TrustRadius: an HG Insights company

Marchex Reviews & Insights

Score8 out of 10

11 Reviews and Ratings

Get a Demo

Community insights

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

Pros

Easy-to-use interface: Users have consistently found Marchex to have an easy-to-use interface, making it simple to navigate and perform tasks quickly. Many reviewers appreciate the user-friendly design that allows them to easily access and manage their calls without any hassle.

Reliable service: Marchex has received praise from users for its reliable service, with many stating that they have not experienced any major issues or downtime. This reliability gives businesses peace of mind knowing that their call tracking and management needs will be met consistently.

Great customer service: The customer service provided by Marchex is highly regarded by users who find it to be great and helpful. Reviewers appreciate the prompt and knowledgeable support they receive when reaching out to Marchex for assistance or guidance.

Reviews

8 Reviews

The most accessible and straightforward platform for intelligent conversation

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

I hired Marchex for the operation of a third party to use and bring metrics for calls and texts received, thus seeking to improve the quality of service. We also guarantee how users write to us and what we can take advantage of in order to get involved and be accurate in missed opportunities.

Pros

  • find and convert customers better
  • Get data and perform better with conversations
  • have conversational analysis to be consistent in delivery

Cons

  • Lack of a feature with graphics
  • Bad tool layout
  • Difficulty communicating in other languages

Likelihood to Recommend

The Marchex platform is suitable for you to draw conclusions on how to approach your users. It also helps you with conversational improvements and data analysis. I recommend if you already have a large user base who buy your service and are always asking for explanations to hire Marchex for sure
LF
Luís Felipe Costa Araújo
Designer gráfico in Marketing at www.felipelufa.com (1-10 employees)
Vetted Review
Marchex
2 years of experience
View profile

Marchex Offers A Simple Yet Powerful Call Tracking Solution

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

Marchex is what enables our marketing agency to track phone calls for our client websites. The Marchex platform allows us to identify the number of calls coming in while offering details into the quality of those calls via recording and keyword transcription via call DNA. The service is fast and always working, and whenever I've had questions, the staff are responsive and friendly.

Pros

  • Ability to track lead sources.
  • Ability to qualify leads.
  • Ability to quickly roll out new numbers/campaigns.

Cons

  • The interface is dated.
  • The interface is not intuitive, and takes time to get accustomed to.

Likelihood to Recommend

Marchex does a fantastic job of offering stable and consistent Call Analytics data along with friendly, helpful, and prompt service reps. Where Marchex falls short is the lack of great user experience and intuitive design.
KB
Kevin Bossons
Director of Technology in Marketing at Website Technology Services, Inc. (1-10 employees)
Vetted Review
Marchex
10 years of experience
View profile

Marchex Call Tracking Platform

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

Marchex was used to track phone calls from our Paid Search in Google, Bing, and Facebook. Code was set up on client websites to track the source of phone call leads to better optimize the clients' budgets to maximize ROI on their paid search efforts.

Pros

  • Ease of set up
  • Always available by phone
  • Ease of reporting

Cons

  • Although customer support is only a phone call away, trouble shooting was not their strongest area. There was usually only one person who could help with technical support and getting past the gate keepers to talk to that person was not easy.
  • Salesmen were difficult to get in touch with. You think it would be easy to negotiate a contract to add more services but this proved to be a difficult task as well.
  • Online reporting could use improvement. If you wanted to sift through data you had to download a spreadsheet to manipulate the data. Very little beyond simple reporting could be accomplished on their platform.

Likelihood to Recommend

Set up is easy and adding to your account can be accomplished via a simple email request or phone call.
JK
John Kobel
Paid Search Specialist in Information Technology at CF Search Marketing (11-50 employees)
Vetted Review
Marchex
8 years of experience

Enterprise Level Call-Tracking with Extra Fluff

Rating: 4 out of 10
Incentivized

Use Cases and Deployment Scope

Marchex is an enterprise-level call-tracking platform that provides the information you need from call tracking. The integrations are no-frills, but provide exactly what you need at a good price for enterprise. I have worked with clients in the hospitality industry that have tracked anything from direct-print to dedicated display ad placements, and off-page publications.

Pros

  • Marchex does exactly what you need it to do. It allows businesses to quickly and effectively create online and offline call-tracking numbers to measure marketing performance.
  • Marchex offers a variety of additional options, features, and capabilities outside of their core business model, which is call tracking. These business offerings appeal to smaller businesses, since they are primarily an enterprise-level call-tracking platform.
  • Marchex allows you to listen and mark phone calls based on whether or not they lead to a conversion, if you business has the time to manage this process, it is an effective way to determine which source/mediums are providing the highest inside-conversion rate.

Cons

  • They're more focused on high-end business and providing robust enterprise-level capabilities.
  • Overall, having intro-pricing for local businesses with a transparent business model would be good.
  • Hard to upsell clients on using Marchex when pricing isn't available on the website.

Likelihood to Recommend

Marchex is generally going to be good for large businesses or someone that has always used Marchex. There are new competitors in the space that are doing the same, or better work for less money, and they're focused on more transparency and empowering marketers to use their platforms more effectively. I would generally recommend other options for call tracking.
AM
Aaron Metzger
Founder in Marketing at CATAPULT.digital (1-10 employees)
Vetted Review
Marchex
2 years of experience
View profile

Call Tapping or Call Tracking. Marchex Delivers Both.

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

Will use more checks to create call tracking numbers for individual businesses. We use it across start agency however our entire company does not make use of this service. It is a simple set up that provides voice recording, time of call, length of call, and caller's number.

Pros

  • Ease-of-use
  • Clear voice recording
  • Automatic labeling of dropped calls, voicemails etc.
  • Reliable service

Cons

  • Navigation is not intuitive
  • Outdated appearance

Likelihood to Recommend

For a simple set up of call tracking, either for a phone number to track the volume of calls and/or voice recordings to listen to callers and staff, this is a great platform. It has limited functions which make it easy to use, but it might be limiting for businesses that want more flexibility and versatility.
AS
Amber Stanley-Kruth
SEO Specialist in Marketing at Flypaper Digital Marketing (51-200 employees)
Vetted Review
Marchex
3 years of experience
View profile

Marchex is marching ahead in the right direction!

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

We used marchex to determine which keywords drove phone calls

Pros

  • call monitoring
  • analytics
  • provide actionable insights
  • great customer service

Cons

  • because I had a change in our team's contact person, I had to reexplain our business model and it took some time
  • business model changed since I first worked with Marchex

Likelihood to Recommend

I highly recommend Marchex.
LG
Linda Gaal
Partner, CMO in Marketing at ReelEyez Media (1-10 employees)
Vetted Review
Marchex
3 years of experience
View profile

A goes to Marchex

Rating: 9 out of 10

Use Cases and Deployment Scope

Marchex is a great call tracking and voice recording service we provide to our clients. We feature it on our directories. We purchase the 888 numbers and then forward them to our client's office lines. We have seen that the call tracking gives our listings more value because not only does it show the client the volume of calls, but it also gives the client the chance to listen to the inquires of prospective patients.

We also use it on our own site to listen to lead phone calls and to create better department policies.

Pros

  • Simple way to have an inside perspective on your clients
  • Active way to track your leads and see your traffic
  • Great for call quality assurance
  • Good connection, very reliable

Cons

  • It'd be nice if there was a standard voice recording disclaimer, instead of us uploading our own
  • Is there an option to email the new voicemails to an email, I haven't figured out on how to set up that option
  • There's been times where the calls are delayed, maybe the software is a little slow?

Likelihood to Recommend

I honestly have only gone with Marchex for this type of service. I'm not interested in finding another call forwarding/ recording service. We've been loyal customers for over 4 years now. It's helped our business and I would recommend it to anyone. It's great for any level of business. I could see this really helping a small business who needs to capture leads and orders in an efficient way.
VU
Verified User
Project Manager in Customer Service (11-50 employees)
Vetted Review
Marchex
4 years of experience

Marchex - A Must Have for Everyone

Rating: 10 out of 10

Use Cases and Deployment Scope

Marchex is being used as a tool for tracking the effectiveness of various ads and message for our clients. It is addressing the problem of missed opportunities and gauging the effectiveness of certain campaigns.

Pros

  • Marchex is really great at recording calls. Our clients can see if there are any internal issues to address with their own employees and systems in place. Many clients believed that the message was the issue but once they were able to listen to their calls, they saw that they needed more internal training on closing leads and making sales.
  • Marchex is a really great solution to gauge the effectiveness of a message and which medium was more effective in delivering that message. For instance, we can let our clients know if their sales pitch worked best for driving leads through radio, tv, internet, etc.

Cons

  • Marchex can be a bit overwhelming at first because they offer so much. A very comprehensive downloadable how-to PDF would be great.

Likelihood to Recommend

I believe it is best suited when there are various messages across various mediums that need tracking. I truly believe anyone can use it and it would be beneficial to any organization but it is an absolute MUST for those that advertise across many platforms to see where they can improve and where they can put or pull back advertising dollars to increase sales.
KB
Kayla Blanchard
Interactive Media Planner in Marketing at Potenza - Strategic Interactive Marketing Firm (11-50 employees)
Vetted Review
Reseller
Marchex
1 year of experience