Call Tracking & Analytics
4.8/5 (81 reviews)Pros
CallRail is an immensely powerful platform from which to manage tracking numbers, get analytics about call volume and type, and so much more. It's actually hard to know where to begin in describing the positive elements because there are so many. We use the system to manage internal lines, as well as those for our clients, and we've greatly enjoyed our experience over the last couple of years. It's very easy to set up individual silos and see statistics on calls, texts, unique callers, and so forth, but the options go pretty far beyond those basics. There's a really nice reporting area that breaks the calls down into acquisition and behavior (each of which contain multiple additional segmentation options), for starters. CallRail also integrates with Facebook, Google Analytics / AdWords, Wordpress, and a bunch of others. There are tools to set up call forwarding based on time of day and other metrics, too. The overall feature set is immense and we've had a lot of success both internally and externally from using the system.
Cons
We haven't experienced many negatives. The system works as it should without issue, for the most part. Sometimes the number of features and available options can be slightly overwhelming, but the layout is fairly intuitive.
Results....
Pros
As an agency that's built its client list around Search Advertising expertise, we long struggled with ways to coach our small to medium-sized clients on the importance of lead scoring. When we discovered CallRail, it was almost like someone had purposefully designed a tool to permanently end our struggles. With CallRail, all of the minutiae of call tracking and scoring is handled by an easy and intuitive system. The options are right there for scoring and playback is as simple a process as could have been created.
Seriously, the controls are large, pronounced, and impossible to misinterpret. That's good UX right there. Now, we have a system that allows our clients to exercise Quality Control and gives us the data we need to prove ROI to clients who have a hard time making the connection between lead generation and closing the deal. After all, as a Paid Search agency we can only deliver the leads, we can't close them. So, we recommend CallRail to every single client we have ' no matter what they sell.
Cons
Better support for agencies that manage accounts, better admin system for multiple users, having to use multiple browser can be frustrating.
We've been able to automatically log our inbound call data and read between the lines on data like campaign sources to help justify sales and marketing spend. The marketing team sees benefit, the sales team catches more leads... CallRail is an all-around winning system.
Pros
Lots of integrations that all work really well (we frequently utilize WebHooks/Slack to instantly alert sales teams, and the HubSpot integration to get new calls logged into our CRM in real-time). Generating unique ad extension numbers and tracked number pools for landing pages used for paid advertising campaigns has been crucial to assessing performance through those channels, as well. We've also gotten pretty creative with developing call flows, which can be built out alongside your existing auto-attendant setup and utilize custom menus, scheduling (particularly useful for bi-coastal companies), round robin call distribution, and more.
As a sales and marketing outsourcing and consulting firm, we have an agency-like setup with access to multiple accounts, so we can easily serve and administer call tracking for our clients from a single login, and grant selective access to other users.
If you're trying to patch holes in lead attribution for your marketing team or just want to ensure you're never missing out on an opportunity coming from the phones, CallRail is your solution.
Cons
Support documentation can sometimes take a couple of readthroughs to understand, and navigating the menus can be a little confusing on occasion.
I was on the pro plan and spent a very large amount of money a month use the service you would think the customer support would be better but it’s not the staff when you finally do get someone are rude condescending and sarcastic on the phone.
I took my 30 phone numbers in my business and clients to a different company I would not recommend using this company if you feel you ever will need any support they don’t care about you or your company.
Pros
It’s cheap. That’s about it. Get what you pay for. They track your phone calls they track your numbers the plug-ins are easy they change their navigation so I that’s not easy anymore
Cons
Good luck getting any support. They literally don’t answer the phone, return calls and take days to reply to emails.
Text messages and calling, plus all our calls are recorded and easy to find.
Pros
We like that it has a text messaging and a calling functions, the multiple numbers and how easy it is to create call flows. The layout of the calls on the main dash board is intuitive as well.
Cons
It's not the most reliable software, we've had many issues where things don't work according to plan. Plus it could do better as being a more powerful call software and include the ability to put people on hold or transfer calls if need be. We are always on the look out for something better but unable to find it so these guys are doing something right.
Best call tracking software on the market.
Pros
We use CallRail with all of our projects. Super easy setup for each number, local & 8XX, call attribution, campaign tracking, dynamic number insertion, keyword level, multi channel attribution,
recording and listing with a click, analytics, call backs and so much more.
Cons
The price is fair but the cost per minute can get pricey. I'd say they sit about level with the market but have a cleaner user interface. The white label feature is only available in their Pro option while their competitors offer it at the entry level option.
Pros
CallRail's customer support has always been great! I lean on them for set-up questions, and appreciate their willingness to help.
Cons
If I had to point out what I like least about this software, it would be the HubSpot integration. I have had issues in the past where calls were not being reported in HubSpot and I was not notified that the integration had a glitch and needed re-verification.
Hi Samantha,
Thanks so much for sharing your feedback! I'm happy to share that as of today our HubSpot integration has been revamped! We'd love to hear if this update solves your issues and improves functionality for you.
You can learn more about it here: https://www.callrail.com/blog/callrail-hubspot-integration/ Please feel free to reach out to us via [email protected]
Thanks,
Kate
Using call tracking through CallRail was a great way to keep our clients informed as well as see the direct results of tests and changes we made on client websites.
Pros
CallRail is very easy to use and the dashboard is great for showing how many calls are coming in and what results look like at a glance. Sorting through campaigns is super easy, and it's very easy to see all the campaigns you are running with a client all in one view, which is great. Setup is fairly easy, there aren't a lot of extra steps in creating new campaigns or making adjustments. The dynamic number insertion was fantastic for SEO and PPC campaigns. Not having a contract was also a plus and the pricing was very reasonable. It has integration with both Google Analytics and Google Adwords which makes attribution super easy too.
Cons
Occasionally I would have issues with the IT team of a client if they were running through phone trees on their end, but that's not something that call tracking seems to be able to figure out anyway. I really didn't have a lot to complain about.
Pros
Several years ago, call tracking used to be done by hardcoding the tracking number into your website and that is not ideal for SEO. However, when I stumbled upon CallRail I fell in love with the ease of use, SEO-friendliness, and call data. The dynamic number insertion is so clutch! I currently have over 100 websites using CallRail and it is crucial to proving the value of my marketing efforts.
Cons
The reporting takes a little time to get the hang of, but once you've got it down - it isn't too bad.
I've been a user of Callrail since 2012. At first, the functionality of knowing how many calls my consulting customers were receiving from various Internet properties was more than exciting. In the last few months, I've activated Dynamic Number Insertion, which solved a big problem with my Local SEO vendor. And now I've gotten into Keyword Pooling, which defines the source of the visit. All very very good! Thank you.
Pros
Ease of use; price; features; support
Cons
I don't completely understand the pricing. But it's a trivial issue compared to value received
Pros
Easy setup, clear instructions, and easy to navigate. Dynamic insertion is a must! Easy to disable or permanently remove accounts that cancel service.
Cons
Charges per phone number. If there were different package levels, it would be more beneficial to smaller businesses. Also, have experienced call tracking disconnect with Google Analytics, which directly effects data. Support never really fixed the issue, so we had to disable the call tracking for that account.
Allow sus to measure conversions for phone calls from our online marketing efforts. Without call tracking, we could not attribute where our phone calls were coming fro and measure ROI of our online spend.
Pros
Affordable and fairly simple to set up on your website. Make sit easy to establish an ROI for your paid or organic traffic.
Cons
Reporting is still pretty weak. Not very easy to set up custom data and filter through the data. Basic information is there bot not very customizable reporting.
Callrail is a great solution for generating tracking number to be use both in a online setting or offline marketing. They are very reasonable with their pricing structure. It is simple and fast to set-up.
Pros
Easy to set-up and create tracking numbers. The dashboard has some great features to see your call stats. The mobile app keeps you informed on the go. The price is reasonable.
Cons
Can not export visually appealing reports with graphs etc. Only export raw data in a spreadsheet.
I would use any other software for tracking phone calls in the work place.
Pros
Its the easiest software I have ever used in a professional setting where your business is able to record calls and play them back to multiple people. Many of us listen to them and are able to learn from them. Were also able to track whether or not they're a good lead for our business or not, which is super helpful to know and keep tabs on.
Cons
The one biggest con is you need internet access to listen to the call, which I understand but can be difficult at times. I dont really have many complaints about the software. Its great.
Most of my client's business transactions take place over the phone and CallRail has helped us track these "offline conversions" from our marketing efforts.
Pros
Being able to see the source from where callers and form submissions are coming from makes it helpful to see which marketing channels are performing better than others.
Cons
We are not able to connect phone calls that turn into customers.
Pros
CallRail is always trying to add new features to the software to benefit its customers ease of use and come up with better options you potentially may want to use. I literally could not run my business without CallRail. Its extremely easy to use and flat out works at a great price.
Cons
The software does have minor bugs from time to time that do not impact the functionality, they are just annoyances. I would like to see upgrades on the reporting as well.
Hi Josh - Thanks for the great feedback! Our product team is interested to learn more about which upgrades to reporting you'd like to see. Are you able to send me a quick email to [email protected]?
Thanks!
Kate
Easy and everything you need to show ROI to clients
Pros
We love the ease of use for both the agency as well as for our clients. We also love the mobile app for us and clients
Cons
Form submissions are tracked but the reporting is less robust than call tracking. We would like for clients to be able to "thumbs up" and include tags
Pros
The customer service with this company is really amazing. They are great at taking feedback and like to try to incorporate this into their product roadmap.
Cons
There aren't really any that come to mind for this product. The only one may be that the cost can become quite high if you use a lot of phone numbers.
Pros
Callrail makes advertising and tracking different channels easy. We assign each campaign a different number, and Callrail's dashboard tracking make KPIs easy to see. All incoming calls are recorded so quality control can be performed. As long as outgoing calls are made through the system, and the agent checks the record box, you can also list to outgoing calls. Our Callrail is connected with our database, so we can see the call log and recordings within our CRM.
Cons
Not ideal for mass outbound calling. We use Mojo Sells dialer for high volume cold calling.
Call tracking as the name says. Breaks calls down by user, source, date etc. its great.
Pros
This is a fast and easy way to spot check your call centers as well as track marketing initiatives . It is very easy to set up multiple numbers and you can make custom ones quickly.
Cons
The ability to Jump around inside of a recording could be improved. Its not easy to find where you are. should fucktion more like a video platform.
Pros
Callrail provides accurate, real-time information on number of calls as well as date and time of calls, duration, missed calls , marketing source and call content . I wouldn't want to have an Online Sales program without CallRail. Great value as well.
Cons
No complaints at this time. Everything has gone smoothly after we started to understand how to set up the tracking numbers to our web pages, etc. I haven't looked into tracking OSA return calls but would like more info on that. More training might be good but I'm satisfied so far.
Pros
I like a lot about this - it's simple to use once you get the hang of it, and from there - you can do so much.
Cons
I got a ton of numbers that had issues, I guess they were used before for other things but it's like they were all spammy. I even got calls from numbers I never called and they said I was calling them, when I definitely wasn't. It's also really expensive.
We spend a significant amount of our marketing budget on Paid Search to drive qualified leads to our business. Many of the online ads direct potential clients to call us. Until we signed up for Call Tracking with Call Rail, we didn't have a great way to determine which keywords were delivering the greatest # of phone calls. Now we do, and we've been able to optimize our ad strategy to serve a greater volume of ads to the keywords converting to calls. An added benefit is that Call Rail has enabled us to audit our answering service and our intake staff to make sure that everyone is handling calls appropriately and in a standardized manner. Call Rail was easy to set up and integrate with both Google Analytics and Google Adwords. The technical staff at Call Rail has been tremendously helpful and responsive during setup and on an ongoing basis. I highly recommend Call Rail to anyone wants to collect useful data on inbound calls from online ads, organic search, etc.
Pros
Great information and an affordable price
I cannot express the usability of CallRail, from the dashboard to integration, it was all very easy to understand and quick to implement. The dashboard was well thought out and menu options were second nature, there was very little to no guesswork when figuring out the interface. The only drawback I could identify was the lack of integration with Google Adwords. They do integrate with Google Adwords but it is limited. The ability to push phone calls as conversions on a campaign level exists but any finer detail than that is just not possible with CallRail. Over all I would give CallRail an 8/10, my rating is based on a specific need which heavily impacted my scoring. I would recommend this product if you are looking for valuable call insights and an easy to use and understand platform.
Pros
Ease of use
Cons
lack of adwords integration features.
Ryan:
Thanks for your honest review. We are in the process of developing a direct integration with Google Adwords that should be out in the near future.
Pros
It's ease of use. While training is required for most software, this one is so intuitive that training needs are minimal
Cons
Sometimes, all the functionality is not clear. If it's not easily discoverable on its own, it still requires some training
We really value CallRail for all that it has enabled us to do with our company numbers. It allows us to gain valuable insights every day and the options seem to keep expanding, which is great. Check it out if you need a high-level call and number management system. It's perfect for companies looking to understand their data and grow.