CallTrackingMetrics is the only digital platform that uses call tracking intelligence to inform contact center automation—resulting in a more personalized customer experience. Discover which marketing campaigns are generating leads and conversions, and use that data to automate call flows and power your contact center.
|Support||24/7 (Live rep) Business Hours Online||Customer Type||Large Enterprises Medium Business Small Business|
|API||Contact||Severna Park, Maryland / 800-577-1872|
|Deployment||SaaS/Web/Cloud Mobile - Android Mobile - iOS||Category||Call Center Software|
Disclaimer: The pricing details were last updated on 08/07/2019 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
I signed up for this because a business coach recommended it. I love the idea of it and have had a subscription for about two or three months, but haven't had a chance to actually use it yet.
I'm writing this review because CallTracking has asked me to provide a review. I'm also hoping that sticking my neck out here will require me to do some work to get out a product that can use one of the tracking numbers, at which point I'll either update this or post a new review.
I can't really comment yet on what I dislike for reasons stated above.
The problem I hope to solve is determining whether particular mailings are worth doing, based on the response I get to them. How do I determine whether someone is responding to my mailer rather than other things in the marketplace? By placing a different call number out there.
I love that you can order as many numbers as you need. They also allow you to set up a fully customization of call center services. They are friendly and very eager to help you figure out how you need your system set up. If you cant figure something out their support team will walk through it with you!
At times there are few issues but the support team will help resolve the issues. Also they are NOT open weekends, so you better hope you dont have an problem that cant wait.
Take your time and get to know the product
Currently no issues are being solved. There are none to report.
We just started using Call Tracking Metrics this year. It is so great we can now see where exactly our marketing dollars are being spent. We can see each promotion and see how customers are responding to each one. We can see how many people responded and how many people bought the promotion all in a snap.
Wish we could edit multiple records with tags or sources at the same time.
Tracking what form of marketing is one of the most difficult things as a business. Knowing where we want to spend more marketing dollars is very helpful. Call Tracking Metrics has been a huge help in this field. You can always ask clients where they heard about you and they might say your website when actually they called in on a mailer they received.
I like the exportable report that I can share with clients. It allows me to better understand why people are making calls and how to direct traffic during certain times of the day.
We've experienced several CTM numbers that were disapproved by Google Ads but there was no alert that told us the number was disapproved.
If you're looking for a simple to use platform that give you a lot of information this is the spot for you!
I am able to take data and transform it into information to give clients a full picture of what is going on in their marketing efforts. Calls are one of the most important factors for closing a sale so having that data is very useful.
CTM has helped my agency so much at managing multiple clients across multiple platforms (google, facebook, etc.) and the reporting features are great. We can clearly see how our ads are performing and tie it directly back to show the client how we're impacting their business.
The least helpful thing so far has been having to create a new business account for each of my clients, but we're working on moving to one of CTM's marketing plans! :)
Get this if you're wanting to track multiple numbers across multiple accounts.
We are solving the issue of directly tracking calls to our clients from the ads we produce and manage on their behalf. These reports give us proof and highlight exactly how much revenue we are providing to our clients.
We looked long and hard for a company that could help us combine 2 numbers into one. Call tracking metrics has worked out great for us. We have the option to record the calls - which we haven't done yet - but will possibly use it in the future. We just love the interface and how easy it is to view the calls that come in and where they are coming from. The added bonus of getting caller information is also very useful!
The only thing negative I can say is that it's a tad expensive!
Great product!! We love the interface, reporting feature and love how easy it is!
We have not had any issues. The benefits are that we were so lucky to find this service. We have 2 offices in NY, 2 phone numbers and one website. We were able to put one number on the website and have a call forwarding number - with a press 1 & 2 info.
CTM was the third call-tracking provider we have trialed, and by far the most effective for our purposes. The interface is not technical, and can be utilized by anyone on the Account Management team. Additionally, we were able to use Google Tag Manager to implement the DNI, which made it incredibly easy to onboard new accounts.
There aren't any incredibly easy methods of live support available on CTM, so I've used their support documentation in the past in lieu of a chat/email support service. Additionally, switching between sub-accounts on the agency platform is not as intuitive as I'd prefer. However, the ease of use far outweighs any of the drawbacks of using CTM.
Use Google Tag Manager to implement the DNI to circumvent using a developer.
We use it as a multi-account call tracking service, installed on multiple different websites, assigning tracking numbers for each marketing channel to properly attribute leads from various marketing initiatives. Additionally, we've taken advantage of the call recordings to better enhance store customer service.
As an agency we've be exposed to a number of solutions and the can be more different than what you might expect. I would suggest not being overwhelmed by the features and functionality. You can start slow and easily have the opportunity to grow into more sophisticated use. Also note that it is not just analytics but you can create outbound campaigns (like texts) as well. There are also more flexible tagging than other platforms that is really helpful to tailor it to your organization and what you need to get from it.
It can be a little more difficult to set up than other solutions (but no means the hardest) but nothing that can't be tacked in a short time.
Campaign source attribution is the most obvious but sometimes the phone system a client is using is failing and they don't even know it. Sometimes it's call handling or people getting endlessly forwarded and no one has realized it. 100% of the time the assumption is that the call center is working flawlessly but once CTM is installed it has always resulted in major changes to staffing, training, and more.
The most helpful thing about CallTrackingMetrics is their customer support. Multiple times I have had to reach out to them and every time they were incredibly helpful.
The downside is that some of the set up can be a bit confusing. With the UI it can take a while to find what I was looking for.
The problem of attributing conversions to paid search efforts. It can be incredibly difficult but with Call Tracking Metrics it makes it a bit easier to see what actions a visitor to the site took.
Lots of data is captured and compiled for easy and informative reporting. We're able to track all of our calls from multiple sources, and directly attribute revenue to each source.
The platform can be slightly difficult to navigate because there are so many options available. After spending some time learning the system, it gets easier and easier!
Compared to CallRail, CallTrackingMetrics is above and beyond! The reporting features are very helpful, and it performs as well or better as CallRail ever did. The best difference, is the support the CallTrackingMetrics team provides, should you ever need assistance. They are always able to provide answers and educational information for anything you ask, and are happy and willing to help you overcome issues quickly. CallRail would take days to respond without every truly answering any of our questions.
We are able to tie costs and revenue to different sources to help influence our marketing strategy and decisions.