Maddy Martin has spent the last decade growing tech startups from New York to California, and most recently helping law firms streamline efficiencies with inbound and outbound communication. Maddy is the Head of Growth & Education at Smith.ai, a virtual receptionist service for phone calls, web chat, and text messages that combines human intelligence and AI to help small businesses achieve happier clients and more qualified leads.

 

In this episode, Maddy and I discuss:

•  Business acumen gaps identified in the 2019 Clio Trends Report
•  Variability in lawyer staffing choices, on site and off site
•  2 Keys for deciding how much call volume to buy from an off site provider
•  How NOT to pay for spam or wrong number calls
• Virtual reception service extras, such as collection calls, confirming appointments, court reminders and networking follow up
• Intake support, such as conflict checks and web chat
• The Appearance of a larger firm through strategic use of off-site personnel
• Text-based communications – legal disclaimers as protection
• SMS support to email drop campaigns
• Acceleration of the Client Acquisition cycle