CallRail Review 2023: Pricing, Features & Pros & Cons

CallRail is a call tracking software with trackable phone numbers, local minutes, and text message credits. In this CallRail review, we gave the provider high scores for its user-friendly platform and robust features, such as call attribution and whisper messages. It is rated lower in pricing since it does not offer a free plan with relatively higher subscription fees. Overall, it’s recommended for small marketing teams for its call tracking capabilities and free local numbers.

CallRail Review: At a Glance

Overall Score: 3.97 / 5

RATING CRITERIA	Pricing		2.00 / 5
	General Features		5.00 / 5
	Niche Features		5.00 / 5
	Customer Service		3.44 / 5
	Ease of Use		4.13 / 5
	Expert Score		3.75 / 5

What We Liked

• Team performance management available with mid-tier package
• Entry-level plan integrates with popular tools, like Facebook, HubSpot, and Slack
• Mobile apps compatible with Android and iOS devices
• Automated lead tagging and scoring

What's Missing

• Call transcripts and form tracking locked in the most expensive package
• Phone numbers are limited to the U.S., U.K., Australia, and Canada
• Limited customer service channels—only via email or support ticket

When to Use CallRail

• Healthcare compliance requirements: CallRail is Health Insurance Portability and Accountability Act (HIPAA)-compliant, ensuring the security of your customers’ data.
• Campaign performance monitoring: Its features allow you to track, monitor, and analyze calls to measure and improve marketing efforts.
• Companies using multiple marketing channels: Provides comprehensive caller insights (e.g., source and purchase journey).

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When to Use an Alternative

• Robust international calling: CallTrackingMetrics offers numbers in more than 80 countries
• Advanced IVR (Interactive voice response): Unlike CallRail, Ringba’s IVR uses behavior-based routing to direct calls according to location, interests, and demographics.
• Customer support: CallRail only offers phone support on weekdays. CallTrackingMetrics’ support is via live chat, email, phone, and support tickets.

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CallRail Deciding Factors

CallRail is a phone and message tracking and analytics solution that marketing teams use to gain a better understanding of campaigns and drive leads and conversions. It tracks key campaign metrics across online and offline channels.

CallRail Alternatives

While CallRail helps businesses understand their sales channels, there are cloud business phone system capabilities that it does not offer. If extensive international calling and inclusive call routing are essential to your operations, consider some of the alternatives below:

Best For	Businesses looking for a platform for multi-channel tracking and extensive customer support	Businesses looking for a full-featured cloud phone system with call tracking features	Companies looking for an affordable solution with a pay-as-you-go pricing model
Monthly Starting Price	$39 plus usage	$100	Free plus 6.5 cents per minute for local tracking
Learn More	CallTrackingMetrics	Phonexa	Ringba

In our CallRail pricing review, the provider received a low score because it lacks a free plan and volume discounts. Its plans are also on the higher end of the spectrum, ranging from $45 to $145 monthly. However, the service packages are full-featured, and all plans come with monthly credits, including local numbers, local minutes, and text messages. Additional fees apply for excess use.

Users have the option to add more features to their plans, which include:

• Local numbers at $3 each number, regardless of plan
• Local minutes priced at 5 cents per minute across all plans
• Toll-free numbers that cost $5 each number
• Toll-free minutes at 8 cents per minute
• Text or short message service (SMS) with a rate of 1.6 cents per message, available after the trial period
• Form submissions with a price tag of 3 cents per form, available for those registered under the Call Tracking + Form Tracking and Call Tracking Complete plans
• Call Transcription minutes with a price of 2 cents per minute, available for those in the Call Tracking + Intelligence and Call Tracking Complete plans

CallRail Features

CallRail is a comprehensive call tracking software with marketing analysis capabilities. It is designed for businesses wanting to analyze the results of their campaigns conducted through calls, texts, forms, and chat. It combines tools, such as call recording, transcription, and lead tagging, for accurate lead tracking and advanced analytics.

CallRail received a 5 out of 5 because it has all the standard call tracking features, such as free phone numbers, call routing capabilities, reporting and analytics, and text messaging. As a call tracker, it enables users to match incoming calls and texts to your marketing efforts and channels. This capability allows you to measure your campaign’s effectiveness for more optimized strategies.

CallRail utilizes dynamic number insertion (DNI) to monitor online activity, such as keywords, emails, social media posts, and pay-per-click (PPC) ads. Track offline marketing pieces, such as brochures, mailers, and billboards, and discover information like a call’s source and your lead’s name, number, and location.

The CallRail features listed below are included in all plans:

• Five local numbers
• 250 local minutes
• 100 text messages
• Offline and online call tracking
• Keyword-level attribution
• Localized DNI
• Email summary reports
• Call recording
• Call and text message scoring
• Call forwarding
• Standard call flow builder
• Robust integrations

We gave CallRail a 5 out of 5 for niche features with its complete suite of analytics, robust integrations, and advanced routing capabilities. Users on higher tiers can access 10,000 call transcription minutes, multi-touch attribution modeling and reporting, and automated lead tagging. It offers powerful integrations with Google Ads, Salesforce, WordPress, HubSpot, Facebook, Webhooks, and Slack.

Click on each feature below to learn about CallRail’s top niche offerings.

Call Attribution

CallRail enables users to easily measure their marketing campaign’s return on investment (ROI) in just a few clicks. For instance, this feature tells you why someone is calling before you answer the phone—identifying whether they’re responding to a listing offer, an online ad, or a flier.

CallRail offers two types of call tracking. Source tracking provides information on which campaigns or promotions inspire the most conversations. The second is visitor tracking, which shows the overall effectiveness of your campaign by tracking your customer’s path to purchase.

CallRail’s caller timeline includes various information, such as name, number, location, and date and time of the first call. (Source: CallRail)

Conversation Intelligence

CallRail’s conversation intelligence technology records, transcribes, and analyzes every incoming and outgoing call—offering insights to improve staff training, customer service, and your bottom line. Using artificial intelligence (AI), Conversation Intelligence identifies preset keywords and identifies priority customer concerns. Transcripts of call highlights quickly identify coaching opportunities and allow you to automate lead categorization.

Prioritize high-value leads and identify trends (Source: CallRail)

Integrations

CallRail’s services include turnkey integrations that streamline data sharing between platforms, allowing you to share valuable insights and data efficiently. It features integrations with popular marketing and customer relationship management (CRM) software, giving you a bird’s eye view of your advertising and marketing efforts.

For example, CallRail’s integration with ActiveCampaign automatically populates phone calls and caller data from CallRail into ActiveCampaign. Use call data within ActiveCampaign to ensure engaged leads receive smart, relevant information at the perfect time and the user experience is positive. This integration allows marketers to include inbound call leads into their automated workflows and segment them based on the details of the phone call.

Custom after-call schema (Source: ActiveCampaign)

In terms of customer service, CallRail was rated 3.44 out of 5 because it offers most customer service channels, such as phone, ticketing, and chat support. Based on its website, its email support is focused on sales, not customer support. We recognized that CallRail’s support channels offer extended business hours but not 24/7 support. Another option is to research its help center and community network.

CallRail is reportedly easy to use as it requires minimal technical knowledge to maneuver. Upon review and assessment, setting up and configuring the system is easy, and its apps are intuitive, but users have reported the overall feel is “clunky.” Still, the CallRail online resources offer plenty of references and guides to maximize the software.

CallRail reviews have been generally positive. Most CallRail user reviews commend it for being an excellent call tracking software for monitoring leads and campaigns. Those not focused on price appreciate its value as it provides inclusions that other providers don’t.

• TrustRadius: 6.9 out of 10 based on 70 reviews
• GetApp: 4.5 out of 5 based on 161 reviews
• HubSpot: 3.5 out of 5 based on 24 ratings
• G2: 4.6 out of 5 based on 1,217 reviews

Many users like its platform’s ease of use and comprehensiveness. They appreciate that it has various tools they need, including integrations, lead and conversion tracking, and detailed reports. There are mixed reviews on its customer support, where the majority mentioned that its team is very knowledgeable and helpful in addressing their needs. A few others complained that not all agents are skilled in handling issues.

How We Evaluated CallRail

In this CallRail review, we evaluated the platform considering various factors, from pricing and general and niche features to customer service and ease of use. We also checked online reviews from verified CallRail users and customers to assess CallRail’s critical areas that matter to small businesses.

Learn how we evaluated CallRail by clicking on the tabs below:

Bottom Line

This CallRail review finds it’s an excellent option for small businesses looking for robust call tracking software. Its all-inclusive, subscription-based packages capture the results of marketing efforts across channels, such as calls and online forms. It also provides phone numbers, call minutes, and text credits in their plans.

If your business needs a straightforward platform for analyzing calls, conversations, and marketing efforts, CallRail is worth checking out. Sign-up for its 14-day trial today.

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