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Lead Center (requires Call Tracking plan)
Conversation Analytics (Call Tracking + Conversation Intelligence)
Entry-level set up fee?
- No setup fee
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
CallRail prioritizes giving customers a clear view into their digital marketing efforts. Often overlooked by other marketing tools or analytics platforms, CallRail aims to help find the opportunities in surfacing and connecting data from calls, forms, chat and beyond—to help customers achieve better outcomes. The vendor states CallRail’s leads-focused analytics platform brings clarity to their customer’s digital marketing efforts.
|Deployment Types||Software as a Service (SaaS), Cloud, or Web-Based|
|Mobile Application||Apple iOS, Android|
|Supported Countries||United States, Canada|
- Not hard to set up.
- Not hard to select numbers.
- Not bad when working.
- [In my experience] their support is terrible, incorrect support answers are not uncommon, and finding someone who cares can be a challenge.
- Local Numbers
- Call Analytics
- Ease of Use
- Pricing keeps increasing
- Number of included numbers in the plan
- Ability to see text conversation history
- Product seems ok
- Business Ethics
- Customer Service
- Stop Scamming Customers
- Sales Team Should Be Honest
- Call tracking
- Easy monitoring
- Good reporting
- Integration with third-party softwares
- Ease of use
- We highly adore its feature of call transcripts.
- We can transfer the call without any complications.
- It is a super smooth and simple tool for call tracking.
- Its reports need to be more elaborative.
- Its integration feature is a little weak.
- Price is not so satisfying.
- Call Transcripts
- Source data
- Customer Service
- Search term reports
- Spam Call detection
- Track PPC calls down to kw level.
- Transcribing the calls.
- Caller information.
- Support was not always the most helpful.
- No other complaints.
- The automated tagging system works well when it works.
- The call analytics are presented in a easy to understand way.
- The call recording playbacks are convenient and simple to use.
- Sometimes the automatic tagging can be wrong, in terms of whether it's a lead or not, or what the call was about.
- It's not an all-encompassing platform, and would be so much better if it weren't so isolated to its core functionality - would like to see some more integrations.
- Setting up the phone numbers can be difficult for some people.
- Tracks the type of calls
- Records the call
- Shows graphical results
- Tech support
- The onboarding process is a bit clumsy
- More detailed graphs of call flow
- Integrates with client management software making less work and keeping organized
- Calls are recorded for training and reference.
- Tracking which campaigns people are coming from as we use the multiple phone lines.
- I haven’t been using it beyond some pre-defined uses so I need to dive in more to figure out anything else.
- Clear track able amounts of callers
- Clear insight to the customer service provided during a call
- Another way to gain reviews
- We haven’t found a need for improvement yet.
- Call Tracking
- Campaign Performance Tracking
- Integration with Analytics Systems
- Integration with Smaller Platforms
- The customer service is excellent.
- They have lots of resources to help get started.
- The technology is reliable (only two short outages in two years).
- The app is convenient.
- I wish the form tracking was still included in the base product.
- I wish they checked in a little more often to see how things are going.
- I wish they were a little more transparent about uptime; i'd like to be able to see yes/no if there's an issue on their end.
- Call tracking.
- Keyword tracking.
- Ease of use - The learning curve is really short for new staff.
- Not sure how this can be fixed but sometimes (rarely) some of the tracking numbers get picked up by various web directories and the quality of these leads is poor.
- Some of the UX design (the navigation bar) could be better but this is a minor point.
- Sometimes the feature of exporting .csv file is not working well.
- CallRail makes it incredibly easy to set up dynamic tracking number insertion.
- The reports generated are usually very helpful and insightful.
- CallRail is super affordable.
- It integrates very well with Google Analytics and our CRM.
- It's a little confusing for first time users. Luckily, the learning curve is not too steep.
- It's easy to get overwhelmed quickly when customizing the software.
- Call tracking data
- SMS Support - I'd love to see text messaging features added
- Integrations - Would like to see more 3rd party integrations with CRMs
- Number availability in more populous areas
We use CallRail primarily for call tracking for our clients. Typically the best situation to use a CallRail call tracking number is within a Google AdWords campaign. We set up the campaign within AdWords and assign a phone number within CallRail for this client to be able to track phone calls coming from our paid campaign. This allows us to specifically take responsibility for these leads + be able to listen to recorded phone calls at any point throughout the campaign.
- Tracking phone calls first & foremost! Being able to have a running tally of the phone calls made and listening to the recorded calls throughout the month and providing that information back to our clients is vital!
- Their UI is exceptionally easy to use & navigate. This is important when we have many clients running at the same time and we are able to always determine what report is for which client.
- The ease of setting up a brand new client & their tracking phone number is fantastic! Saves a lot of time when it walks you through everything you need to know & do step by step.
- Some client facing reporting would be great! We typically don't give clients logins, as all of our clients are within one business UI. Having something that a client can log into would be very helpful!
- Although the entire purpose of CallRail is the recorded phone calls - it would be nice to have some additional in depth reporting to be able to report back to a client to give us more insights!
- Pricing tiers could be better for agency type businesses.
- Lead Attribution
- Dynamic Number Pools
- Outbound calling features
- Would love to see an auto-dialer added to the software!
- It was super simple to set up. We had it up and running in a matter of a few days.
- It was also really easy to use. Normally with new software, there is always that transition period where you are googling to figure things out. That was really painless in this case.
- It also integrates well with Zapier. We use that a lot and it was a nice add on.
- It is really cost-effective. Both the mid and top tier plans are pretty reasonably priced.
- The speech to text is kinda wonky. It was pretty hit and miss for us.
CallRail allows us to create different tracking numbers for different efforts so my agency can prove our ROI to clients and our clients know where their calls are coming from. This helps us optimize our campaigns better!
- Reporting - We love the breakdown for attribution and sources for calls. CallRail makes reports easy to understand and lets you share them with clients.
- Call Tracking - This may be obvious, but you get so many options with CallRail in terms of your number pool, recording options, picking your numbers, etc. It gives you the metrics you care about and they haven't experienced any calls mis-forwarding.
- Support - With other companies, I've had to wait for days and days to hear back. With CallRail, they normally get back to us on our tickets fairly quickly and they have a great knowledge base for common questions too!
- Integrations - While most of our clients use HubSpot, CallRail doesn't integrate with every CRM our clients have in place so instead of having our metrics all in one place, we need to combine sources for an overall picture.
- SMS - We live in a world that's moving towards text messaging in the marketing world, but we haven't yet found an affordable SMS tracking software yet. I'm hoping CallRail may eventually jump into this market so we can get all our phone metrics in one place!
- Speech to Text - Their transcribing of calls could improve! Accents can sometimes throw off the program.
- CallRail is well suited for small and medium sized businesses looking to track their marketing efforts by way of tracking their calls.
- If you're looking to track calls from your website from all sources, CallRail is right for you.
- If you're looking to just track AdWords campaigns, CallRail is right for you.
- If you're looking to track a print campaign, CallRail can do that too.
I'm personally not quite sure how it would perform for large or enterprise companies, as I personally haven't come across this use case in my own work.
I've heard mixed reviews from other local marketing agencies that use this tool, but overall in my experience, support has been knowledgeable and quick working through our problems.
- Pretty easy to set up
- Customer service is helpful and easy to reach
- Reporting is easy to use and set up
- It would be great if it could somehow track call to revenue directly from their dashboard. We have to export call and cross reference them to our analytics and CRM to see which call resulted in sales which is time consuming.
- Pricing could be a little lower but overall its competitive.
- CallRail has fantastic integration with Google Ads. They can support click-to-call extensions, as well as on-site number swapping for when users visit a website and then make a call.
- The call routing capabilities on CallRail are really strong. Whether it's round-robin distribution, time-of-day routing, or a system based on which source drove the call, it's a good way to make sure calls get where they need to go.
- CallRail's integration with paid social is pretty weak. While data can be ported directly into Google Ads or Google Analytics, tracing calls from Facebook, Instagram, LinkedIn or other ad sources is much more difficult. The native plug-in functionality just isn't there yet.
- While there is the ability to pick an area code when choosing phone numbers, that's as granular as it gets. And in many parts of the country, for local businesses, the right central office code (the second three digits) can be just as important as the first.
- The "whisper message" often sounds garbled, meaning those answering a call can't tell if the message said it's coming from Google Search, Google Organic, Google Maps, etc.
- Number Pools that track all incoming traffic, keywords, and source/medium is a huge opportunity for businesses to attribute marketing channels with leads.
- Super-simple self-explanatory platform that makes setup a breeze.
- Mutl-account functionality for agencies to keep their client accounts separate and be able to check in on performance quickly.
- Building customized reporting and integrating with reporting companies, like Google Data Studio or DashThis, isn't really an option.
- Flagging conversions inside the platform isn't really an option, and it could be a good way to manage pushing clients into a CRM.
- CRM capabilities don't appear to be clear-cut.
- With a small tweak that CallRail made to our set up, we can now track calls to individual team numbers and track those back to specific ad campaigns, allowing us to see varying CPLs for different ad campaigns/departments, rather than all calls in total. This is vital to our ROAS calculations.
- It was easy for us to configure and deploy after moving over from an alternative call tracking provider. The software has a clean UI and is straightforward to use so it's easy to onboard colleagues in the sales team and teach them how to pull call reports.
- CallRail allows us to define a 'qualifying call' by call duration, and to only include qualifying calls towards our conversion stats which allows for greater accuracy by weeding out wrong-number or irrelevant calls which tend to be quite such.
- Like-for-like to our previous call tracking provider, CallRail is around 75% cheaper! Because of this saving, we've been able to buy more numbers to ensure that at peak visit times, we have enough dynamic numbers to track the channel data from visits much more accurately.
- Ideally, it would be great if the volume of tracking numbers in a pool could be increased/decreased automatically dependent on busy/low visitor times to the site, just so you don't have to always be paying for the maximum numbers you would need when the site is busy.
- Recordings of calls. By listening to the first call from a lead, you can quickly determine if the lead was good or not. Most useful feature of Callrail.
- Call tracking. CallRail integrates with AdWords and Bing Ads so you know which ads and keywords they used. Google does provide a service with their forwarding numbers now but this is better.
- Tracking all the calls in a cloud making all the calls easy to track. You can label the calls, rate them, and filter your views for easy reporting.
- Pricey if you don't get that many calls, especially now that AdWords offers free call tracking. A lot of smaller Ad Campaigns only generate a few calls a week so CallRail is a bit much to justify for those companies.
- Difficult to switch. If you use their numbers for anything besides your landing pages, you basically have to keep paying CallRail for a while until all potential clients know your new numbers.