CallTrackingMetrics Reviews

Pros

I can access it from anywhere, my home computer, my smartphone and it records all my calls so when I'm driving I can gather customer info and call them back after putting their info in my CRM.

Cons

It's highly customizable so that means it can be quite complicated in it's settings. But that's just a natural cause of it being very customizable, you have to invest some time to understand it.

Pros

Easier to deploy than call rail. Give them a call or chat with them for a program to fit your budget or agency. Simple for a small business or a smaller agency.

Cons

Not as technical as CallRail. There are fewer selections on placement and connection.

Alternatives Considered

CallRail and Google Voice

Reasons for Choosing CallTrackingMetrics

I actually use them both depending on the client. If a client requires HIPAA or something more technical I use Call Rail. However if it’s a small local business then Call Tracking Metrics is suitable.

Switched From

CallRail

Pros

If it would work, it would be useful in measuring offline conversions.

Cons

Tried working with them for YEARS to get the data right because if it was correct, it would be so useful. Once I audited the data, the calls had nothing to do with the keyword data that was being reported. Until my arrival, the company was making decisions based on CTM's INCORRECT DATA! I implemented every change they recommended, including purchasing more numbers and inputting more sources but it was never resolved. When we decided to leave, they had auto-renewed our account and promised to refund, but did not. Additionally, many of the calls at the end were robocalls or hangups.

Alternatives Considered

CallRail

Reasons for Switching to CallTrackingMetrics

We had been with them for years and wanted to try and maintain the current integration.

Pros

For my business purposes, CallTrackingMetrics provides all of the marketing elements into one platform. I enjoy the Geo-Routing, tracking, and how we can integrate the software for many of our clients.

Cons

Not too many, I am a slow learner and often I need to call Customer Service,

Pros

Tracking Sources, Dimension Reports, Recordings and Queues, all these features and how detailed they are help in great measure to achieve our production and marketing goals

Cons

No cons for now. CTM has offered a very smooth transition and work flow for us.

Alternatives Considered

Twilio

Switched From

Nextiva

Pros

Before, I used a competitor's product, and while it was good, I didn't know how much I was missing out on.
CallTrackingMetrics gave me so much more control!
- how I price call tracking services for my clients (including charging by the minute if desired!)
- how I create phone number pools (no arbitrary, pre-selected minimum amount of numbers)
- what services each client needs
- easier and faster switching between client accounts

If you are an agency or manage multiple accounts, this software is the best that I've found. I was able to save my clients money and have far more control over price stability in the long run, while improving the number of features available!

Cons

CTM is complex and some of the UI is not as intuitive/quick to learn as I wish. It was easy to miss a step or two in client setup (even with the help of their great Support team), and sometimes finding the menu or options you need is not quick and easy.
This is partly due to the fact that the software does so much, but it would be nice if I could hide certain menus, or during setup, tell them to hide menus for me so that I don't have to constantly scroll through a lot of options I'll never use.

Pros

The software is fast and easy to use. It allows us to easily connect a variety of our campaigns from PPC, to email blasts, and so much more. The support staff is always readily available and great to work with.

Cons

At times the software can be a bit difficult to navigate when it comes to user administration and access levels.

Alternatives Considered

CallRail

Pros

Integration with Salesforce and Google products.

Cons

Separate setup for numbers and sources...would be nice if it were one process

Pros

Call Tracking metric system is a tool that we use in the clinic to measure or track the referral sources that we have.

We also use it as a campaign tool for marketing. This software app has so much potential, I know there is lots of function but in our clinic, this is where were at.

Cons

It took me a while to figure the functions. A tutorial is available outside the program.

Pros

CTM continues to upgrade the platform to accommodate GA4 and other platforms we need to integrate with. It doesn't take long to set up sub-accounts and buy numbers, which is a plus.

Cons

I don't have any cons really. There are some features I don't use, but I'm sure they are used by other companies but that is just me nitpicking.

Pros

I like all of the robust features and tracking that CTM provides.

Cons

The software can be a little glitchy and difficult to setup at times. Once you get it dialed in it’s great.

Alternatives Considered

CallRail

Reasons for Choosing CallTrackingMetrics

The software was dated.

Pros

The Call Logs are easy to navigate and have all the info I need to make marketing decisions. Setting up a new number is very fast and easy.

Cons

I would like the reports to integrate with Google Data Studio or other large reporting tools. We use one that can see call volume by tracking source but the reports aren't as detailed as what we can see in CTM. This type of integration would allow us to customize reports and improve the design.

Pros

The platform is extremely user friendly, we were able to get call center agents trained remotely and they could even download an app to their smart phones for additional access. As a call center manager the reporting features were very insightful when tracking agent performance metrics.

Cons

Everything is wonderful :) no complaints!

Pros

The customer service is amazing. The product is very user friendly and easy to use.

Cons

Changing from my old softphone had a lot of glitches. Porting the numbers we had seemed to be a never ending process. It was resolved after sometime.

Pros

CTM is a great resource to track lead sources as well as review calls and to reach your customers via text if that is an option for you.

Cons

It can seem a bit daunting at first but it isn't difficult to learn.

Pros

I like that I can listen to the phone calls and tag them for future reports for the owner. Such as CPL- Cost per lead. Also, it is helpful when training a new Patient Care Coordinator. It is crucial that when we get the call the person answering the phone sets up the appointment.

Cons

I would like to be able to put the person's name on the call that they answered. And put other notes in and not just a simple tag.

Pros

Call Tracking Metrics has amazing reporting dashboards and is extremely customizable, yet super user-friendly.

Cons

Nothing. If we've run into any issues specific to our use-case, CTM has been very helpful in either creating a custom solution or providing us with steps to implement a specific feature.

Pros

I work with several call management platforms. CTM has by far the best support team of any of them.

Cons

The reporting and reports is not as clean and robust as others. Additional focus on speech analytics and analysis would be helpful.

Pros

Call Tracking Metrics makes it really easy to get started with call tracking. The setup process is very straightforward and I can usually get my clients all setup in less than an hour (depends on how many lines they want to track). I think the call log is easy to scan and you can filter results by date, source, etc. which makes it easy to see which sources are providing the most value. You can tie the account into Google Analytics and push conversion data which makes reporting a lot easier than manually counting the calls.

Cons

Setting up lead tracking with Google Analytics could be a little simpler.

Pros

This is a self-serve platform. It does everything for you to track all prospects, dead leads, etc coming through your marketing campaigns. It's affordable and user-friendly.

Cons

If you're looking to track a lot of calls, you'll need to get customer support help. This is project-based, and well worth it. However, it does cost money to get this service.

Pros

Provide instant recording video and track all calls

Cons

So far we only use the features we need, we haven’t got the time to explore more.

Pros

I love form reactor helps us to convert more clients.

Cons

Nothing really. I love everything about CTM.

Pros

great software and vital in our marketing activities

Cons

nothing as it helps with everything that we do

Pros

It's super easy to use and your able to monitor all calls and text that come in and out.

Cons

There's nothing I like least about this software.

Pros

It is very friendly user, you can easily use the features.

Cons

I think the softphone, there should be a way to improve it.