Marchex

Score8 out of 10

11 Reviews and Ratings

Community insights

TrustRadius Insights for Marchex are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Easy-to-use interface: Users have consistently found Marchex to have an easy-to-use interface, making it simple to navigate and perform tasks quickly. Many reviewers appreciate the user-friendly design that allows them to easily access and manage their calls without any hassle.

Reliable service: Marchex has received praise from users for its reliable service, with many stating that they have not experienced any major issues or downtime. This reliability gives businesses peace of mind knowing that their call tracking and management needs will be met consistently.

Great customer service: The customer service provided by Marchex is highly regarded by users who find it to be great and helpful. Reviewers appreciate the prompt and knowledgeable support they receive when reaching out to Marchex for assistance or guidance.

Reviews

8 Reviews

The most accessible and straightforward platform for intelligent conversation

Rating: 8 out of 10

Incentivized

May 28, 2021

Use Cases and Deployment Scope

I hired Marchex for the operation of a third party to use and bring metrics for calls and texts received, thus seeking to improve the quality of service. We also guarantee how users write to us and what we can take advantage of in order to get involved and be accurate in missed opportunities.

Pros

find and convert customers better
Get data and perform better with conversations
have conversational analysis to be consistent in delivery

Cons

Lack of a feature with graphics
Bad tool layout
Difficulty communicating in other languages

Likelihood to Recommend

The Marchex platform is suitable for you to draw conclusions on how to approach your users. It also helps you with conversational improvements and data analysis. I recommend if you already have a large user base who buy your service and are always asking for explanations to hire Marchex for sure

Luís Felipe Costa Araújo

Designer gráfico in Marketing at www.felipelufa.com (1-10 employees)

Vetted Review

2 years of experience

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Marchex Offers A Simple Yet Powerful Call Tracking Solution

Rating: 8 out of 10

Incentivized

June 26, 2019

Use Cases and Deployment Scope

Marchex is what enables our marketing agency to track phone calls for our client websites. The Marchex platform allows us to identify the number of calls coming in while offering details into the quality of those calls via recording and keyword transcription via call DNA. The service is fast and always working, and whenever I've had questions, the staff are responsive and friendly.

Pros

Ability to track lead sources.
Ability to qualify leads.
Ability to quickly roll out new numbers/campaigns.

Cons

The interface is dated.
The interface is not intuitive, and takes time to get accustomed to.

Likelihood to Recommend

Marchex does a fantastic job of offering stable and consistent Call Analytics data along with friendly, helpful, and prompt service reps. Where Marchex falls short is the lack of great user experience and intuitive design.

Kevin Bossons

Director of Technology in Marketing at Website Technology Services, Inc. (1-10 employees)

Vetted Review

10 years of experience

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Marchex Call Tracking Platform

Rating: 8 out of 10

Incentivized

June 24, 2019

Use Cases and Deployment Scope

Marchex was used to track phone calls from our Paid Search in Google, Bing, and Facebook. Code was set up on client websites to track the source of phone call leads to better optimize the clients' budgets to maximize ROI on their paid search efforts.

Pros

Ease of set up
Always available by phone
Ease of reporting

Cons

Although customer support is only a phone call away, trouble shooting was not their strongest area. There was usually only one person who could help with technical support and getting past the gate keepers to talk to that person was not easy.
Salesmen were difficult to get in touch with. You think it would be easy to negotiate a contract to add more services but this proved to be a difficult task as well.
Online reporting could use improvement. If you wanted to sift through data you had to download a spreadsheet to manipulate the data. Very little beyond simple reporting could be accomplished on their platform.

Likelihood to Recommend

Set up is easy and adding to your account can be accomplished via a simple email request or phone call.

John Kobel

Paid Search Specialist in Information Technology at CF Search Marketing (11-50 employees)

Vetted Review

8 years of experience

Enterprise Level Call-Tracking with Extra Fluff

Rating: 4 out of 10

Incentivized

January 14, 2019

Use Cases and Deployment Scope

Marchex is an enterprise-level call-tracking platform that provides the information you need from call tracking. The integrations are no-frills, but provide exactly what you need at a good price for enterprise. I have worked with clients in the hospitality industry that have tracked anything from direct-print to dedicated display ad placements, and off-page publications.

Pros

Marchex does exactly what you need it to do. It allows businesses to quickly and effectively create online and offline call-tracking numbers to measure marketing performance.
Marchex offers a variety of additional options, features, and capabilities outside of their core business model, which is call tracking. These business offerings appeal to smaller businesses, since they are primarily an enterprise-level call-tracking platform.
Marchex allows you to listen and mark phone calls based on whether or not they lead to a conversion, if you business has the time to manage this process, it is an effective way to determine which source/mediums are providing the highest inside-conversion rate.

Cons

They're more focused on high-end business and providing robust enterprise-level capabilities.
Overall, having intro-pricing for local businesses with a transparent business model would be good.
Hard to upsell clients on using Marchex when pricing isn't available on the website.

Likelihood to Recommend

Marchex is generally going to be good for large businesses or someone that has always used Marchex. There are new competitors in the space that are doing the same, or better work for less money, and they're focused on more transparency and empowering marketers to use their platforms more effectively. I would generally recommend other options for call tracking.

Aaron Metzger

Founder in Marketing at CATAPULT.digital (1-10 employees)

Vetted Review

2 years of experience

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Call Tapping or Call Tracking. Marchex Delivers Both.

Rating: 9 out of 10

Incentivized

August 29, 2017

Use Cases and Deployment Scope

Will use more checks to create call tracking numbers for individual businesses. We use it across start agency however our entire company does not make use of this service. It is a simple set up that provides voice recording, time of call, length of call, and caller's number.

Pros

Ease-of-use
Clear voice recording
Automatic labeling of dropped calls, voicemails etc.
Reliable service

Cons

Navigation is not intuitive
Outdated appearance

Likelihood to Recommend

For a simple set up of call tracking, either for a phone number to track the volume of calls and/or voice recordings to listen to callers and staff, this is a great platform. It has limited functions which make it easy to use, but it might be limiting for businesses that want more flexibility and versatility.

Amber Stanley-Kruth

SEO Specialist in Marketing at Flypaper Digital Marketing (51-200 employees)

Vetted Review

3 years of experience

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Marchex is marching ahead in the right direction!

Rating: 9 out of 10

Incentivized

May 6, 2016

Use Cases and Deployment Scope

We used marchex to determine which keywords drove phone calls

Pros

call monitoring
analytics
provide actionable insights
great customer service

Cons

because I had a change in our team's contact person, I had to reexplain our business model and it took some time
business model changed since I first worked with Marchex

Likelihood to Recommend

I highly recommend Marchex.

Linda Gaal

Partner, CMO in Marketing at ReelEyez Media (1-10 employees)

Vetted Review

3 years of experience

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A goes to Marchex

Rating: 9 out of 10

December 12, 2014

Use Cases and Deployment Scope

Marchex is a great call tracking and voice recording service we provide to our clients. We feature it on our directories. We purchase the 888 numbers and then forward them to our client's office lines. We have seen that the call tracking gives our listings more value because not only does it show the client the volume of calls, but it also gives the client the chance to listen to the inquires of prospective patients.

We also use it on our own site to listen to lead phone calls and to create better department policies.

Pros

Simple way to have an inside perspective on your clients
Active way to track your leads and see your traffic
Great for call quality assurance
Good connection, very reliable

Cons

It'd be nice if there was a standard voice recording disclaimer, instead of us uploading our own
Is there an option to email the new voicemails to an email, I haven't figured out on how to set up that option
There's been times where the calls are delayed, maybe the software is a little slow?

Likelihood to Recommend

I honestly have only gone with Marchex for this type of service. I'm not interested in finding another call forwarding/ recording service. We've been loyal customers for over 4 years now. It's helped our business and I would recommend it to anyone. It's great for any level of business. I could see this really helping a small business who needs to capture leads and orders in an efficient way.

Verified User

Project Manager in Customer Service (11-50 employees)

Vetted Review

4 years of experience

Marchex - A Must Have for Everyone

Rating: 10 out of 10

May 9, 2014

Use Cases and Deployment Scope

Marchex is being used as a tool for tracking the effectiveness of various ads and message for our clients. It is addressing the problem of missed opportunities and gauging the effectiveness of certain campaigns.

Pros

Marchex is really great at recording calls. Our clients can see if there are any internal issues to address with their own employees and systems in place. Many clients believed that the message was the issue but once they were able to listen to their calls, they saw that they needed more internal training on closing leads and making sales.
Marchex is a really great solution to gauge the effectiveness of a message and which medium was more effective in delivering that message. For instance, we can let our clients know if their sales pitch worked best for driving leads through radio, tv, internet, etc.

Cons

Marchex can be a bit overwhelming at first because they offer so much. A very comprehensive downloadable how-to PDF would be great.

Likelihood to Recommend

I believe it is best suited when there are various messages across various mediums that need tracking. I truly believe anyone can use it and it would be beneficial to any organization but it is an absolute MUST for those that advertise across many platforms to see where they can improve and where they can put or pull back advertising dollars to increase sales.

Kayla Blanchard

Interactive Media Planner in Marketing at Potenza - Strategic Interactive Marketing Firm (11-50 employees)

Vetted Review

Reseller

1 year of experience

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