CallRail Reviews

It has an intuitive interface to click together your call system. Plus, it has tracking numbers which can be useful.

It really needs a way to reuse branches of the system. I'm not happy that I have to duplicate things just to make it work. (Ex. If no one answers, send it to voicemail. If they press a certain buttons, send the call to our answering service. The list goes on.)

I THINK that CallRail is the one that adds the ?v=[string] to the end of our URLs, and that's bad practice. It makes it so if someone tries to share the link, then they copy the tracking code with it, thus throwing off our results. That really needs to be set in a cookie. However, I can't remember if that was a problem with CallRail or not, though.

It helps business owners figure out which advertising platform brings in the most business.

Although tracked by the software, form submissions cannot be used as conversions in Google Ads and Bing Ads. Yet. The software does get constant updates.

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

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.

Call Rail does a great job helping us track calls for our SEO clients. We are happy with the results that we see in our reports. We also like that one simple script added to our sites let us track phone calls and form fills.

There is a bit of a learning curve that requires the help of their support team. However, the support team is always eager to assist and very friendly.

I don't like anything about callrail, terrible customer service, unethical business, and terrible UX

They are unethical, they added a charge to my account without me opining in for that additional service. They refuse to issue a refund for that.

I liked the number of features. The sales page was nice.

Super complicated to set up. Doesn't integrate into Podio like smrtPhone.io does. Calls were randomly dropped.

Being able to track phone calls from different verticals is a huge analytical advantage you can add to your marketing efforts. CallRail makes it simple to see which users are converting via phone calls and which channels are converting. You can record calls and set up whisper messages to make sure that you're compliant too which is very convenient.

The reporting isn't always the easiest to understand, setting up numbers is pretty easy, but making heads or tails from the different channels can be difficult if you don't set everything else up correctly.

-Integrations work excellent, especially with our CRM
-More effective than competitors
-Customization w/ multiple phone numbers works very well for us
-Simple setup
-Excellent for agency-type setting and managing multiple accounts w/ unique access privileges

Not much to report as far as downsides. Maybe lacking a little bit in the visual department, but it's not a big deal. All of the features can make it a little overwhelming to a new user, but that's sort of expected since you can do so much with this software.

The UI is very nice, the tracking seems to do a very good job and is accurate. I love the ability to record calls and add numbers at will.

It can be hard to convey the information proved to clients at times.

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.

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.

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.

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

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).

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.

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.

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.

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.

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.

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

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

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.

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.

It's actually a fairly easy setup. I use it to set up numbers from basically any area code and then have those numbers forwarded to my cell. It's easy and you can set it up to have whispers as well

Interface isn't my favorite. It's detailed, but it does take a bit to navigate across and find exactly what you need. If that gets cleaned up, then it will be the best option by far in call forwarding and recording.

callscribe for custom lead classification and categorizing calls, the timeline for web history to call is also a great feature

i don't like how they erased call data X years or months old. i would like to retain all historical data. i assume they are making space on their servers?

I use CallRail for the phone system on two companies. Call rail lets you choose to either have your menus read in a high-quality TTS engine so you don't need to record your messages, or you can upload recordings for your menus.

It allows for easy call recording, voicemail boxes, forwarding to phone numbers in sequence, or pretty much anything else you could need.

There are three features I wish CallRail had.

1. Ability to construct the path of menus such that each path can be reused. (Ex. If I send someone to sales, I need CallRail to play a message telling the caller they're being transferred. If no one answers, they get sent to a general voicemail box. The same path happens again for Support, and the same happens for people looking for work. I need to maintain that path in 3 places.)

2. I wish they allowed people to use their voice to ask for someone instead of having to push a button. (With idiots trying to use their phone while driving, that could cause an accident.)

3. I wish they'd allow key people in the company to have their own extension. That would really help out when a client calls to speak to one of our contractors and we need to transfer the call to that contractor.

Using CallRail allows our clients to be able to see where all of their website traffic is coming from that is resulting in phone calls and form submissions.

CallRail can be rather expensive, but there are options to downgrade the account if you don't need every feature.

CallRail's customer support has always been great! I lean on them for set-up questions, and appreciate their willingness to help.

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.