CallRail

Pros

Helps tremendously to track leads and create unique phone numbers for each campaign

Cons

It can't capture everything, but it is not necessarily a direct fault of this system

Pros

I love its simplicity it is super user-friendly and the features are so convenient. I am so in love with the call recording and transcript aspect of it. You can use it a a chat and even text app. It's the full melting pot for any company that has to review calls or even has a customer service department.

Cons

I haven't found any as yet when I do I will update you.

Pros

Callrail works really well with tracking calls and deciphering the location

Cons

The pricing is too costly for an ad agency

Alternatives Considered

Reasons for Switching to CallRail

Pros

Nothing to share read a review it’s unacceptable what they do!

Cons

NA read a review below, it’s unacceptable what they do

Pros

The interface is very user friendly and easy to learn.

Cons

It lacks integrations and automations compatible with other platforms, and the variety of Tracking Numbers to purchase is very limited.

Alternatives Considered

Reasons for Switching to CallRail

Pros

From a marketing agency perspective, CallRail is a powerful solution for lead attribution for specific channels. The phone call and form submission data is critical to showing value to clients.

Cons

Easier solutions for adding multiple Keywords pools if needed and the ability to use as few as 2 phone numbers in a keyword pool for small clients would be ideal.

Pros

CallRail is easy to use, pretty intuitive, and does a great job overall with segmenting call volume.

Cons

If you have a complicated marketing system, CallRail can get overwhelmed with the dynamic number insertion and may provide contradictory information between "Sources" and "Numbers".

Alternatives Considered

Reasons for Switching to CallRail

Pros

The main reason we switched from another call tracking software is because of the fact that CallRail integrates directly with Google Analytics. I love that we are able to set up phone calls as a goal right in GA. This also then means it integrates directly with our GDS reporting software.

Cons

I wish that you could choose the timeframe in which two calls from the same number is deemed a unique call or not. The 30 day timeframe is a long time and if a user calls on the 1st and then again on the 27th of a month, for example, it could be for two separate sales/conversions.

Pros

CallRail is simple to use and setup! It's not safisticated enough for large brands but for a small business it's a great place to start!

Cons

There are no texting features available and the plans cannot scale past a certain growth point.

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.

Pros

User-friendly. Easy to set-up routing numbers. Moderately priced.

Cons

Sometimes the pricing packages are a little difficult to understand because of small fees.

Pros

CallRail's best feature is the ease of use after it is set up. We use it for two things: call recording and conversion tracking, and while there is a host of other features that CallRail offers, I have only used these two features. They work smoothly with our other systems (Google Ads and our phone provider) and we have had no issues in the time I have used it.

Cons

The ability to choose a custom phone number rather than having them assigned as an add-on to the base package would be excellent. This is the only feature that is not currently provided in the product that my company would use, if it were available.

Pros

The biggest reason I like CallRail is it's ease of use when setting up with Google Ads and Microsoft Ads.

Cons

The biggest issues we have with this software is that our customers don't want to pay for it.

Alternatives Considered

Reasons for Switching to CallRail

Pros

Callrail is easy to use, easy to integrate with reporting software and easy to track what calls come from what source. It's great for all of our clients and with the main dashboard allows easy use.

Cons

You have to contact customer support to set up more than one website pool but they do reply fast.

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.

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

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

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

I love how helpful the keyword listening is in helping attributing the calls to their proper last touch channel.

Cons

Sometimes the dynamic inserted numbers fail and don’t collect the data that they would be for attribution.

Pros

Everything! Call tracking is so simple with Callrail. We love the call rating system. When I report on calls to a client, I only report on calls that are qualified leads, and this system makes rating calls easy. It also makes it easy to see where calls come from and create new numbers.

Cons

It would be nice if I could remove numbers from my website pool. I can always add numbers, but in order to remove them, I have to contact Callraill support.

Pros

CallRail is an excellent call-tracking tool, and they've been in the market for over ten years now. They provide 5 local numbers and 250 local minutes, which is an incredible offer for mid-tier lead-gen marketers. For large agencies and businesses, they also have decent packages. If you want to try this tool, you can sign-up for the 14-day free trial. The form-tracking capability is an awesome feature indeed.

Cons

I don't have any significant complaints. The numbers could be cheaper. And, if you're a complete beginner, go for other alternatives available for a lower price.

Pros

CallRail delivers great lead management for our multiple lead channels, creating a centralized path to add them into our CRM for our Marketing/Sales engagements.

Cons

I would like to see some additional functionality on the CallRail side for segmenting the leads that get passed through to our CRM, but the current capability gets us close to what we need.

Pros

Fairly easy to setup and get started and the ability to track all of your calls, which is great.

Cons

Their app is clunky and bugy - does not work the best. Wish it was easier to text through their service and have the ability to send photos (which you currently can't). I also wish they discount for a annual plan, not just a monthly plan.

Pros

tracking works okay
slow search
if you have a large account with lots of calls everything is slow

Cons

- if you are looking to change providers, getting access to your call recordings is pretty much impossible.
- they charge you for the ported numbers after they have been ported (if you don't follow there exact cryptic instructions)
- impossible to get anyone on customer service on the phone
- got attitude from reps.

Pros

Gives you the ability to track data associated with advertising, allowing you to drill down into the data to provide better results with your advertising.

Cons

Set-up is easy, but the interface can be a little clunky and difficult to navigate at first, but gets easier the more you use it.

Pros

I liked that they could automatically label calls based off what people are saying

Cons

The accuracy of what was said versus what the system labeled. Truly, the reason for this review is because after 4 years of loyal use of their system our company grew and needed a more comprehensive call management company. After ending our account with call rail we had a need to run a report on calls. Call rail informed me that they have all of our data but that unless we sign back up for their service we cannot have it. I never considered that years ago when hiring them. I assumed our data would always be our data.

Pros

The thing I liked most is the ease of dealing, accuracy and its many advantages. All customers do not complain about it. On the contrary, they always say that this great program is very easy and has great potential.

Cons

The least thing I liked is the lack of rapid development in the devices, although it is very easy and distinctive, but it needs a little development

Pros

It's very easy to look at lead data in CallRail. It pulls in the lead form contents so you can view the lead form and qualify it. Call metrics and other lead form metrics, such as call duration or first touch points, help us to qualify leads and understand multi-touch lead scenarios, and credit the sources accordingly.

Cons

I wish that you could pull "lead form contents" into the columns on the lead form log page, rather than clicking into each lead as it is tedious to do so.

Pros

The simplicity of this software is what makes it great. It is very easy to use with a clean look.

Cons

There isn't anything I don't like, however, there are some things I would like to know. Location/i.p. data is very helpful. Also pulling some data from the phone number registries would be helpful.

Alternatives Considered

Reasons for Choosing CallRail

Reasons for Switching to CallRail

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.

Pros

CallRail comes jam-packed with several key features, such as call tracking, call routing, call recording, lead and conversion tracking, and an excellent reporting functionality so you can track key metrics across accounts.

Cons

CallRail's native integrations with many reporting platforms (Databox and NinjaCat) isn't particularly robust. For agencies who want to keep their reports in one place/platform, it can be a bit frustrating to have to export reports from CallRail and repurpose them.

Pros

Setting up the tracking number is very easy and hide from clients. Apart from this, powerful tool to track the calls and generated reports are very insightful what deliver to client during call.

Cons

Sometime transcribing of calls is off means not matched with Audio, also support team is not very supportive

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.

Pros

With CallRail, it is incredibly easy to set up dynamic tracking numbers that will help you see exactly where your phone calls are coming from. This is essential for anyone who cares about attribution. The reporting capabilities are nice - easily integrates with Google Analytics, Google Ads, and Google Data Studio.

Cons

I wish they would remove the minimum size of a number pool. We have some websites with very small traffic that don't need 4 phone numbers.

Pros

I appreciate the ease of use on a daily basis. There is no need to "stop & think" about what you are doing but instead the methodology is so user friendly it becomes second nature to you. Saving time on the phone is a special gift CallRail gives to me each day.

Cons

I can honestly say there is really nothing that I don't like about the product. When I run into any difficulties I am able to reach out to specialized customer service person who walks me through my issues in a kind and patient manner each time, with no exceptions.

Pros

CallRail was fairly to setup on our website. It was a simple code installation, punch in some parameters and we were off to the races recording phone calls. We don't record our normal phone calls, so this tool serves as a bit of QA for us as well as a way to track call volume and results from various mediums, like advertising channels (PPC, print, TV, website, etc...). When CallRail can identify the source, it will create a referral method, and you can go in and tag calls as well as assign dollar value to it for results (like a sale).

Cons

I gave up on getting hands-on assistance setting things up and just decided to stumble through it myself. While it turned out to be fairly easy, I wouldn't say it was necessarily readily intuitive. I couldn't even get someone to talk to me about sales, when I called it was just more of "We have a free trial, go use it for yourself and see what it does." I had to contact support to setup multi-site phone numbers after purchasing a plan, but the platform didn't tell me that, I had to go find a support article myself and then contact support and wait for them to activate it, though that didn't take long. I think their customer support could use some help, as right now I'm kind of deterred from going in depth with the platform because I have a feeling I will have to contact support often. Also, the pricing structure is a little unclear to me, and without someone to explain it to me it doesn't make a lot of sense. There's some pretty big leaps between the tiers, and I just don't know that I feel it's an awesome value.

Pros

System uptime was good. The technical support individuals know their product and were very helpful.

Cons

As a "manager" I initially had all the access I needed to administer my specific clients. Arbitrarily, CallRail starting revoking permission for various admin functions without notifying me or my Corporate offices. Since this was occurring soon after migrating to CallRail, I assumed I was not doing something correctly.
I would go to Corporate for support and they could not figure it our either and went to CallRail support only to be told it was a function no longer available to "managers". This put a burden on Corporate and diminished my ability to react to my customers needs in a timely way. Also, the reporting is severely lacking. To get a list of active clients, I or Corporate must manually create the data. When I delete a client, CallRail does not delete them from the list of call tracking users. I have to manually verify the number of active users. There are so many issues with CallRail regarding a poorly designed and non-user friendly system.

Pros

None whatsotever!, everything was near impossible using there service.

Cons

From the moment you call this company's sales department you will catch the feeling that something is not right. Wait till you speak to customer service. It is basically a DIY service, once you pay you are on your own. if you really care about your company you will not work with this company.

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.

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.

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.

Pros

I cannot say enough amazing things about the customer success team at this company. They are quick to respond, friendly, and proactively reach out to discuss new features. The product itself is great, and includes pre-packaged reporting that can be automated to email.

Cons

The service can be a little costly but seems to be in line with competitors. This is a small con compared to the benefits this product actually gets you.

Pros

How they give you 10 numbers for a reasonable monthly price.

Cons

It could be a little better organizing old calls and prospects.

Pros

We use mainly CallRail to traching phone calls . Not only that we can record phone calls. Have good customer service. Most important features is before answering the call CallRail Shows automatically us from where it comes from. Easy to use.

Cons

Much difficult to tracking calls comes from Facebook, instagram

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.

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

We can view how many calls are a direct result of our website by only displaying CallRail phone numbers on our site.

Cons

The transcription isn't as good as we had hoped, especially for the price.

Pros

With Callrail, we can easily keep track which campaign, marketing, promotion, or keywords that works well with your clients because it gives analytics on how many phone calls or conversion made giving you an insight on which has a greater positive impact to your business . Callrail gives you report and overview on which marketing channel produces more money to your business. I can easily search or filter either through a phone lead's phone number, an agent's phone number which tracks the calls and texts i receive from a phone lead. We can easily focus on which marketing works well thus less effort, more effectiveness , better results.

Cons

The call feature is not that reliable to produce a good connection if you are having a long conversation with clients. You may need a separate softphone for a stable call connection. You can not really receive a call her real time. Most would be a voice mail but its clear.