Call tracking is one of the best ways to measure your marketing efforts and improve the quality of your customer support. Knowing what works and what doesn’t is the key to increasing your revenue.
If you want to have detailed insights into the results of all your online and offline campaigns, you need call tracking software. There is a lot of power in knowing why your phones are ringing. So, we’ve done the legwork to help you out. Here are the top five solutions you should consider implementing into your sales and support processes.
- Automatic call transcriptions
- Form tracking
- Effortless sign-up
- Interactive Voice Response
- Partnership Call Management
- Excellent reporting and analytics
- Numerous Integrations
- Excellent reporting
- Campaign management
- Call Attribution
- Automated Routing
5. KeyMetric Call Tracking
- Dynamic Number Insertion
- Covers 60+ countries
- Excellent insights and analytics
What is Call Tracking Software?
This type of software is used to record and track incoming phone calls, analyze them and provide information. The best tools also offer excellent analytics tools, which can crunch the numbers for you. In the end, the right software can present you with actionable data you can use to improve the performance of your marketing and support teams.
Why Should Marketing Teams Use This Type of Software?
Call tracking is one of the best tools a marketing team can employ. This call tracking system provides much-needed insight and clear-cut numbers about the success of your campaigns. Not only will you be able to share your success with “whom it may concern,” but you will also be able to quickly distinguish what works and what doesn’t.
It will help you focus on successful campaigns and pull the plug on those that aren’t contributing enough. Placing different tracking numbers on billboards and on your website can provide you with insight into which campaign catches more attention from your customers. Once you know the finer call details regarding your campaign, you will find it much easier to organize your future marketing efforts.
Typically, some of the best call tracking software also comes with extra features to help your sales team make more on-phone closes. The call recording feature, a staple with many providers on our list, allows managers to listen to the calls and pinpoint any issues. It will enable you to zero in on the customer’s biggest concerns about your product, which you can then efficiently address in your next campaign.
Call management can help route the calls to relevant teams. Finally, integrating call tracking with your existing marketing tools, a CRM or Google Ads, for example, can open doors to a world of information you can put to good use to improve your sales.
Why Should Customer Support Teams Use Call Monitoring Software?
Even though most of the world has moved to the internet, phone calls are far from being obsolete as a part of a successful marketing campaign. They still close the highest percentage of deals. Vague replies from your customer support representative in the live chat or complicated inquiry forms are more of a nuisance than a help for your customers. You can and should expect them to pick up the phone for any questions they might have about your product or service. From there, it is your team’s effort that turns inquirers into purchasers and struggling users into loyal customers. While well-written scripts help, they can only assist your customer representative team so far.
Using call center tracking software will help your customer support representatives provide even better customer service. The data it provides will allow your representatives to assess the path a customer has followed before calling you. If done properly, your team can know immediately what your customer struggles with. By placing one phone number for feature issues, and a different one for payment issues, you can understand what customers need even before they say hello.
With such knowledge, your team can prepare for the call in advance and provide more personalized answers and support. A prepared and helpful agent can be the main reason someone trusts your brand and recommends your product to everyone they know in the future.
There are many different types of call tracking software available on the internet. It can be hard to distinguish which one would complement your marketing and customer service efforts. So, let’s check some crucial metrics for choosing your software.
Knowing which features are available to you with a particular provider is the key metric to consider. If you are looking to improve your customer support output, selecting software that has call recording or automatic call transcription is a must. Smaller teams yet to expand into full call centers will find Interactive Voice Response (IVR) systems the most useful feature. Major call centres need call tracking metrics and reports, as those are fundamental for measuring the success of marketing campaigns. The right tool will have all the features of call tracking software you need to help skyrocket your sales.
Being able to see your data neatly organized will help you understand what needs to be improved to increase your ROI. Knowing all the relevant data and presenting it in an understandable manner can be the key to growing your revenue.
Your new software for tracking phone calls needs to integrate seamlessly into your existing processes. It should allow easy CRM integration, as well as integration with social media and any other tools that you already use for your marketing campaigns. This can be somewhat challenging. We will cover the most popular integrations for each of our picks for the top call tracking software so that you can find something that will complement your already existing processes. After all, you want to add to it and not fix it if it’s not broken.
Ease Of Use
The main goal of this listing is to make your life easier, so another important metric in our methodology is the ease of use. How effortless is the software to integrate and use? Knowing whether it requires just a couple of code lines or you need to hire someone to set it up for you can make all the difference. The level of customer support available to help you out if something goes wrong is always crucial to know before committing to one call tracking program or another.
Can any tool that promises to increase your ROI be too expensive? Yes, unfortunately. Despite the undeniable impact these programs can have on your marketing campaigns, some can just be too expensive for what they provide. The price can and should influence your decision. After all, the software you choose should help your balance sheet and not sink it into the ground.
All of these services are charged monthly. Most of them involve contracts, and all have additional charges applied if you go overboard with your calls and minutes. Luckily the providers on our list also have a free demo - so you can test each of these before you commit.
The 5 Best Call Tracking Software Options
- KeyMetric Call Tracking
Call Tracking Software Reviews
CallRail ReviewVISIT WEBSITE
- ⦿ Option for Dynamic Number Insertion (DNI)
- ⦿ Mobile app for analytics on the go
- ⦿ AI-powered analytics
- ⦿ One-line of code required for setup
- ⦿ Many integrations
If you are new to the world of tracking your calls, then CallRail is the software to download and install. It probably has the most straightforward setup among all the listed competitors. It is effortless to grasp and use, even if you haven’t used similar call track software before. What’s more, its website is fully optimized for beginners, and it can help you understand each feature in no time.
CallRail has more than enough features to help you to get the results you need. It allows you to automate several tedious tasks such as transcription. With this tool, your managers can quickly pinpoint potential bottlenecks in the customer call process while saving human hours typically wasted on transcribing each call recording. Its Dynamic Number Insertion helps with tracking your customers from the very first engagement with your brand.
There are also features, such as call logs, operational reporting, and call notifications, that your support team will love. All these features packed together provide in-depth data for you to evaluate. With CallRail’s customer service call tracking software, you can effortlessly see your costs per lead, even from your mobile device.
CallRail also has more than 700 integrations available, allowing you to connect it with other tools you use. You can effortlessly integrate it with the most popular CMS, marketing and other tools for automating all key processes. With it, you can also improve the precision of your workflow automation solutions. It also works well with social media and search engine marketing software.
CallRail pricing starts at $45 per month. The basic package includes ten local numbers, 500 local minutes, and 100 text messages. You can expect to pay $0.05 per additional local minute or $5.00 for more toll-free numbers if you go overboard. On the other hand, the highest tier of this call tracker starts at $255 per month and includes 50 local numbers, 6000 local minutes, and 500 texts. Some integrations and features can be purchased as add-ons, such as Salesforce integration or advanced call flows.
Phonexa ReviewVISIT WEBSITE
- ⦿ Real-time reporting
- ⦿ Toll-free and vanity numbers
- ⦿ Automatic call distribution
- ⦿ Call analytics and tracking
- ⦿ Custom Interactive Voice Response
Phonexa is another excellent solution you could employ to improve your sales process. Since it is packed with useful features, many may find it challenging to grasp and use. However, it doesn’t take long to get used to this call tracking application, and you’ll find customer support easy to contact and very helpful.
As mentioned before, there are numerous features that you can use to improve your processes. You can get unique toll-free and vanity numbers, which you can track and use for generating real-time reports.
Probably the most useful option is the Interactive Voice Response. Phonexa allows you to create custom recordings with the help of its professional actors. This IVR also comes with voice recognition - so you can even set up automation and have IVR handle simple calls for you.
In terms of call tracking analytics, it offers more than enough data and even puts some of it to work. Real-time reporting will deliver detailed reports about the success of your campaigns to your inbox. Predictive modelling can help you see probable outcomes of the adjustments made to your campaigns.
Phonexa, unfortunately, doesn’t offer as many integrations as its counterparts listed here. You can connect it with the most popular solutions, such as Salesforce, Google Ads, HubSpot, and a few others. However, you shouldn’t expect an extensive list of possible integrations with this tool.
Phonexa is right in the middle when it comes to the cost of call tracking software. The price starts at $100 per month for its Lite Suite. You can also sign up for Premium Suite, which costs $500 per month and has a $1000 setup fee. While both options have the same features, the availability and cost per ping can vary by tier. You also get more extensive storage with the premium suite, unlimited DNPL Capacity, more group campaigns etc. There is also an Enterprise plan, which is custom-tailored for each customer and comes with even more sophisticated reporting and analytics tools.
Overall, Phonexa is an excellent solution for a reasonable amount of money. Smaller teams will find its Interactive Voice Response worth every penny, and it has many other valuable features to help you improve your sales process. Still, it is probably not the best call tracking solution for first-time users because it comes with many features that your team could need training with.
Invoca ReviewVISIT WEBSITE
- ⦿ Real-time reporting
- ⦿ AI - speech analysis
- ⦿ Call assessment and call routing
- ⦿ Thousand available integrations
- ⦿ Team coaching available
Invoca is the most tech-savvy solution on our list. It will be almost effortless to get started with Invoca - it has a detailed guide available on the site, and the customer support team is just a call away.
Invoca is proud of its AI technology and promises to “pick up where old-school tracking” left off. As soon as there’s an incoming call, this tracking software’s AI technology-driven speech analysis picks up and gathers the relevant data. The signal discovery feature allows you insight into each of your calls with customers. Invoca’s Active Conversation Intelligence platform also offers automated quality assurance that removes hours of manual work for grading call quality. Interestingly, it also provides agent coaching. The last one offers excellent insight into how your agents are performing individually.
Unfortunately, Invoca doesn’t promise any analytics tools, but it offers more than enough integrations to make it worth your time. With more than a thousand opportunities for integration, this call track software is undoubtedly the one to complement your existing processes rather than disrupt everything. You can integrate this tool with Facebook, Google or Adobe Analytics, HubSpot, and Salesforce, among many others.
Invoca is also a bit shy to present its prices on the website, but we’ve reached out and asked. Invoca’s pricing starts at $1000 per month, so it is undoubtedly one of the most expensive solutions on our list.
However, if you need a solution that can track your calls and forward them to a tool you are already comfortable using, Invoca is the best call tracker for you. It will effortlessly fit into any processes you might already have set in place. If you are just getting started with call tracking and are cautious of your budget, maybe some other option on this list would be a better fit.
Ringba ReviewVISIT WEBSITE
- ⦿ No contracts or commitments
- ⦿ Intelligent call flow optimization
- ⦿ Compliance monitoring
- ⦿ Live customer support
- ⦿ Campaign tracking analytics
Just like CallRail, Ringba call tracking software is another all-in-one yet very simplistic solution for your call center team. Setting it up is very easy, as all it requires is a couple of straightforward steps. The website has a pervasive FAQ section, where you can find guides for nearly everything, and, naturally, its customer support is a phone call away.
Unlike some other options on this list, Ringba’s features are very streamlined. You can create and manage phone numbers, use the calls to get the detailed data, and analyze it further with Ringba’s help. It also has call routing and calls recording features. These will help you improve the support process and gauge the effectiveness of your teams. The reporting tool is very detailed - this sales call tracking software can provide you with actionable insights for optimizing your campaigns.
Not only are the reports this tool can generate very detailed, but you can further filter, classify, and export the data you’ve gathered from tracking the calls.
Ringba also allows several integrations with some of the most popular technological stacks. You can connect your Ringba with Zapier and Integromat for plenty of additional integrations. You can also connect it directly with Facebook, Google Ads, and Google Tag manager, among some of the most popular solutions.
The best news about Ringba? The call tracking software pricing is set on a per-use basis. No monthly contracts, payments, or signatures are required. With this basic plan, local numbers cost $3 per month, and toll-free ones $4. Local tracking is $0.065 per minute, and call recording costs $0.01 per minute.
The premium plan is charged every month, and it costs $99. With this plan, the additional expenses are significantly cheaper. Lastly, you can also reach out to the Ringba team and create a custom plan if you aren’t satisfied with any of the available options.
KeyMetric Call Tracking ReviewVISIT WEBSITE
KeyMetric Call Tracking Review
- ⦿ International call tracking
- ⦿ Keyword-level tracking
- ⦿ Engagement analytics
- ⦿ Click-to-call tracking for websites
- ⦿ Text and email updates
KeyMetric’s call tracking software is another excellent solution for you to consider. It is reliable, feature-rich, and relatively inexpensive. Getting started with this tracking tool is effortless, and the customer support team is available 24/7 to help you out with any emergencies you might have.
KeyMetric has an impressive selection of features to make your call tracking as detailed and useful as possible. With each plan, you can rely on unlimited monitoring of all campaigns, channels, and keywords, as well as calls, website engagement, and texts.
Handling the calls for the help desk is this call tracking software’s expertise - it allows call recording, greetings, geo-mapping, caller identification and caller profiles. You can effortlessly add and delete numbers and o set up multi-location and after-hours call routing.
When it comes to analytics, KeyMetric employs AI to help you with call intelligence and forecasts. You can rely on its standard or custom reports, set daily and weekly goals, and receive notifications and updates via email or text messages.
KeyMetric seamlessly integrates with Google’s Analytics and Ads, Salesforce, Kenshoo, and many more. You can also use its API, GetCalls, which can push the data from KeyMetric to numerous third-party platforms with almost no coding required.
Pricing is more diverse with KeyMetric than with other call tracking services on our list. You can select between local, starting at $19 per month, and toll-free call tracking plans at $29 per month. The starting plan, Lite, includes five numbers and 250 minutes, while its premium plans include 20 numbers and 1000 minutes.
KeyMetric also allows for custom plans, as well as international ones. Considering its price and features, it might be the best solution on this list when it comes to local call centres.
There are many call trackers available, but which will be best for your business depends on what you need help with. CallRail is perfect for first-time users, as it is reasonably inexpensive and straightforward to use. KeyMetric is an excellent local call center solution, with its multiple pricing tiers, and Phonexa’s Interactive Voice Response can effortlessly replace an employee or two.
It also depends on how much you are willing to invest, and free call tracking software is a myth Ringba has the most features while being very affordable, and Invoca has over a thousand possible integrations available. Some options are clearly more affordable, but you generally get what you pay for, and the more expensive solutions come packaged with lots of extra features.
Like ad tracking and other performance metrics you might be using to measure the effectiveness of your marketing strategies, call tracking can provide you with the data you need to improve your campaigns. It answers the “How did you learn about our company” question, without your customer service agents having to ask it. You can learn all about your customers, handle their issues more effectively, and use the insight to improve the campaigns and reach an even wider audience.
It’s software that allows you to track the effectiveness of your online and offline marketing campaigns by monitoring phone calls from your customers. It provides for excellent analytics, tangible metrics, and much-needed insight into which of your campaigns are effective and which have room for improvement.