Call May Be Monitored (by us)

I would be remiss if I didn't mention just how important Callcap has become to our analytical findings. Because Callcap has been so easy to use, we have expanded our analytics department and have increased the amount of information that we are able to provide to our clients, resulting in better business strategies for them. I would also be remiss if I didn't give a shout out to our most excellent rep and technical support people, without whom, we would probably be stuck. So, thank you to [SENSITIVE CONTENT HIDDEN], our rep and [SENSITIVE CONTENT HIDDEN], technical support.

Pros

dDaniel Advertising is a full-service marketing agency. One of the unique features that we offer clients is ANALYTICS. As part of the analytic package, we listen to and review each phone call that comes in on the dedicated tracking line, and provide a summary of all calls to the client. This is a great tool for them, and for us. Callcap (unlike some other call tracking companies whom I will not name) has the greatest ease of use. The product seemed to have been designed with this function in mind. Unlike some other call tracking companies, Callcap allows users to listen and type a summary of the call in the notes section, which will then pull to an Excel spreadsheet. Additionally, users can access call records for up to 2 years, just in case they need to.

Cons

If I had to change anything about Callcap, it would be the way that the Excel spreadsheet looks when it is pulled, which is very hideous. It takes effort on our end to beautify the report so that it is (a) easy to read, (b) not ugly, and (c) fits easily on a page or two. Even though it isn't a huge amount of effort to beautify the reports, having the reports pull as client-ready straight from the software would be immensely gratifying and would save us time.

Great tool to monitor employee phone conduct and effectiveness

I have had a great experience overall as I look at it as a training tool for my employees.

Pros

I enjoy being able to listen to calls that my employees are having so i can monitor how they interact with prospects. This allows me to train them further on areas they need improvement on in order to turn the prospect into a client. Plus I can play them back when they tell me they said something that they really didn't or didn't carry through with things they way they should have. I also like using it as a caller ID in case I need to call back if the call was missed. Another advantage, since we correspond after the fact with info we gather, is that if we aren't sure we heard an email or name correctly, then we can go back and listen to get the right info.

Cons

The evaluations. I tend to ignore them now because so many are evaluated wrong. I wasted more time having you guys correct them. Personally if it cost me less to not have the calls rated, I would prefer that. But I think I'm required to have some rated.

account representative doesn't take ownership of issues that clients have

Software is good. Account Representative doesn't put an effort to follow-up with us on requests. We are thinking to switch to different provider if service and customer support doesn't improve.

Pros

Software is good. It does what we were looking for.

Cons

I wish it had a better user interface .

Best Overall: Fast and Reliable

I have evaluated many different call tracking software and have found that CallCap is the best overall.

Pros

The speed, support and reliability is second to none.

Cons

I would like the ability to integrate the software with other API's. Google Data Studio, HubSpot, etc.

Works for us!

We have never had an issue with this system. The staff is friendly and knowledgeable. We get our messages in a quick and efficient manor.

Pros

Callcap works great for our business. We run infomercials after business hours and they are there to answer the phone with a friendly voice and take a message for our staff to call the person back during business hours.

Cons

We have no issues to report with using this system.

Happy User

The level of customer service has definitely risen over the years and I'm always glad to do business with companies that have great customer service.

Pros

I like the availability of phone numbers and the tracking system best.

Cons

I don't like how the dashboard/format has changed so many times over the years. It is not very easy to navigate and this is where there is room for improvement.

Amazing Resource

Marketing tracking has become much easier - especially with being able to report on revenue per lead source.

Pros

Ease of use is amazing - no hangups when going from a PC to a mobile device to view calls or data. Real time reporting and notifications are great.

Cons

I wish I could customize the reporting for some things we track.

Provides Invaluable Information

Pros

We assign a phone number to almost every product piece we do for a client. This gives us so much data for our Analytics Department. When a client may not "feel" a campaign did it's best, we are able to go in and measure the sales down the cash register. This is invaluable information. Anytime we have a problem, our rep is always quick to aid or provide an answer.

Cons

Once we have cancelled a phone number for a client, we are unable to go back in and listen to the calls years down the road. It would be nice if that data remained with the account, not necessarily the phone number.

Support Team Is Amazing

[SENSITIVE CONTENT HIDDEN]and the team are very responsive and I will continue to use this service for a long time.

Pros

The ease of use is nice and the support team when issues due arise, is responsive and quick to help me get a solution. I can text my rep directly and that makes a big difference in todays lack of customer service issues! I highly recommend this service for it's affordability and ease of use.

Cons

Due to MMS restrictions it takes some knowledge to understand the number of characters you can use in each canned message. But it was all resolved immediately and the company gave me a nice credit to make up for the inconvenience.

Call record great for training and review of message, text or recording.

When we get a call, the entire conversation is recorded as well as the phone number of the caller. This allows us to go back and call those who got us after hours. Also reviewed calls are used to train sales reps to improve phone skills during business hours. Dashboard allows us to review all calls and find info we didn't note during call. Helps us capture after hours interest in the vehicle designated in the reported email.

Pros

It captures every call, records conversation, and captures phone number of caller. Support was responsive and fixed while we spoke.

Cons

After hours, we were missing an 'office is Closed message', so the silence was recorded as well. No other issues were noticed as a weak link.