Kingsley Szamet Employment Law

How Kingsley Szamet reclaimed half their intake team's time with Sophia

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 Sophia, a digital intake co-worker running across phone and SMS.

The Challenge

• After-hours and weekend inquiries went unanswered

• Traditional answering service cost north of $60,000 a year, with no web form handling

• Call-center reps lacked employment law expertise, requiring 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

Results with Superpanel

Half the intake team's time reclaimed

Efficiency

• 45 to 50% of intake-team time freed from directing an external answering service

• Reclaimed time redirected to deeper qualification and richer client conversations

Capability

• Multi-channel engagement across phone, SMS, and immediate web form follow-up

• Pre-retainer document collection and real-time live transfers when leads qualify

• Pricing aligned to hard outcomes (retainers signed)

Adoption

• Only 1 to 2% of callers ask to be transferred to a human

• Clients engage over multi-day conversations spanning calls, SMS, email, and documents

Client Experience

• Immediate coverage across phone, SMS, and web forms, including evenings and weekends

• Reduced wait times for clients 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.

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