The Best Call Tracking Software on the Market Right Now
September 13, 2019

The Best Call Tracking Software on the Market Right Now

Amber Callan | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

Overall Satisfaction with CallRail

At our marketing agency, we use CallRail to track our marketing efforts for our clients. When visitors come to my clients' websites and call them, or when they call from AdWords or print campaigns, we need to know where our marketing dollars are going to be best spent and what's generating the best leads.

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!

Pros

  • 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!

Cons

  • 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.
  • Positive - We can show more of our ROI to clients by directly correlating our efforts to leads, which helps improve our retention rates.
  • Positive - We provide a service with our marketing efforts that some clients are unfamiliar with. They think this technology is very neat and are happy we offer it to them!
  • Positive - By tracking calls and having clients qualify them for us, our marketing efforts overall are easier to optimize as we can attribute calls to different campaigns and sources.
CallRail support normally gets back to us pretty quickly when we submit a ticket and they have a good knowledge base for common questions.
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.

Do you think CallRail delivers good value for the price?

Yes

Are you happy with CallRail's feature set?

Yes

Did CallRail live up to sales and marketing promises?

Yes

Did implementation of CallRail go as expected?

Yes

Would you buy CallRail again?

Yes

  • 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.

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