CallRail Reviews

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

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 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

CallRail is good for agencies, as it offers specific features to suit agencies, such as built-in margins, client billing, etc. Their customer support is helpful, and are willing to set up features for you. Using the platform is straightforward with everything being a guided process, along with a ton of support articles to go alongside.

Cons

Customer support, while helpful, are difficult to get ahold of at times. Their live chat is rarely available and there's no phone number for calling their support from outside the US. Additionally, their pricing only charges in dollars, making it difficult for agencies who work in GBP, in addition, their billing system often has issues when changing packages, causing it to charge inflated amounts.

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

Very easy to set up. Doesn't take a lot of time. Can track both calls and forms.

Cons

There are issues from time to time with bad numbers. However, for the most part their customer service is quick to fix.

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.

Pros

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

Cons

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.

Pros

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

Cons

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.

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

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

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.

Pros

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.

Cons

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

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.

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

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

Cons

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?

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

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

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

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

Cons

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.

Pros

How easy it is to track key metrics at a glance.

Cons

That there is not an easy option for outbound calls.

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

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.

Cons

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.

Pros

Nothing much. This product is so expensive and there is no customer service to answer the call

Cons

They never answer the phone! Horrible customer service