CallTrackingMetrics
What Is CallTrackingMetrics?
CallTrackingMetrics is a global conversation analytics provider giving marketers data to make confident strategy decisions. Over 100,000 users, including The Washington Post, Verizon Connect, and Read more ServiceMaster, rely on CTM to make data-driven advertising decisions. CTM integrates with core tools marketers use every day like Google Ads and Analytics, Hubspot, Salesforce, Zoom, and Facebook. Read lessWho Uses CallTrackingMetrics?
Mid-market brands and agencies with proactive marketing & sales teams looking to enhance their strategy and operations with advanced data across industries like healthcare, law, and home services.
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Reviews of CallTrackingMetrics
Jennifer
Exceptional Value and the Support is Top Notch!
Comments: We are a marketing company and use it when placing ads via print, online, craigslist and so much more. It has helped us save numerous accounts that say they are not getting response from their advertising with us. We are able to print out detailed reports and physically show them how many calls they are receiving.
Pros:
We have been with CTM forever it seems like! I have used many different call tracking applications, but, they are hands down the best! If you need something specific from reports, to call handling, forwarding, whispers, they can do it all. The support team is the most helpful with a quick response. From small to big issues they can do it all! The value you get with this CTM far exceeds any other software.
Cons:
Honestly, there really isn't anything that I don't like. I haven't found anything that they can't do. If they can't do it, they find a way to make it happen for you.
Jorge
Alternatives Considered:
Smart & Simple Marketing Call Tracking Software
Comments: We are an agency that manages digital marketing campaigns for clients on multiple platforms like Google, FB, and Microsoft. CallTrackingMetrics helps us track and measure ROI, audit the quality of calls, and optimize our campaigns to improve performance and present results to our clients. Many clients do love CallTrackingMetrics because they can listen to calls and evaluate the performance of their sale customer service team.
Pros:
I really like the user interface where you can easily filter your clients, listen to calls, download reports, select your call and most importantly audit the quality of the calls generated. Also, I love the easiness of the setup, how to buy numbers, associate to sources, and whatnot. And ultimately, I find its integrations with various marketing platforms very helpful.
Cons:
Some opportunity that I have seen is recording management. Sometimes, we want to share calls with our clients in a very simple manner for a quick listen without having the client log in to a computer and access a profile but when we share the link that is available to download from CTM, often times the link is broken and we are not able to share that recording.
Alexander
Not intuitive. Difficult to find information. Too expensive
Comments: It was OK in the beginning. But it's so difficult to find information and to get decent reports on usage. In order to figure out how much we were paying for the Fixed Fee, I had to go into account settings and see what package we were on - because their bills don't actually show this. Their bills are literally: here is the total amount you were charged for the month. Ok, but what is the breakdown? How many minutes were used? What taxes did you charge? You can't find that information easily. Almost like it's by design to hide this information. Going to be dumping this software in favor of a different, more professional solution. There are many professional solutions out there with lower fees and better customer support.
Pros:
I like that it tracks calls from marketing channels quite well. It is relatively easy to set up the call tracking and to get phone numbers.
Cons:
- It's difficult to get customer support. When I tried to get Canadian numbers, it was just messages "we can't get you that number at this time". No follow up. No path forward. - Their bills do not break down information. How many minutes did I use for all the client accounts? What was the fixed monthly charge? It's not broken out on the bills. It's very difficult to dig in and get account-level information. - It's really expensive for the price. If you're an agency, you have to pay $120 per month fixed fee, just for the privilege of being able to have child accounts. It's very silly compared to many alternative options out there.
CallTrackingMetrics Response
8 months ago
Thank you for taking the time to share your feedback, Alexander. Generally speaking, assistance with technical issues through our Help Desk is available from Monday through Thursday from 7:30 a.m. to 7:30 p.m., Eastern Time and on Friday from 7:30 a.m. to 5:30 p.m. Eastern Time. Our team is available by phone call, chat, or email. With regards to the difficulties with acquiring numbers in Canada, our number providers do occasionally have shortages of numbers in certain regions. When this happens, we should communicate next steps so that you have all options made available to you. We would love the opportunity to research the difficulties you experienced with our services, as well as have an account manager touch base with you to address your concerns with our billing statements and reports. If you could call us at 888-770-3332 or email us directly at [email protected], we can take action to ensure that your concerns are addressed.
Stephanie
The More info the better
Comments: We have made more money by using this product as it allows us to access info we wouldn't have had otherwise. Being able to track the missed calls from nights and weekends has produced many new leads.
Pros:
Being able to see the phone number and some basic info about the person that calls is very beneficial to how we work a lead. Knowing what pages they came to helps direct the call in the right direction without wasting time.
Cons:
We have several websites we track that are all part of one corporation, It's quite bulking and time-consuming to set them up all individually. I wish there was reporting that would show calls across all sites instead of having to swap back and forth between the 5 accounts we have.
Jesica
Alternatives Considered:
Quality Assurance
Comments: We use CallTrackingMetrics to track conversions and monitor call quality for over 100 clients. There have been minor technical difficulties that customer support is quick to resolve. We have been able to help several companies improve their lead volume and customer interaction abilities because of CallTrackingMetrics.
Pros:
CallTrackingMetrics helps our team track leads and monitor the quality of incoming calls. The customer support we receive from their team is top notch.
Cons:
We do run into integration issue with Google Ads and Google Analytics often. It would be nice if there was a notification system for when integrations break.
