I have used a handful of different vendors to track calls, and I can say that I have finally landed upon CallRail as my vendor of choice. I have been using CallRail now for a solid two+ months and this is the company I will be recommending to all of my clients. Props to Andy Powell on a great product.
Like Jason says above, their software really does make others look like *******. The closest competition with good design is probably logmycalls.com which is very pricey for a small business. If you take a look at other ones, like calltrackingmetrics.com and avidtrak.com; their interfaces are either bulky and confusing or simply outdated. CallRail’s web interface is very simple, looks amazing, and there is still a lot of power underneath the hood. Like Jason said, their documentation is very similar to MailChimp. They document everything with easy to follow tutorials and screenshots. http://www.callrail.com/docs/ For small businesses who might not quite understand what they are looking at, this is crucial.
Beautiful Dashboard with Lots of Data
Here is a screen capture of the dashboard… and yes all data is fake.
They give you a variety of of columns to choose from, such as seeing the landing page they are calling from. The columns you can choose from include:
- Source Type
- Tracking Number
- Caller Name
- Caller Number
- Ref Domain
- Landing Page
They also have another dashboard which you can see your companies and a simple total of calls and minutes. And yes, every page can be customized as far as picking date ranges.
Quick and Easy Reports
CallRail has a bunch of quick and easy reports built into the dashboard which you can run.
- Calls by Keyword
- Calls by Active Page
- Calls by Landing Page
- Time to First Call
- Calls by Day & Time
- Calls by Source
- Unique Callers
Here is an example of calls by hour.
These are great and can allow you to quickly analyze what your peak call hours are.
Easy WordPress Install with Dynamic Number Insertion
If you use WordPress, setting up CallRail literally only takes a few minutes because they have a free WordPress plugin. http://wordpress.org/plugins/callrail-phone-call-tracking/ The plugin controls their dynamic number insertion. So basically it takes your phone number anywhere on your website and randomizes it between a pool of numbers which you setup in your account. This allows you track both organic and PPC calls at the same time. And you don’t need thousands of phone numbers to track different keywords because it only assigns the phone numbers to active visitors. Read this article here about estimating the # of numbers you need in your pool. http://www.callrail.com/keyword-call-tracking/
Another feature I use all the time is the one click export to Microsoft Excel. This allows my to crunch the numbers and give additional reporting data such as the number and percentage of calls from organic traffic verses PPC traffic.
Google Analytics Integration
CallRail offers a very easy to setup integration with Google Analytics. You literally plugin your Google Analytics ID and it generates all of your phone calls as a Goal in your Google Analytics reports. If you aren’t using Goals yet in Google Analytics, you should be!
One of the best things I like about using CallRail is the ability to setup pools and numbers to track different types of data. Example, right now I can segment data between Bing PPC, Google PPC, and Organic data. The ability to easily setup CallRail with Google AdWords Call Extensions and now the recently released Bing Call Extensions is crucial to my reporting data.
CallRail has only been around since 2011 and from what I can tell are still a fairly small operation. I first reached out to their support about a month and half ago with a quick question about Google AdWords call extensions. They don’t have a support phone number and so at first I didn’t know what to expect. To my surprise, I received a walk through (something not on their website) in an email within 15 minutes. I have contacted them a few times since then and always received a reply within 25 minutes or less. In my opinion their support is above par and I couldn’t be happier.
CallRail has a lot of other features as well:
- Integration with Kissmetrics and Saleforce
- Ability to block callers
- Track Offline Numbers (such as print/radio ads)
- Record Phone Calls
- No contract and not setup fees
- Local Numbers: USA & Canada
- Toll Free Numbers: 888, 877, & 866
- Unlimited Company Accounts
- Whisper Messages
- Real-Time Call Stats
- Full Caller ID Data
- Instant Email Notifications
In conclusion, if you haven’t tried CallRail and are maybe looking for a call tracking software or maybe you are looking for a new one, give them a try! They have a 14 day free trial and you really have nothing to lose. This is not a paid review, just a happy customer!