CallRail Reviews 487

I was emailing Devon today and the service went above and beyond, even giving me full step by step instructions on how to fix an issue that was not even part of the help ticket he was originally working on for me. Stellar customer service!

I had initial issues with Callrail. I used their software but faced some problems. Eventually Callrail were able to refund my money displaying good customer relationship management.

The platform was great, until...

They decided that they were going to ban call forwarding to mobile phones in the UK as it was "too expensive" for them. Because almost all my clients use mobile phones, yep you guessed it, they stopped getting calls. CallRail never informed me of this at any point until I contacted support with the issue.

I lost many clients because of this, thousands of £ worth of damage done to my business, not to mention my reputation.

Any decent company would have just passed on the extra expense by increasing the price, or adding an additional package for mobile phones at a premium, but no, they just banned them altogether.

I have no words, if you value your business, DO NOT use this company in the UK at least, but I wouldn't trust them anywhere after this.

AVOID!!

We have had several issues and the support you get is terrible. We open up ticket/cases and they close them without fixing the issue. Terrible customer service.

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

CallRail is very helpful when it comes to troubleshooting... they keep working until your problem is resolved. The reporting section is very user friendly and helpful to our customers... they love that they can see their calls, listen to them and receive texts!

I've been a CallRail customer for years! Their customer service and support are consistently awesome. I've had my clients using CallRail tracking numbers for 10+ years and have never had an issue. But when I need some extra TLC, they are always there to guide me. THANK YOU CALLRAIL TEAM! (Caps for emphasis).

I was genuinely shocked at how great the customer service was with CallRail.

Easy to set up tracking numbers. Great tracking dashboard that can easily be shared with team members and customers. We mainly use the numbers to track direct-mail ad campaigns across multiple markets.

They make it Easy! I keep track of my calls, form submissions, and team with CallRail! It is easy to use and makes a difference in data attribution.

I have had great customer service with your team. I had few issues and I called and they helped me out.

CallRail provides a great service that is easy to use and has many options for setting up services.

Always works well, and when it doesn't their support lines have always been supremely timely and helpful.

I cannot say enough wonderful things about CallRail's support team! This platform is very user-friendly and support is always at the ready to solve your issue promptly and correctly!

Poor Poor service!
The original Salesman was Great, H., he tried very hard to work with us.
We started having some problems on our end, we worked through those and was able to receive most of our calls through their system.
Last week we ran into a problem and I let them know about it immediately, no response. We are receiving calls that are being recorded where our customers cannot hear us through their app on our cell phones. I sent 4 examples to the upper-level support, and our account manager, immediately after the issues including screenshots and recordings. NO ANSWER on a Friday morning from either one. This problem continued into the weekend. We would receive a call they could not hear us, we had to call them back on the SAME cell phone in order to take care of the customer.
POOR POOR SERVICE. Find someone else before you lose money.

If I could give this a negative number I would very easily.

Integrations disconnect on a regular basis impacting all of your metrics and revenue.

Phone numbers are reused so you receive calls from the prior business which again impact your analytics and revenue.

Call and SMS logging rarely works so outreach cadence and tracking do not align which impacts analytics and revenue.

Workflows that handle call flows for lead distribution do not work which drastically impacts revenue and UX.

You will be passed around from support person to support person which is either from employee attrition or skill level but from a client experience, it is awful.

This platform has cost of using this platform is costing us 3X what we are paying them monthly and at this rate they should be paying us to pilot their "platform"

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.

It was a great seamless company; till 2021, 2022, they doubled their prices and halved their services, no longer a dependable company. Poorest customer service, almost scammy in adding features, double charging and closing accounts randomly.