CallRail Software


 

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.

 

CallRail - Adwords tracking
 
  • CallRail - Adwords tracking
    Adwords tracking
  • CallRail - Call analytics
    Call analytics
  • CallRail - Call tracking
    Call tracking
  • CallRail - Dashboard
    Dashboard
  • CallRail - Geo-routing
    Geo-routing
Supported Operating System(s):
Web browser (OS agnostic)

50 Reviews of CallRail

 

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Software Advice Reviews (1)
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Showing 1-1 of 1

Lloyd from Shaking Cup
Specialty: Advertising
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2017

November 2017

Zero Customer Support

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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.

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.

Review Source
 
 
 
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January 2018

January 2018

It's something I tried but ended up not using

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Pros

The thing is, this is a good piece of software, and I like that it's very professional and they have good outreach

Review Source: Capterra
 

Stephanie from The Nook Daycare, LLC

December 2017

December 2017

I can't imagine an easier, more efficient way to record and monitor your business calls.

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I would use any other software for tracking phone calls in the work place.

Pros

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.

Cons

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.

Review Source: Capterra
 


December 2017

December 2017

CallRail is great if you are wanting to record portions of incoming calls. NOT ALL CALLS.

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Pros

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.

Cons

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.

Review Source: Capterra
 


November 2017

November 2017

Find out what is driving your calls

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Find out which ads are driving your calls. Buy the right keywords.

Pros

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.

Cons

The integration can be difficult and definitely requires the assistance of your development team. I wish there was a way to do this easier.

Review Source: Capterra
 

Ashley from Prevue HR

October 2017

October 2017

Great for SEM Marketing!

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Pros

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.

Review Source: Capterra
 

Blake from FullFunnel
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2017

October 2017

Covers the gaps on attribution

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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.

Pros

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.

Cons

Support documentation can sometimes take a couple of readthroughs to understand, and navigating the menus can be a little confusing on occasion.

Review Source: Capterra
 

Lise from HHHunt Homes

October 2017

October 2017

I have been extremely pleased with my experience with CallRail. It provides crucial information.

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Pros

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.

Cons

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.

Review Source: Capterra
 

Tim from Grand Central Storage

September 2017

September 2017

I love this Program.

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Pros

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.

Review Source: Capterra
 

Christopher from SIX Marketing

September 2017

September 2017

The best tracking company we have worked with to date.

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Pros

Customer support is excellent when we have an issue. The platform is very user-friendly; our clients and staff picked it up very easily.

Cons

Initially setting up clients was a bit confusing; we had to relaunch after we set our clients up. It wasn't too hard, we just missed it initially.

Review Source: Capterra
 

Scott from Be Found Online
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

I have been using CallRail for SEM call tracking

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Pros

The software is easy to use, has industry-leading functionality, and a great support team to help with client questions and set-up.

Cons

I haven't run into any issues so far, but I would like to see even more self-help articles or FAQ sections that address common scenarios for new users.

Review Source: Capterra
 

Paramjeet from Mehar Enterprises

September 2017

September 2017

Callrail is the best software in the industry. Way better than DialogTech. Great for my business.

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Pros

We use this everyday and without Callrail we can't operate our business. Love the easy to use UI, functionality, reporting and the quality of recordings. The new leadcenter is great, we do a lot of outbound calls. We will very soon start using the integrations.

Cons

None! It's a great software and let us perform our business very smoothly.

Review Source: Capterra
 

Julie from CAI International
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2017

September 2017

The platform is easy to use. We had efficient help getting started and everyone was knowledgeable

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We can track and see who is calling us using dedicated numbers.

Pros

It does what it's supposed to do. I like all the options such as being able to set up a call tree. I'm happy receiving the weekly reports via email. It's easy to use. The price works for us as well.

Review Source: Capterra
 

Jacob from RCI Homes

September 2017

September 2017

Great Tool, Lots of Functionality

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Pros

I love the in depth functionality of the tool and the ability to customize it to my needs. From custom call flows to custom tagging options, it helps me feel in control of our call data. The reports are concise and actionable.

Review Source: Capterra
 

Frank from Houses For Sale 123
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

Fantastic Company. They have beat my expectations...I couldn't be happier with my results.

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Good to know what concerns people have.

Pros

Very user friendly . The software is self explanatory and extremely detailed. I never expected to be able to analyze my business to this detailed information. Big help in where I focus my marketing dollars.

Review Source: Capterra
 

Mariah from BHHS

August 2017

August 2017

Great for tracking calls

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Pros

CallRail is a great tool for tracking your analytics of phone calls that are coming and going. You are able to see the results, helping you find the best call times and more.

Cons

The staff had a hard time learning the program with the understanding of results, but with more training we will use it no problem

Review Source: Capterra
 

Sean from All Star Martial Arts

August 2017

August 2017

CallRail is an easy to use product.....we use it all the time and are happy to have it!

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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.

Review Source: Capterra
 

Conner from Lightmark

June 2017

June 2017

CallRail is the best call tracking software I've found

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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

Review Source: Capterra
 

Robert from Center for Vision & Values
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Our marketing team used this when calling to promote an event we were having.

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The main benefit was to streamline potential leads in order to maximize our calling.

Pros

Really liked the automated lead scoring tool. Our callers used the Lead Status function to make follow up calls and it helped close the participants into registering for our event. It was easier to focus on good leads because of this than wasting time on those who scored low and were probably not interested in our event.

Cons

The call flow builder took some of the staff a little while to learn and get used to. But once they did it was easy for them to use.

Review Source: Capterra
 

Spencer from Lift Conversions
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

We use this everyday, its a requirement for most clients.

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Results....

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.

Review Source: Capterra
 

Gina from The DSM Group
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Easy to understand reporting features

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I'm able to track my campaigns with the use of various numbers. It helps me to determine where leads came from and what to double down on.

Pros

I enjoy how easy it is to set up a new number. I also like the integrations it had with platforms such as AdWords.

Cons

While reporting is easy to navigate on my end, it's a little busy for the client. They should make it more simple to read the charts.

Review Source: Capterra