CallRail Reviews & Insights

Score9.1 out of 10

76 Reviews and Ratings

Community insights

TrustRadius Insights for CallRail are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Easy-to-use Interface: Users have consistently praised CallRail for its exceptionally user-friendly interface, with many stating that they find it easy to navigate and manage multiple clients. This convenience is especially appreciated when generating reports for each client.

Excellent Customer Service: The customer service provided by CallRail has received high praise from users, who mention receiving prompt responses to their tickets. Additionally, the extensive knowledge base available for common questions is appreciated by customers seeking quick resolutions.

Affordability: Many users appreciate the affordability of CallRail in comparison to other call tracking providers. They note that despite being significantly cheaper, CallRail offers similar features and functionality, making it a cost-effective solution for businesses.

CallRail Reviews

33 Reviews

CallRail Review

Rating: 1 out of 10

January 6, 2023

Use Cases and Deployment Scope

We tried using CallRail for marketing purposes on 2 different websites.

Pros

Proving Virtual Numbers
Phone Tracking
Call Reports

Cons

Customer service speed of processing request
Process mistakes faster

Likelihood to Recommend

In my experience, we signed up with CallRail and noticed after the second month that we were charged 3 times the signed-up amount. I believe services were charged for those that were never set up. In my experience, after calling Beginning (December 2022) in and complaining nothing happens. Did a follow-up call about 2 weeks later (mid-December 2022), and nothing changed, I believe. At this time we canceled the service. In my experience, we did another follow-up call 5 weeks later (beginning of January 2023), but still nothing. I believe they talk nicely on the phone but seem to ignore requests and not process them. Whatever the reason is, this is not acceptable I believe. In my opinion, this is not trustable Company. From my point of view, I don't trust them with your credit card information. I believe they add random charges and services. Because of my experience, I believe I will start a fraud case with the bank.

Verified User

General Manager in Corporate (1-10 employees)

Vetted Review

1 year of experience

Highly recommend!

Rating: 9 out of 10

Incentivized

December 19, 2022

Use Cases and Deployment Scope

We use CallRail to monitor not only the frequency of phone calls and to which community, but it is also used in training and development, to make sure we are asking the right questions, assessing our clients needs, and getting them in front off the correct people. We use it on a daily basis.

Pros

Record conversations
Show the number of times a particular person has called
Show trends with frequency of phone calls and length to a certain number

Cons

I think the workflow set up is difficult to use
When lines are forwarded sometimes it cuts off

Likelihood to Recommend

CallRail works well for us being a home builder. I advertise my CallRail phone numbers and can easily change the phone that is it routed to if someone is on vacation or no longer works at that location. It is another source to allow me to show what communities have more or less traction than others. I can also listen back to the recorded conversations and use it as a training tool with my team, or to recognize someone for doing a great job.

Verified User

Director in Sales (11-50 employees)

Vetted Review

4 years of experience

A must-have tool for service-based businesses

Rating: 10 out of 10

December 19, 2022

Use Cases and Deployment Scope

When you are a service-based business that depends on a mix of traditional and digital marketing practices, you need a way to track how customers find you. CallRail allows us to discover where and when our customers discover us. Utilizing CallRail's excellent call tracking, we've been able to hone our marketing methods precisely. CallRail allows us to monitor which platforms deliver and modify our marketing methods accordingly. Additionally, by listening to call recordings, we've been able to substantially update our CSR team's knowledge base so that they can answer more questions and convert more leads. CallRail is a must-have tool for us.

Pros

Call Monitoring
Call Tracking
Platform monitoring

Cons

That ability to adjust font size
On start up, I would like CallRail to open to the call log vs the phone number list

Likelihood to Recommend

CallRail is a must-have for businesses that rely on digital and print advertising. You can create different phone numbers for each marketing platform. For us, that means Google Ads, website and landing pages, trucks and other company signage, and social media. Additionally, if you want to help your CSR team to improve, CallRail's call recordings allow your team to self-monitor and find ways to improve in their messaging and find holes in their knowledge base.

BT Haynes

Marketing Manager in Marketing at ClimatePro (11-50 employees)

Vetted Review

3 years of experience

View profile

Great tracking & lead center tool

Rating: 8 out of 10

Incentivized

April 30, 2022

Use Cases and Deployment Scope

Our company utilizes CallRail for various uses. We contact leads in many different markets and CallRail allows us to have local numbers for each market. Being able to text and call from these local numbers definitely assists us with higher response rates. CallRail is also essential in our ability to track the call volume of incoming and outgoing calls.

Pros

Local Numbers
Call Analytics
Ease of Use

Cons

Pricing keeps increasing
Number of included numbers in the plan
Ability to see text conversation history

Likelihood to Recommend

We utilize CallRail for lead and client outreach. It is great to be able to use different local numbers in various markets. CallRail is a great tool when tracking and analyzing the productivity of our staff. CallRail also assists us with our marketing efforts by associating our inbound calls with different marketing campaigns.

Chris Martino

Acquisition Manager in Corporate at Point Acquisitions LLC (1-10 employees)

Vetted Review

4 years of experience

View profile

Free Trial... More Like Outright SCAM

Rating: 1 out of 10

January 13, 2022

Use Cases and Deployment Scope

[In my experience,] Their free trial is very scammy and they are refusing to refund $400+ charges on my UNUSED account. Very bad business practice. I strongly recommend looking for more ethical competitors.

Pros

Product seems ok

Cons

Business Ethics
Customer Service
Stop Scamming Customers
Sales Team Should Be Honest

Likelihood to Recommend

Only use if you have credit cards with really good fraud protection!!

Jack Carlson

Software Engineer in Marketing at N/A (1-10 employees)

Vetted Review

1 year of experience

View profile

Best call tracking software on the market

Rating: 9 out of 10

Incentivized

October 9, 2021

Use Cases and Deployment Scope

CallRail does what it promises. It is being used by one of our vendors to track marketing and sales calls being made by their marketing and sales team. It is a very efficient tool for whoever wants to track and monitor the calls being made by their team members. The best feature is call transcripts, which are very helpful when it comes to analyzing the calls.

Pros

Call tracking
Easy monitoring
Good reporting

Cons

Integration with third-party softwares
Ease of use

Likelihood to Recommend

CallRail is a very good and efficient software to track all the calls; it also has some level of automation to set up calls and tracks them easily via the reports section. The best thing is the call transcript feature where one gets the whole call transcript at the end of the call, which helps in analyzing further.

Verified User

Employee in Information Technology (11-50 employees)

Vetted Review

1 year of experience

CallRail review

Rating: 2 out of 10

October 1, 2021

Use Cases and Deployment Scope

We are using it for other clients to track our progress, as well as theirs.

Pros

Not hard to set up.
Not hard to select numbers.
Not bad when working.

Cons

[In my experience] their support is terrible, incorrect support answers are not uncommon, and finding someone who cares can be a challenge.

Likelihood to Recommend

If you use tracking numbers, you are dependent on them being operational. If they are not, you are out of business. If you are in California and you have a problem at 3:01pm Pacific Time, you are so out of luck. Lord help you if it is Friday afternoon and your phone lines are down all weekend. [In my experience] you will get this email response: "Good Evening, thanks for reaching out! Our Support Team is available Monday through Friday from 9:00am - 6:00pm EST. We'll respond to request as soon as possible. To add additional comments or information, just reply to this email. We'll be in touch soon. Thanks, The CallRail Support Team"

Steven Laff

Principal in Corporate at A Far Site Better LLC (11-50 employees)

Vetted Review

1 year of experience

View profile

Super fast and efficient tool for call tracking

Rating: 9 out of 10

Incentivized

June 28, 2021

Use Cases and Deployment Scope

We are using Call rail in our marketing department and to our great surprise, it has created much prosperity in our life. As we can track the calls and can even transfer calls without any interruption and complications. Its customer service makes it stand above all other such software. The most important thing is that we can review the call transcripts and we can keep a record of everything discussed. Its integration with Zappier is not good and reports should be more elaborative.

Pros

We highly adore its feature of call transcripts.
We can transfer the call without any complications.
It is a super smooth and simple tool for call tracking.

Cons

Its reports need to be more elaborative.
Its integration feature is a little weak.
Price is not so satisfying.

Likelihood to Recommend

It is an exceptional tool for everyone who wants to track leads. it is good to keep a record of the calls and one can track down the success of media campaigns using it . and I would recommend it to those who want to keep a check on which source is most important for them and is bringing them maximum phone calls.

Lunam Aeve

Executive Recruitment Consultant at REED (1001-5000 employees)

Vetted Review

2 years of experience

View profile

Scalable Call tracking Software

Rating: 9 out of 10

Incentivized

June 25, 2021

Use Cases and Deployment Scope

CallRail is our call tracking software solution for our PPC department, we work with 500+ clients and manage their phone leads for them. This tool allows us to set up, optimize and monitor our client's PPC phone leads in a very efficient and intelligent way which is translated into one more added value for our clients.

Pros

Call Transcripts
Source data
Integrability
Pricing

Cons

Customer Service
Search term reports
Spam Call detection

Likelihood to Recommend

UI is pretty good, having tons of clients in our PPC agency requires a lot of organization and time efficiency. CallRail makes it very efficient and productive with most of the features, account levels, and UI friendliness. So far so good with the overall service. Our clients are happy with their call leads reports.

Jorge Peralta

Digital Media Manager in Marketing at White Shark Media (51-200 employees)

Vetted Review

1 year of experience

Great software for amazing price

Rating: 10 out of 10

Incentivized

June 3, 2021

Use Cases and Deployment Scope

I primarily used CallRail for my lead generation clients in order to get better call reporting from SEO and PPC efforts! I was able to prove the value of calls and scale the PPC accounts nicely by implementing CallRail and would absolutely recommend it to anyone, especially for paid search!

Pros

Track PPC calls down to kw level.
Transcribing the calls.
Caller information.

Cons

Support was not always the most helpful.
No other complaints.

Likelihood to Recommend

Appropriate across the board! Amazing tool

Verified User

Employee in Marketing (11-50 employees)

Vetted Review

1 year of experience

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