- Customer stories
- Smith.ai
Customer Story — Smith.ai
Customer Story — Smith.ai
How Smith.ai saves 250+ hours weekly with one Zap
Optimized operations at scale
250+ hrs
One Zap analyzes 5,000 calls weekly, eliminating over 10 days of manual work, freeing up teams to focus on coaching and service quality.
Automation Expanded
1000+
Smith.ai uses over 1,000 Zaps across two accounts to streamline both internal processes and client-facing workflows, supporting rapid growth without added headcount.
Consistent customer experience
1M+
Zapier helps manage and maintain quality across over a million client conversations over call and chat, ensuring timely, personalized interactions even as volume scales.
Company Size
280
Industry
IT Consulting
About
Smith.ai provides virtual receptionist and AI-powered client communication services for law firms, home services, and other industries.
"The speed at which we can collect feedback ensures that customers know how serious we are about proactively updating their account and makes for a fantastic customer experience."
— Ryan Gough, Principal Solutions Architect at Smith.ai
Coaching call quality at scale
Challenge
Reviewing thousands of daily client calls manually was unsustainable for quality coaching.
Solution
Zapier automates silence detection in call transcriptions using ClickUp and custom JavaScript.
Results
250+ hours saved weekly; coaches get real-time visibility into calls needing attention.
Real-time feedback triage improves customer satisfaction
Challenge
Delays in responding to customer feedback risked reducing client satisfaction.
Solution
Zapier routes low feedback scores from Customer Thermometer directly to the right team in Slack and Airtable.
Results
Instant visibility and faster responses improve customer experience and prevent escalations.
