The Math
What the answering service cost
Over $60,000 a year for phone coverage that did not touch web forms. Reps without employment law training, which meant constant correction. And 45 to 50% of the intake team's time spent directing the service and cleaning up after it. The invoice was the smaller number.
What replaced it
Coverage across phone, text, and web forms including evenings and weekends, pre-retainer document collection, and live transfer the moment a lead qualifies. Pricing is tied to retainers signed, so what the firm pays tracks what the system actually produces.
About Kingsley Szamet
Kingsley Szamet is a California employment law firm whose clients often reach out in moments of distress. The intake team handled calls and forms during business hours, but after-hours and weekend inquiries went unanswered. The firm partnered with Superpanel to build a digital teammate running across phone, text, and web forms.
What wasn't working
After-hours and weekend inquiries went unanswered.
The answering service cost north of $60,000 a year and did not touch web forms.
Call-center reps had no employment law training, so their notes needed constant correction.
Managing the service consumed 45 to 50% of the intake team’s time.
"There's this idea of really listening to the customer and trying to customize the product to each practice, because everybody does it a little bit differently. That's something very, very unique about Superpanel."
- Eric Kingsley, Founding Partner
What changed
Speed and coverage. Inquiries that used to sit until Monday now get a response in seconds. Average first response is 12 seconds, and 97% of contacts are reached within 2 minutes, nights and weekends included.
Efficiency. 45 to 50% of the intake team's time is back. It goes into deeper qualification and longer conversations with clients who are already in the door.
Capability. Phone, text, and immediate web form follow-up. Pre-retainer document collection. Live transfer the moment a lead qualifies. Pricing tied to retainers signed.
Adoption. Only 1 to 2% of callers ask to be transferred to a human. When they ask, they get one. Clients engage over multi-day conversations spanning calls, text, email, and documents.
Client experience. Immediate coverage on every channel, including evenings and weekends, and shorter waits for people reaching out in distress.
"We want to make sure that phones are being attended to immediately, and people aren't waiting around. Superpanel has been helping us move a lot more quickly."
Kimberley Madrid, Office Manager
Your growth shouldn't be limited by capacity
Superpanel handles the front line around the clock so your team can focus on the work that requires human judgment.