CallRail is a cloud-based call center software designed for small and midsize businesses that offers call routing, scheduling, tracking and analytics functionalities within a suite.
CallRail features call scheduling which pulls data from agents' calendars and calls agents based on their availability. The software also features phone-number setup, which allows users to select toll-free numbers and manage them on the phone dashboard.
The product offers campaign management, which enables users to assign one tracking number per campaign so that the performance of each campaign can be tracked separately. Users can manage multiple marketing campaign types such as pay per click, search engine optimization and direct marketing.
With the help of reporting and analytics, users can track the progress of their campaigns in real time. Users can also listen to call recordings and decide upon practices to improve the performance of call center operations.
Mike from James Publishing
Employees number: 11-50 employees
We really value CallRail for all that it has enabled us to do with our company numbers. It allows us to gain valuable insights every day and the options seem to keep expanding, which is great. Check it out if you need a high-level call and number management system. It's perfect for companies looking to understand their data and grow.
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.
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.
Lloyd from Shaking Cup
Employees number: 2-10 employees
I was on the pro plan and spent a very large amount of money a month use the service you would think the customer support would be better but it’s not the staff when you finally do get someone are rude condescending and sarcastic on the phone.
I took my 30 phone numbers in my business and clients to a different company I would not recommend using this company if you feel you ever will need any support they don’t care about you or your company.
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
Good luck getting any support. They literally don’t answer the phone, return calls and take days to reply to emails.
Mark from MNSC
This was by far the easiest we have ever used for tracking. It was simple to use and my managers loved it
Once they got used to the new system it was super simple. Other than a few basic questions it was off and running
Melissa from Liberty Investment Properties
This software was so easy to use and it is so nice to be able to record calls and play them back to many different people.
At the time we used this we needed the Internet to listen to calls which was kind of difficult at times but I understand given the type of software.
Call tracking as the name says. Breaks calls down by user, source, date etc. its great.
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.
Josh Bernthold, from The Hotshot Group
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.
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.
Response: CallRail, CallRail
Date: April 2018
Hi Josh - Thanks for the great feedback! Our product team is interested to learn more about which upgrades to reporting you'd like to see. Are you able to send me a quick email to email@example.com?
Best call tracking software on the market.
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.
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.
Chris from GNGF
Employees number: 11-50 employees
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.
The reporting takes a little time to get the hang of, but once you've got it down - it isn't too bad.
Kasey from University of North Carolina at Asheville
Employees number: 501-1,000 employees
Haven't used them much but they provide all the standard features that you would expect and deliver on them quite successfully. If you need this type of software consider givi g these guys a shot.
Although cheaper than the competors, they still have a bit of a cost to them obviously targeted at the smaller to medium sized business, and deliver very well to that market.
Krystal from City Ranked Media, Inc
Employees number: 2-10 employees
Easy setup, clear instructions, and easy to navigate. Dynamic insertion is a must! Easy to disable or permanently remove accounts that cancel service.
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.
Uzair from instaMek
Employees number: 11-50 employees
Text messages and calling, plus all our calls are recorded and easy to find.
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.
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.
Kirsten from CS Thrive!
This is a super simple and effective product to use. it is idiot proof and I should know I am a tech idiot. It was easily able to integrate it into our CRM. their service is great too, had a set up call / demo when on the free version before we even converted to a paid subscription. easy to create call flows, get numbers all around 10 for ease of use.
you are limited to local numbers and must pay additional costs for your 800/888 numbers and could do better with SMS possibilities. No ability to text blast and high costs for text message overages.
Nasim from clinique dentaire cartier
So easy to setup clear to understand the metrics and customer service is super always there to help.
I like how easy to setup the service with Google Adwords. We know which keywords are generating us profits and get rid of keywords which was costing us money.
It seems like there might be a slight time lag between when a caller says something and I hear it. Maybe it's from our side. But its not a big deal just something to be aware of. Try it out you might not experience this.
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.
Response: CallRail, CallRail
Date: January 2018
Thank you so much for this valuable feedback! We'd actually love to speak to you more about some of the feature requests you mentioned. If you're willing to chat with someone on our team about your use cases for these, please send me an email at firstname.lastname@example.org. Hope to hear from you soon.
The thing is, this is a good piece of software, and I like that it's very professional and they have good outreach
Stephanie from The Nook Daycare, LLC
I would use any other software for tracking phone calls in the work place.
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.
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.
They do offer the ability to track the specified numbers and to tie into Zapier which is a good selling point to connect with whatever CRM you are using.
I liked the layout and was excited to make a change from CallTrackingMetrics, but was disappointed and cancelled our move because they cannot record the main line. I really wanted to be able to track all incoming calls as we often get calls from the same people and want to connect that to InfusionSoft via Zapier.
Find out which ads are driving your calls. Buy the right keywords.
With this software, you can finally find out what ads are driving the most calls. The integration is relatively simple and it is a great way to optimize your ads for calls, instead of for form-fills.
The integration can be difficult and definitely requires the assistance of your development team. I wish there was a way to do this easier.
Ashley from Prevue HR
Provides invaluable insights into the calls that we receive including; what their source was, keywords they searched for, location, etc. This has helped us immensely when we need to attribute leads to sources to determine ROI.
I also like that our team can go in and review the calls, and provide coaching.
Blake from FullFunnel
Employees number: 51-200 employees
We've been able to automatically log our inbound call data and read between the lines on data like campaign sources to help justify sales and marketing spend. The marketing team sees benefit, the sales team catches more leads... CallRail is an all-around winning system.
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.
Support documentation can sometimes take a couple of readthroughs to understand, and navigating the menus can be a little confusing on occasion.
Lise from HHHunt Homes
Callrail provides accurate, real-time information on number of calls as well as date and time of calls, duration, missed calls , marketing source and call content . I wouldn't want to have an Online Sales program without CallRail. Great value as well.
No complaints at this time. Everything has gone smoothly after we started to understand how to set up the tracking numbers to our web pages, etc. I haven't looked into tracking OSA return calls but would like more info on that. More training might be good but I'm satisfied so far.
Tim from Grand Central Storage
I love the fact I get a email once a week telling me how many call I have had that week and from what number they came from.