CallRail Reviews

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

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

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

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

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

WhatConverts

Reasons for Choosing CallRail

Their customer service wasn't great and there was no help when the tracking data seemed to be wrong.

Reasons for Switching to CallRail

Ease of use, pricing.

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 is designed for tracking campaigns and online advertising efforts. I struggled to find a simple call forward service and found this through a facebook suggestion. It ended up being perfect and worked seamlessly. Very happy I didn't try to use a side feature of other providers, it offers multiple numbers that can all be forwarded to different phone nubmers with simple reporting and analytics in every area code I needed. Very simple and straightforward

Cons

That I can't use it the same way I would other virtual phone providers. If I want an office phone system, I'd be better off with others. It does exactly what I want it to, but no more. I'd like one company to handle all company virtual phone needs. This one has proven to be the best value for tracking marketing campaigns though, it is less expensive than other providers for this function.

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

CallTrackingMetrics and RingCentral MVP

Reasons for Switching to CallRail

Easier to integrate

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

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.

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

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

I love that I don't have to share my personal cell with clients and partners if I don't want to. I can see that it's a work call coming in after hours or on the weekend and can choose not to answer if I'm off the clock.

Cons

I don't know if this is a CallRail problem or an America problem, but there are way too many spam/robo calls. I'd like to see them tackle this so I get less nonsense calls.

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.

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 is easy to use and helps us set up call tracking for our customers.

Cons

There is nothing that comes to mind as a negative within the CallRail product.

Pros

Great information and an affordable price

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

Pros

CallRail's UI is intuitive and easy to navigate. The software makes as much information as possible available to us as advertisers. The API is also easy to work with and integrate into our reporting systems. Support staff at call rail is always responsive and quick!

Cons

Sometimes, callrail will stop tracking numbers, we've had to contact support multiple times to reenable the tracking.

Pros

Love that we can get an email every time we get a call. This helps us immediately provide feedback to our employees on the quality of their call.

Cons

I don't like that the email listening function doesn't have more information about the call. Longer calls take too much time to review without the speed up function available in the email, so we have to log in to the website then.