About Marchex

Marchex is a cloud-based call analytics and call tracking platform that helps businesses with visibility, insights and high-value customers by providing actionable insights to marketing, sales and services teams.

One of the features, "Marchex for Marketers" includes marketing attribution, dynamic tracking, fraud prevention, conversation search and sentiment analysis. Another feature, Marchex for Sales helps in identifying intent signals, tracking agent performance and improving sales closer rates.

Marchex’s products include Marchex call analytics platform, Marchex call marketplace and Marchex local leads. It serves in wide variety of industries such as automotive, insurance, hospitality, travel and many more.


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32 Reviews of Marchex

Average User Ratings

Overall

4.41 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(16)

16

4 stars

(13)

13

3 stars

(3)

3

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 32 results

August 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

August 2018

Must Have Tool for Call Tracking

Pros

The program is easy to use and can handle high volume of information without affecting how it functions. If you run large call tracking campaigns it has the ability to be plugged into another tracking dashboard which is a huge plus! It provides stats within the program which is another plus, this allows you to quickly analyze data without having to physically do the calculations and comparisons yourself. You manage all of your information and campaigns which takes the headache out of dealing with a third party. Customer service is also really helpful in making sure you are using the program to its highest potential.

Cons

Sometimes it can glitch, and some of the features are definitely under-utilized due to accessibility. Overall I would recommend to everyone.

February 2018

Anonymous

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

February 2018

Good Product for Call Tracing, easy to use

able to track calls generated from Google Adwords ad spend and focus on getting more calls and spending less in Google Adwords. Also able to track calls generated from Facebook. Calls are recorded and interface allows for easy listening to determine quality of the call.

Pros

customer support for set up is very good, quick and simple Keyword Level Tracking available integrates easy enough with Google Adwords for keyword level tracking, but haven't been able to track search terms used

Cons

customer support for trouble shooting is a little difficult interface is easy enough to use but calls data needs to be downloaded to generate reports getting in touch with a sales person is not easy not a lot of bells and whistles compared to other platforms

March 2021

Zakary from Flypaper

Company Size: 51-200 employees

Industry: Marketing and Advertising

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

2.0

Functionality

1.0

March 2021

A tool that has failed to adapt to change.

It served its purpose however we are now moving to a software that has more features that lend itself towards digital marketing.

Pros

I enjoy being able to have visibility into our calls we are receiving both internally and for our clients to understand ways to better handle our inbound calls.

Cons

The software hasn't really changed the user experience since the first time I logged on in 2017. It has had the same look and seemingly the same functionality.

Response from Marchex

Replied March 2021

We take feedback from customers very seriously and are disappointed to hear we didn't meet the high standards of excellence we strive to provide every customer. Regarding the product feature set, Marchex launched its new Marketing Edge platform with numerous key integrations and self-serve functionality in July 2020. While migration of existing customers from our older MCA platform is currently voluntary, customers who have completed the migration have expressed very positive feedback. We have a streamlined process for migration that is aimed toward minimal disruption to customers. The invitation extended in October 2020 to your company is still open and our team is ready to provide a seamless experience. Please reach out to me directly at Connect@marchex.com to discuss further. Thank you for being a customer. Lance G, Marchex Customer Experience Team.

February 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

3.0

February 2018

Reporting to be desired

marketing numbers and the ability to listen to them, the basics

Pros

It records the calls and allows you to create marketing numbers as needed. archex serves it's purpose but to sift through various calls to understand if it is a good or bad call can be daunting when a property receives 20+ calls a day. They have a service that can point out different words for a charge but I belive this should be standard to provide top of the line service to all customers.

Cons

I think the reporting could be a little more robust and organzied. Certain reports you have to click into one subject for example "by client" run a report to see another type of report pop up that you then elect and select which properties to go to. Reports are hiding and not clearly found. If you schedule reports for certian users you can't see which reports are schedueld for which user. There should also be a way to give access to only certain accounts and not one or all.

February 2018

Rayne from 5B Management

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2018

Always received great data, service, and support!

Pros

Overall tracking ability. It's hard to put a value on being able to effectively track marketing campaigns, but Marchex has really made it possible for us to see what is working and what isn't. The platform has also increased our efficiency for new development transitioning.

Cons

Wish there was a little more detail on some of the reporting and how certain #s are effected. I get a fair amount of "Other" calls by status and am unsure what causes this, but it could be purely from my lack of knowledge about how that category works. I haven't done much research in the help guides regarding. I also have a hard time figuring out how my locations get categorized so I have properties that are broken out and listed just as "other" while the rest have their location names.