CallRailReviews of callrail.com

We’ve used this software consistently since 2022, primarily for tracking numbers and as a VOIP-based call center solution. Pros - Generally reliable call quality - Minimal dropped calls - Our smaller franchisees find it easy to use Cons - Extremely poor customer service: Response times are painfully slow. You always start at tier 1 support, which often lacks the ability to resolve anything and must escalate—slowing everything down. It’s been a consistently frustrating experience and the primary reason we’re moving away from this platform. Unfortunately, the support experience hasn’t improved since we first onboarded. - Limited call center functionality: The call center features feel like an afterthought—more of a revenue add-on than a fully built solution. It’s simply not scalable for larger teams. You’ll miss out on critical data and insights. After switching to a provider that specializes in call center solutions, we’ve seen a dramatic improvement in user experience and our ability to identify and solve issues efficiently.

I tried to remove the card number because I am no longer using the service and now I have to cancel the card.

Giving 2 stars only because the technology works, but let me tell, stay away...horrible experience. I signed up with the idea I was gonna spend roughly $50/month, which is fine. Of course, I would have to pay also for usage (like $0.13 cents/min or whatever), also fine. However, I then needed an Australian 1 toll-free 1800 number for a client. I went ahead and asked. They gave me 5, not 1, but 5. At no time did anyone tell me that those numbers would cost me 16.80 each. I didn't notice that at all. And again no one told me. Moved to a competitor with more predictable pricing.

Be very careful giving this company your bankcard. I had nothing short of a nightmare experience. From employees working from home and rushing me off an initial support/setup call. I had issues where phantom add on additions were added to my account without my knowledge to increase the monthly bill and it tripled my billing on my bankcard. Customer support was extremely weak as I had requested a support ticket several times which they didn't answer till I had to call in a very distressed state of mind. My final resolution was an adjusted $45.00 bill of which they graciously added $11.60 tax to the bill. This is just outright fraud and I'd trust Mexican tap water more than I'd trust CallRail with having my bankcard on file. If you use them, it's best to use Diivy so you can issue a virtual bankcard with a set monthly limit equal to what your bill is supposed to be. I've been through 4 support tickets and 3 phones calls before I decided to leave a poor review. Believe me that they surely earned this one.

I can't believe this. During this very tough time with COVID-19 where I was laid off and I'm trying to work on other activities where callrail is a very useful tool during this time of quarantine, they decided to put my account on pause/hold. The only way we all blogally are interacting is this method: phone/text, and callrail without an explanation and authorization from me, decided to put my account in pause. Payments have been done in time and I spoke with a rep yesterday to specifically asked him NOT to put anything on hold. I find out that today my account was put on hold and I am sure lost clients for this during COVID-19. Does this company know there's a pandemic happening?

if you are looking to leave their services everything becomes impossible. There is no way to download all your past recordings before leaving. The reason why I left their platform to CallTrackingMetrics was: - search within their platform is slow - customer service is weak - buggy

I pay $130 a month and haven’t been able to create any new numbers for the last 2 weeks. The only response I can get from customer service is that they’ll let me know when I’m able to create numbers again. It’s not good enough so I’m switching.

Their customer support is terrible. Issues with getting data to flow correctly. I don't recommend it after using it for 2 years! The connection between CallRail and adwords went down for 3 weeks in March of 2018 and they never notified any of their clients during or after the issue. I switched to Phone Wagon instead and life has been much better! Edit: I tried talking to the VP of customer success and the guy was just a clueless person in a high up position like most directors in corporate companies.