smith.ai Live Chat Smith.ai Live Website Chat is the fastest and friendliest way to capture, screen, and convert website leads. Our Live Chat agents answer questions, screen leads, and schedule appointments 24/7. Chat can assist with screening leads with basic questions so you maximize meaningful interactions. Pay for relevant chats only. Easy setup on all website platforms. Instant chat transcripts in your email and CRM. SMS messages included. Let customers call you with Chat to Call. Smith.ai Live Chat is the most effective and affordable way to convert new website leads to grow your business. ## Smith.ai Live Chat Reviews ### 1. Your reliable partner in easy and fast communication with your customers **Rating:** 3.5/5.0 stars **Reviewed by:** Juhani M. | Head of Delivery, Technical Solutions , Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2023 **What do you like best about Smith.ai Live Chat?** Smith.ai I like it because it's a live chat on my website to improve customer service and engagement. With chat, my clients can easily and quickly communicate with my business in real time, which helps me provide immediate assistance and respond to their requests. **What do you dislike about Smith.ai Live Chat?** However Smith.ai live chat is a great tool, but there are some areas for improvements. I didn't like this confusion, for example, some chatbot answers are not related to the client's question. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** Smith.ai Live Chat has brought great benefits to my company. It helped me communicate with my clients in real time and Smith.ai Live Chat has played an important role in increasing my business's online presence and profitability. ### 2. Improving communication with customers Smith.ai transcription and analysis of live chat **Rating:** 3.5/5.0 stars **Reviewed by:** Julie S. | Senior Director, Strategy at Optum Health, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2023 **What do you like best about Smith.ai Live Chat?** Smith.ai the benefit of live chat was a great solution for my business, and it helped me improve customer service and increase revenue. **What do you dislike about Smith.ai Live Chat?** Chat is not bad but chat agents can't answer some of my clients ' technical questions it would be nice to sort out this error **What problems is Smith.ai Live Chat solving and how is that benefiting you?** The benefits of this chat not only improved my customer service, but also increased sales and revenue. In addition, chat transcripts and analytics are provided Smith.ai live chat gave me valuable information about the needs of my clients ### 3. Very Professional and Personalized **Rating:** 5.0/5.0 stars **Reviewed by:** Aaron W. | Strategy Director &, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 20, 2021 **Describe the project or task Smith.ai Live Chat helped with:** Smith ai incorporated live chat into our online lead generation website. **What do you like best about Smith.ai Live Chat?** 1. It's functional 2. The live chat receptionists are beyond excellent and don't make mistakes. **What do you dislike about Smith.ai Live Chat?** The chat widget is mobile friendly, but doesn't lend itself to starting open or opening since it takes up a lot of smart phone real estate. Very minor and Super far from being a deal killer. **Recommendations to others considering Smith.ai Live Chat:** Do it! Very inexpensive given what it buys you. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** Added live chat to website. Benefit is some leads really prefer live chat to phone or contact forms. **Official Response from Maddy Martin:** > Thank you for your review, Aaron! We're happy to respond and capture your web leads! ### 4. Smith.ai Live Chat Review **Rating:** 4.5/5.0 stars **Reviewed by:** John R. S. | Co-Chair, Law Practice **Reviewed Date:** December 16, 2020 **Official Response from Maddy Martin:** > Thank you so much for your kind words, John! We're more than happy to answer your leads 24/7 on your behalf to let you focus on existing client work! ### 5. Fantastic CX Experience (Smith.ai) **Rating:** 5.0/5.0 stars **Reviewed by:** R.J. N. | C, Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2021 **Describe the project or task Smith.ai Live Chat helped with:** 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. **What do you like best about Smith.ai Live Chat?** Smith.ai has finally allowed us a scalable and affordable way to stay staffed 24/7. 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. **What do you dislike about Smith.ai Live Chat?** The setup process takes a little bit of time, but it is well worth it once you are done. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** We have not had any problems so far and are able to provide support for our customers 24/7. This has led to an increase in sales by over 50% from when it was first implemented and almost no frustrated customers coming in looking for an answer. **Official Response from Maddy Martin:** > Thank you for your review, RJ! We're more than happy to help increase your response time and convert a higher number of your web leads! ### 6. No Brainer **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Legal Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2021 **Describe the project or task Smith.ai Live Chat helped with:** 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. **What do you like best about Smith.ai Live Chat?** I don't miss leads who are ready to convert when on the website. **What do you dislike about Smith.ai Live Chat?** I haven't had any problems. The agents interact with the same script I use for answering phone calls. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** I practice family law. People like to deal with setting up consultations while they are at work and unable to talk in the phone. This is convenient for leads. **Official Response from Maddy Martin:** > Thank you for your review! We're more than happy to help capture your web leads for your business! ### 7. Helped Streamline Our Firm **Rating:** 5.0/5.0 stars **Reviewed by:** Amanda R. | Paralegal, Small-Business (50 or fewer emp.) **Reviewed Date:** March 08, 2021 **Describe the project or task Smith.ai Live Chat helped with:** Smith.ai has been fantastic with assisting with new and current clients. Our firm has been able to streamline many of our practices and grow due to Smith.ai's assistance with lead management. **What do you like best about Smith.ai Live Chat?** The best part of Smith.ai is the fact that our clients can reach someone 24/7 via chat or phone. This has increased our clients' satisfaction with our firm and services. **What do you dislike about Smith.ai Live Chat?** Sometimes the receptionists do not follow the instructions provided by the firm causing some communication issues. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** Our front office staff has more time to complete other tasks without having to worry about the phone calls, voicemails, or chats being missed. This makes our firm more productive. **Official Response from Maddy Martin:** > Thank you for your review, Amanda! We're happy to help your staff complete other productive tasks while we're answering your chats and calls! ### 8. Smith Chat increased my Leads by an additional 30% **Rating:** 5.0/5.0 stars **Reviewed by:** Maria N. J. | Law Offices of Maria N. Jonsson, Trusts & Estates, Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2020 **Describe the project or task Smith.ai Live Chat helped with:** Smith Chat is a great and very convenient avenue for website visitors to get in touch effortlessly without calling or emailing me. The Chat service literally adds an average of 25% additional Leads each month for my law firm. It is very customizable to fit with your brand, as well as to design the right Q&A to afford an easy access for site visitors to share their legal needs. **What do you like best about Smith.ai Live Chat?** The Chat creates an instant email with the visitor's contact info so we can immediately follow up on the Lead. I like the feature to ask "HOW do you prefer to be contacted" -so the follow up on our part is most welcome by the visitor. **What do you dislike about Smith.ai Live Chat?** There is nothing that I dislike about the chat service - it replaced my original third party chat service, which came at the time my designed - at a significant cost reduction and a great value to my firm. **Recommendations to others considering Smith.ai Live Chat:** Take a leap of faith with Smith.ai Chat and you will not regret it **What problems is Smith.ai Live Chat solving and how is that benefiting you?** Easy access from any platform, with no need to log into email or call/speak with my Front Desk. Instant email that alerts me of the Lead. The Chat leads comprise a sizeable part of my converted leads. **Official Response from Maddy Martin:** > Thank you for your review, Maria! We're happy to help increase your leads by an additional 30%! ### 9. Great Services for a Great Price **Rating:** 5.0/5.0 stars **Reviewed by:** Sara M. K. | Associate Attorney (Legal Engineer), Small-Business (50 or fewer emp.) **Reviewed Date:** November 03, 2020 **Describe the project or task Smith.ai Live Chat helped with:** They answer phones for our law firm 24/7. We've been able to ensure all clients and potential clients can speak to a live person at any time during Covid-19. They also schedule meetings, complete intakes for us and collect payments over the phone. **What do you like best about Smith.ai Live Chat?** Staff is really responsive to our requests. Clients are impressed by the professional staff. Prices are great for the services they provide. Everything is so easy to use and set up. We've tried other answering services in the past and found the professionalism and responsiveness was lacking. **What do you dislike about Smith.ai Live Chat?** Not much to dislike. They're constantly striving to provide better service for us and our clients. We haven't encountered any problems with their services. I do wish they had an app to interact with the Smith.AI dashboard. **Recommendations to others considering Smith.ai Live Chat:** Try them out if you're even considering a chat service. You will not be disappointed. They offer great trials and white glove setup services. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** We use them for answering phones, completing intakes, scheduling meetings, and taking payments. The benefits have been enormous. We save 10-15 min. of staff time with every call they answer. **Official Response from Maddy Martin:** > Thank you, Sara! We're happy to respond 24/7 to your leads and clients and save time for your staff! ### 10. Smith.ai rocks!! **Rating:** 5.0/5.0 stars **Reviewed by:** Crissy S. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2020 **Describe the project or task Smith.ai Live Chat helped with:** I’ve been a customer of Smith’s for over two years now. I’ve used their online chat service which are excellent and continue to use the following: they answer calls, schedule new clients, follow up on leads and more! **What do you like best about Smith.ai Live Chat?** I love that Smith will answer calls and input information directly into my intake that syncs to my CRM. I also love that they never get information from leads wrong (something my old service did often). **What do you dislike about Smith.ai Live Chat?** Nothing so far - very happy with them! Even if I ever have questions or need clarification on something they are so responsive. Great customer service! **Recommendations to others considering Smith.ai Live Chat:** Give them a shot! You will not be disappointed. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** They don’t get lead or client information incorrect when answering calls, they don’t hang up on leads and I no longer get the complaint that it sounds like i have an answering service. **Official Response from Maddy Martin:** > Thanks for the review, Crissy! We're so happy that we're enabling fast (and accurate!) intake to your CRM and giving your current and potential clients a positive experience. ### 11. Highly Recommend **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Legal Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 02, 2021 **Describe the project or task Smith.ai Live Chat helped with:** Live chat for potential new clients **What do you like best about Smith.ai Live Chat?** Responsiveness and professionalism and friendliness. **What do you dislike about Smith.ai Live Chat?** There isn't anything that i dislike. I will keep using. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** Getting clients interacting right away makes them feel important and cared about. **Official Response from Maddy Martin:** > Thank you for your response! We're happy to help to capture web lead through our live chat for your business! ### 12. Great service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Law Practice | Small-Business (50 or fewer emp.) **Reviewed Date:** October 30, 2020 **Describe the project or task Smith.ai Live Chat helped with:** They engage with relevant chats and obtain information for our office. They facilitate the screening process for us. **What do you like best about Smith.ai Live Chat?** I like that the agents gather all the initial information for us. **What do you dislike about Smith.ai Live Chat?** For now, we have not had any complaints. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** They filter out spam chats and use specific introduction language to weed through relevant/non-relevant chats. This is extremely helpful for us because we don't have to worry about whether or not the perspective client is someone we can actually help. Great benefit and addition to our webpage. **Official Response from Maddy Martin:** > Thank you very much for your review! We're happy to screen and qualify potential clients for your office. ### 13. The Future Of Chat **Rating:** 5.0/5.0 stars **Reviewed by:** Ryan M. | Co-Founder and CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** January 12, 2020 **Describe the project or task Smith.ai Live Chat helped with:** We hired Smith.ai Live Chat to assist with our web chat. The Smith.AI team has been tremendously helpful in building a bot for us. The combination of the bot with a live person has proven to yield a high number of conversions And as a business owner, I know my questions are being answered correctly 24/7 without me. That peace of mind is hard to put a price on. **What do you like best about Smith.ai Live Chat?** We really love the bot/live person combination. It allows us to provide great chats while saving money. I like to think of them as human assisted chats. Great stuff. **What do you dislike about Smith.ai Live Chat?** I'd say the only downside of Smith.Ai is at this point I think there's one style chat option on the site. It's not a big deal but sometimes I worry it gets lost on my page. Though people find it and chat with it. **Recommendations to others considering Smith.ai Live Chat:** Look hard at Smith.ai **What problems is Smith.ai Live Chat solving and how is that benefiting you?** We are solving the need to better serve our clients and prospective clients through the use of a 24/7 bot. Bots are the future. ### 14. Great support and easy setup **Rating:** 5.0/5.0 stars **Reviewed by:** Kyle P. | Founding Attorney, Small-Business (50 or fewer emp.) **Reviewed Date:** May 11, 2020 **Describe the project or task Smith.ai Live Chat helped with:** Smith.ai Live Chat helped us boost our online conversations as we expanded into a neighboring geographic market. **What do you like best about Smith.ai Live Chat?** Super easy setup and helpful support to get started. **What do you dislike about Smith.ai Live Chat?** At first, I wished there was an option for local staff to respond to certain prompts, but overall I think it may have helped us to not have to respond to another "ping" **What problems is Smith.ai Live Chat solving and how is that benefiting you?** I've been able to increase the number of conversions on our website. **Official Response from Maddy Martin:** > Thank you Kyle! We're very happy we've helped increase your conversions. ### 15. Captured several quality leads with very few tweaks . . . **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Legal Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 12, 2020 **Describe the project or task Smith.ai Live Chat helped with:** We implemented Smith.ai live chat on our law firm website to see if we could convert more clicks. With a few tweaks in the beginning we've been able to streamline a process to capture more leads and convert more clients. The ROI on this has been incredible. **What do you like best about Smith.ai Live Chat?** Ease of set up. Emails generated from leads that can be shared with the appropriate staff. **What do you dislike about Smith.ai Live Chat?** Sometimes the autobot responds in a way that it's clear it's not a real person and we loose some leads. **Recommendations to others considering Smith.ai Live Chat:** Take advantage of the 30 day trial but invest that time in getting set up correctly. It's worth the initial time investment. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** We are capturing people reading our blog or visiting our website and converting them to consults / clients for our firm. ### 16. Simple and great service **Rating:** 5.0/5.0 stars **Reviewed by:** Brian W. | Principal Attorney, Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2019 **Describe the project or task Smith.ai Live Chat helped with:** We wanted potential clients to be able to interact with us however they want to make it as convenient as possible to work with us. adding chat was a natural next step. We were already using 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. **What do you like best about Smith.ai Live Chat?** Extremely easy to deploy - Smith.ai provided a small code snippet to add to our page and we were live. Also, the quality of responses and client engagement is great, it is clear the client is chatting with a real person and not an automated bot. **What do you dislike about Smith.ai Live Chat?** Nothing at all. I can't think of anything negative to include here, Working with Smith has been one of the few decisions I have made since starting my practice that I haven't second-guessed or looked to see if there is something better out there. **Recommendations to others considering Smith.ai Live Chat:** If you are evaluating chat providers, Smith is an extremely easy way to try it out without making a big commitment. I also think if you work with them, you will be blown away by how easy they make it on their customers to do business with them. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** Availability of a real person for extended hours, and it sets my mind at ease to know that a potential client isn't waiting on a response from us. ### 17. Great Service That is Helping Us Connect with More Prospects **Rating:** 5.0/5.0 stars **Reviewed by:** Michael S. | Managing Member, Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2020 **Describe the project or task Smith.ai Live Chat helped with:** Smith.ai has provided chat for our website. We are now capturing leads directly from our website that before had to call into our office or we missed altogether. **What do you like best about Smith.ai Live Chat?** The after-hours chat that allows us to catch leads when we're not in the office. **What do you dislike about Smith.ai Live Chat?** So far, so good. There is really nothing that we have found a problem. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** Smith.ai chat allows us to capture leads from our website that previously we would have missed. ### 18. The best we've used **Rating:** 5.0/5.0 stars **Reviewed by:** Scott M. P. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2020 **Describe the project or task Smith.ai Live Chat helped with:** Phone answering, scheduling, etc. **What do you like best about Smith.ai Live Chat?** Quick response time and willingness to adjust to our needs. **What do you dislike about Smith.ai Live Chat?** Nothing comes to mind. The company is very responsive. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** Missed calls were previously always an issue. Now we know that nothing is getting missed. ### 19. It has been wonderful thus far. **Rating:** 5.0/5.0 stars **Reviewed by:** Colleen S. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2019 **Describe the project or task Smith.ai Live Chat helped with:** Smith.ai fields calls from potential clients, current clients, referrals, colleagues, etc. The receptionists take detailed messages and follow the script I created to a T. **What do you like best about Smith.ai Live Chat?** The professionalism and accuracy the receptionists have. **What do you dislike about Smith.ai Live Chat?** The cost. Many of my calls are short and smith.ai charges per call. Overall the service is wonderful and the cost is competitive. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** It has saved me ample time. ### 20. Smith.AI's Live Chat Service is fantastic! **Rating:** 5.0/5.0 stars **Reviewed by:** Chelsey L. | Co-Founder of Events.Legal for Legal Tech Media Group, Legal Services, Small-Business (50 or fewer emp.) **Reviewed Date:** August 12, 2019 **Describe the project or task Smith.ai Live Chat helped with:** I used Smith.ai's chat service on our primary consulting website. They were able to increase our overall conversion rate by scheduling consults before visitors leave. **What do you like best about Smith.ai Live Chat?** Friendly and reliable support with great pricing structure for small businesses. **What do you dislike about Smith.ai Live Chat?** Did not find anything to dislike. Smith.ai provides tremendous value for the price. **Recommendations to others considering Smith.ai Live Chat:** Note and share the technology you use with Smith.ai as they can work with nearly any practice management, CRM or scheduling system. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** Capturing more email subscribers! ### 21. An essential part of my practice! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Law Practice | Small-Business (50 or fewer emp.) **Reviewed Date:** September 23, 2019 **Describe the project or task Smith.ai Live Chat helped with:** This service helps me field incoming calls from new/potential clients, current clients, referral partners, and colleagues. **What do you like best about Smith.ai Live Chat?** They are friendly, prompt, and communicative. **What do you dislike about Smith.ai Live Chat?** Nothing I can think of- it's a great service. **What problems is Smith.ai Live Chat solving and how is that benefiting you?** I don't have to take unscheduled calls or interrupt my day- it has been a huge time-saver. ## Smith.ai Live Chat Discussions - [What if I need to cancel my service?](https://www.g2.com/discussions/what-if-i-need-to-cancel-my-service) - 1 comment, 1 upvote - [What happens if I'd like to pause my service?](https://www.g2.com/discussions/what-happens-if-i-d-like-to-pause-my-service) - 1 comment, 1 upvote - [What is a "relevant" chat?](https://www.g2.com/discussions/what-is-a-relevant-chat) - 1 comment, 1 upvote - [Do you have customers sign contracts?](https://www.g2.com/discussions/do-you-have-customers-sign-contracts) - 1 comment, 1 upvote - [Do you charge for add-ons?](https://www.g2.com/discussions/do-you-charge-for-add-ons) - 1 comment, 1 upvote - [View Smith.ai Live Chat pricing details and edition comparison](https://www.g2.com/products/smith-ai-live-chat/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-31+05%3A54%3A27+-0500&secure%5Bsession_id%5D=645eeb8c-c359-45d8-9795-ca73ab92e8cd&secure%5Btoken%5D=8224f6caa72cf7233331031f162019ab2eab21e4db4e0582d20e3f92482442c2&format=llm_user) ## Smith.ai Live Chat Features **Planning** - Needs Assessment - Resource Allocation - Stayed within Budget - Statement of Work - Best Practices **Delivery** - Technical Expertise - Met Deadlines - Meeting Management - Project Updates - Scope Management - Roll-out **Team Quality** - Change Management Skills - Executive Presence - Vertical Expertise - Technology Partnerships ## Top Smith.ai Live Chat Alternatives - [Chat Metrics | Managed Live Chat](https://www.g2.com/products/chat-metrics-managed-live-chat/reviews) - 4.8/5.0 (21 reviews) - [Peak Support](https://www.g2.com/products/peak-support/reviews) - 4.8/5.0 (39 reviews) - [Ruby Receptionists](https://www.g2.com/products/ruby-receptionists/reviews) - 3.8/5.0 (12 reviews)