A Solid Choice for Service Companies Doing Online Marketing
January 17, 2019

A Solid Choice for Service Companies Doing Online Marketing

J.P. VanderLinden | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with CallRail

We have implemented CallRail as a call tracking solution for clients of our marketing agency numerous times. Typically we recommend CallRail as a way to get realistic call metrics to measure against a campaign running on paid search (Google, Bing) or paid social (Facebook). We'll incorporate CallRail data into our aggregate reporting as a way for clients to see the total impact of what their campaigns are producing.
  • 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.
  • Being able to directly connect a number of phone calls, the quality of the calls, and the number of unique calls from various online campaigns has a direct result on how effective marketing campaigns are deemed. For our service-based clients, we could miss out on 40-80% of their lead volume if we didn't have CallRail tracking.
CallRail is a great solution if you're trying to drive a number of calls from different sources and want to track them. Direct mail, radio, television can all feed different tracked numbers, and online sources can feed dynamic numbers. This is great if you're a local business, as many work entirely off of phone calls, or if you're a national company who needs to field phone calls (less common, but can be very high volume). However, if less than 20% of leads/customers use the phone, or if the phone is primarily for customer service issues, I usually don't recommend my clients use a call tracking solution.