Name: Marchex and the Human Connection
Uploaded: 2017-07-27T18:00:22.000Z
Duration: 1 min 14 s
Description: Marchex and the Human Connection

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Development

Alumni Management

School Management

Education

Association Management

Business Intelligence (BI)

Collaboration

Enterprise Resource Planning (ERP)

Environmental, Social, and Governance (ESG)

Facility Management

Meeting Management

Unified Communications as a Service (UCaaS)

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Onboarding

HR Management

On-Demand Payment

Payroll

Talent Intelligence

Talent Management

Vendor Management Systems (VMS)

Workforce Analytics

Workforce Management

Human Resources

Asset Tokenization

Cloud Storage

Continuous Delivery

Data Center Backup

Data Governance

Fraud Detection

Graph Database

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

Managed Print

Master Data Management (MDM)

Message Oriented Middleware

Metadata Management

Network Function Virtualization (NFV)

Network Performance Monitoring

Network Traffic Analysis (NTA)

Robotic Process Automation (RPA)

SQL Server Performance Monitoring

Security Validation

Software-Defined WAN

Virtual Private Network (VPN)

Web Scraping

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Content Management

Contest Management

Customer Loyalty Program

Email Marketing

Location Intelligence

Marketing Automation

Marketing Resource Management

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Job Site Management

Project Management

Transcription

Waste Management

Professional Services

Customer Communication Management

Customer Relationship Management (CRM)

Sales

Automotive

Car Rental

Clinical Data Management

Equation Editors

Healthcare Learning Management

Vertical-Specific

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### Call Tracking and Recording
Users consistently praise Marchex's call tracking and recording features. The ability to review incoming phone calls and track them back to specific keywords searched on Google has been particularly beneficial. While some users have reported occasional issues with call availability for review, the overall sentiment is positive. The call recordings have proven to be valuable in understanding the quality of leads generated from Google ads and in improving customer service based on call feedback. Additionally, users appreciate the ease of setup and the detailed data provided by Marchex for optimizing call handling and conversions.

### Customer Reviews and Feedback
Users commonly appreciate the feature allowing them to review call recordings in Marchex. The ability to access and review previous call recordings is highlighted as a strong point by reviewers. However, there are occasional instances where calls are not available for review, leading to some dissatisfaction among users. Despite this drawback, the overall sentiment leans towards positive regarding Marchex's customer reviews and feedback capabilities.

### Customer Support and Service
Users have reported various issues with Marchex's customer support and service, highlighting challenges such as long wait times for technical assistance, limited problem-solving abilities, and difficulties in communication. The consensus among reviewers leans towards a negative perception of Marchex's customer support and service capabilities, with concerns raised about the system's reliability, lack of user-friendliness, and ineffective resolution of customer service issues. Despite the availability of support, users have found the overall experience with Marchex's customer support and service to be subpar, impacting their satisfaction and trust in the platform.

### Marketing Attribution
While some users appreciate the transparency Marchex brings to campaign reporting through its marketing attribution features, others express frustration with the system's shortcomings. Complaints range from unreliable call grading to frequent outages, leading to lost clients and a lack of trust in the platform's keyword attribution and reporting capabilities. Despite offering customization options, Marchex's marketing attribution functionality appears to fall short for many users, particularly those seeking a more user-friendly and reliable solution for tracking leads and attributing marketing success.

### Advertising Campaigns
While some users appreciate Marchex's advertising campaigns functionality for its ability to monitor and attribute leads effectively, others have expressed concerns about its tracking capabilities related to specific keywords and ads. The overall sentiment appears to be somewhat divided, with users acknowledging both strengths and areas for improvement in Marchex's advertising campaigns features.

### Analytics and Reporting
Users express significant dissatisfaction with Marchex's analytics and reporting capabilities. They highlight issues such as confusing set-up processes, weak reporting functionalities, and difficulties in connecting calls to Google Analytics goals and sessions. Reviewers emphasize that the system is unreliable, experiences frequent outages, and lacks user-friendliness. Additionally, users mention challenges with keyword attribution and the system's basic reporting features. The consensus among users is that Marchex's analytics and reporting tools fall short of expectations, requiring significant improvements to meet user needs effectively.

Based on user reviews, Marchex receives the following recommendations:

1. Integrate with other platforms: Users highly recommend Marchex for its seamless integration with reporting platforms, analytics, and Salesforce. They appreciate the opportunities it provides to tie together online/offline marketing and attribution.

2. Compare with competitors: Several users suggest comparing Marchex to its competitors, as they believe it outperforms them in most categories. They specifically mention CallRail and Call Tracking Metrics as alternative call tracking providers to consider.

3. Consider pricing and alternatives: While many users find Marchex to be a cost-effective service for call tracking needs, some recommend exploring other call tracking companies due to potential limitations and high costs associated with Marchex. They advise looking for solutions that better suit individual needs and may offer advanced features like technology to block spam calls.

Overall, users highly recommend trying Marchex for its extensive features, integration capabilities, and superior pricing and service. However, they also suggest thoroughly evaluating alternatives and considering specific requirements before making a final decision.

Marchex has become an invaluable tool for users looking to track phone calls and gather valuable insights from various sources such as Google, Bing, and Facebook. By setting up call tracking numbers for individual businesses, users are able to access voice recordings, call time, call length, and even the caller's number. This feature has proven particularly useful for marketing agencies in optimizing budgets and maximizing ROI on paid search efforts by tracking phone calls for client websites. Additionally, customers have utilized Marchex to bring metrics for calls and texts received, aiming to improve the quality of their service offering.

One of the standout features of Marchex is its ability to provide detailed information about incoming calls, allowing users to identify the number of calls coming in and offering details on call quality through recording and keyword transcription with call DNA. This functionality has made it a valuable resource for tracking the effectiveness of ads and messages for clients, addressing missed opportunities, and gauging campaign effectiveness. The platform's integrations may be no-frills, but they deliver all the necessary information for enterprise-level call tracking at a good price.

Marchex has also found success within the hospitality industry where it has been used to track the effectiveness of various advertising placements. Users have praised Marchex's call tracking and voice recording services as they provide valuable insights into call volume and allow them to listen to inquiries from prospective customers. In fact, Marchex has even been implemented on websites to listen to lead phone calls and improve department policies. Overall, Marchex continues to be a reliable solution that meets the needs of businesses seeking actionable data from their phone call interactions.

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.

Unintuitive Navigation: Some users have expressed frustration with the unintuitive navigation of the platform, stating that it can be difficult to locate and access certain features and settings. This has caused confusion and hindered their overall user experience.

Outdated Appearance: A common complaint among reviewers is the outdated appearance of the platform. They feel that it lacks a modern design, which affects its visual appeal and may give an impression of being less advanced than competing platforms.

Weak Customer Support for Troubleshooting: Several users have reported difficulties in troubleshooting issues due to inadequate customer support. They have encountered delays and inefficiencies when seeking assistance, leading to prolonged downtime and frustration in resolving technical problems.

Sales Suite - SalesPro

AI Communication Suite - Team

AI Communication Suite - Pro

AI Communication Suite - Pro Plus

AI Communication Suite - Business

JustCall

Plus

Advanced

Plan C

CrazyCall

Marchex

Call tracking software tracks the source of inbound phone calls and provides call intelligence to marketers to drive inbound calls and optimize conversion to sales.

Call Tracking

Marchex Overview Dashboard Demo

Marchex Call Log Demo 3

Marchex Agent Script Tracking Dashboard Demo

Marchex Lost Opportunities Dashboard Demo

Marchex High Intent Dashboard Demo

Marchex Call Log Dashboard Demo

Engage Demo 2021 05 11

Marchex Transcription Search Dashboard Demo

Marchex Sales Edge Engage for automotive dealers NADA Demo 2021

Likelihood to Recommend

Likelihood to Renew

<div><p>Marchex harnesses the power of AI and conversational intelligence to provide actionable insights aligned with prescriptive vertical market data analytics, driving operational excellence and revenue acceleration. Marchex enables executive, sales, and marketing teams to optimize customer journey experiences across communications channels. Through our prescriptive analytics solutions, we enable the alignment of enterprise strategy, empowering businesses to increase revenue through informed decision-making and strategic execution. Marchex provides conversational intelligence AI-powered solutions for market-leading companies in leading B2B2C vertical markets, including several of the world’s most innovative and successful brands.<br></p></div><div><p><br></p></div>

Marchex and the Human Connection

At Marchex, we're bringing a human connection to the world of digital analytics. We're changing the way modern marketers think about their digital budgets to help our world class clients solve their most critical marketing challenges. We do this by connecting spend to what really drove someone to pick up the phone to call. Marchex provides actionable intelligence from inside the conversation to help our clients convert more callers into customers.

HubSpot CRM

Blue Tahiti Software

[24]7 Conversations

Groupcall Analytics

Designer gráfico

Marchex 2021-05-24 13:15:13

Klipfolio Klips

Ahrefs

ActiveDEMAND

Callcap

Director of Technology

Marchex 2019-06-24 14:40:53

Google Ads

Microsoft Advertising

Paid Search Specialist

Marchex 2019-06-24 09:08:02

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Business model

Not intuitive

Manipulate the data

Took some time

Simple reporting

High end

Bit overwhelming

Customer support

Overwhelming at first

Trouble shooting

Call tracking

Quality assurance

Dropped calls

Ease of reporting

Good connection

Smaller businesses

Reliable service

Get data

Call monitoring

Recording calls

Home

Call Tracking Software

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.

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

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

Message automation
call analysis
Conversational intelligence

responsiveness
reduction of active employees
better distribution of internal information

Groupcall Analytics, [24]7 Conversations and C-Insight

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.

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

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

The ability to report the impact of marketing efforts is a critical deliverable for our agency.
The ability to listen to recorded calls, which inform our marketing recommendations, is huge.

Klipfolio, Ahrefs Site Explorer, Google Analytics

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.

Ease of set up
Always available by phone
Ease of reporting

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.

As an agency there was no ROI for us. As for our clients, we were able to double and triple ROI for client's overall business objectives
The ability to track phone call leads back to a specific ad group or keyword in Google Ads or Microsoft Ads helped us quickly find wasted ad spend and star keywords that consistently generated conversions.
The only issue we had with conversion tracking is Marchex's difficulty in pulling conversion data into Google Analytics

Google Ads (formerly AdWords), Google Analytics, Bing Ads

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.

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.

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.

Overall, like all call tracking, Marchex allows for determining what, if any, leads are coming through from channels. It hasn't lead to increasing ROI, just tracking it.
The cost for Marchex is generally more expensive than other call-tracking software in the space. That being said, some of their features maybe a good addition for these businesses. However, the cost isn't as competitive.
I do not have any complaints with the performance of Marchex, only with their on-rails experience, which tries to drive more people into more features than are necessary.

Founder

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.