Personal injury firm switches to Smith.ai for 24/7 service

Smith.ai is a superior solution for call answering & intake

Deena Buchanan

Buchanan Law Firm

Time is a valuable commodity, especially for attorneys. Lawyers managing small firms are responsible for many non-legal, time-consuming tasks including answering inbound calls from leads, scheduling preliminary consultations with potential clients, and conducting new client intake. In fact, lawyers spend more time on administration (48%) and business development (33%) than on billable hours (28%). Fortunately, lawyers interested in gaining back their time to focus on billable work can outsource these tasks to capable virtual receptionist services. Smith.ai’s virtual receptionists help busy law firms increase efficiency and streamline tasks by providing 24/7 call answering service to leads and clients, scheduling appointments with potential clients, and conducting new client intake, all of which integrate seamlessly into your CRM.

Buchanan Law Firm

Albuquerque, New Mexico

The problem

Law firm's previous answering service not handling client intake efficiently

Our solution

Live agents handling calls and leads in real-time

Deena Buchanan of the Buchanan Law Firm first learned of Smith.ai after meeting Smith.ai’s Maddy Martin at Lawyerist’s LabCon in the Fall of 2020. Deena was interested in finding a virtual receptionist service that would help her to improve her workflows as she grew frustrated with her existing answering service’s limited availability to answer calls, leading to potential lost revenue. She was also limited by their lack of integration capabilities.

Speaking with Maddy led Deena to consider solutions that could help her overhaul her intake process and offer a better client experience using technology. In February 2021, Deena decided to switch to Smith.ai.Deena believed by using Smith.ai in conjunction with her intake software, Lawmatics, she would enhance the experience for her clients, expand her answering capabilities to 24/7 (without having to incur interruptions herself!), and streamline the intake process of new potential clients. She was right; Smith.ai turned out to be a far superior solution for her growing law firm’s call answering and intake needs.

Smith.ai’s virtual receptionists are trained to listen actively and with compassion, and to conduct new client intake of sensitive legal matters discreetly. By streamlining the intake process, Deena and her team can now focus more of their time on billable work and have peace of mind that no client call will go unanswered, no matter the time of day or night.

24/7 phone answering

Appointment booking

Free spam blocking

After-hours answering

“I am really impressed with the giving spirit of Smith.ai and how much they’re willing to interact with lawyers and help them improve their business.”

The Buchanan Law Firm is an Albuquerque, New Mexico-based law firm specializing in personal injury, workers compensation, and employment law, led by attorney Deena Buchanan. Deena switched over to Smith.ai’s virtual receptionist and live chat services after attending a law practice management event in 2020 and coming away impressed by how invested Smith.ai was in helping solo practicing attorneys and small law firms succeed. Her past experiences using other virtual receptionist services prepared her for knowing exactly what she needed from Smith.ai to ensure that her firm’s workflows operate smoothly. Deena shared the following on why the new account setup process should be collaborative with any answering service: “If I’m giving bad instructions to Smith.ai, that’s all they have to follow, but if you’re willing to be patient during the onboarding process and willing to refine the whole process, I think you’re going to get a lot of good reward out of Smith.ai.” Essentially, a little upfront investment of time in helping your answering service to understand your needs and business goals pays off large dividends in the long-run.

Smith.ai is a superior 24/7 call answering and intake service for small businesses. Our virtual receptionists help you build better relationships with new and existing clients. We will help save you money and time, give your clients the personalized attention they deserve (don’t we all prefer to talk to a human!), and capture more qualified leads (bye-bye spam calls!).