Edition:

Client Reviews on CallTrackingMetrics, LLC

    • 4.1
  • 16 Reviews

Most helpful positive review

0 people found the following review helpful

By David Bosley Jul 19, 2019

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Most helpful critical review

0 people found the following review helpful

By Paul Gosselin Aug 19, 2019

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Feedback:

Nothing but great things to say about Call Tracking Metrics! Their software has extremely helped our business and the variety of clients that we work with. There is hardly ever a wait time when I call their support team, and they always make sure I am well taken care of. I'd recommend these guys if you need a tracking phone number.

Feedback:

Tried the tracking software with several clients for almost two years. Clunky software with very poor support. Do your research. There are better options at a much better value.

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Awesome service. We use Call Tracking Metrics for a number of our clients to track marketing efforts across a number of paid media channels. The service allows us to focus on driving high-quality leads and weed out underperforming keywords and ad placements.

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Thanks Meghan!

Feedback:

Mixed bag for these guys. They have great technology, when it works and is setup properly. I have about 20 clients with them now, and most of the time things work really well, but when things don't work, there is only about an 80% chance they can help you figure it out. Many times they don't listen to the questions you are asking and decide the answer before truly understanding the problem. I find this is a common theme with larger tech companies. You give them the details of your problem in writing or over the phone, and they start heading down a path full of assumptions instead of truly listening to the problem that needs to be solved. To be fair I lost my cool with them a few times. The last straw, and the reason I am writing this is because they made a mistake that resulted in an attorney missing a few dozen leads for his firm over a few weeks time because a number was down that they said was up. The founder, Todd, offered a $100 credit even though his systems error likely cost my client thousands of dollars, and said that "I should have know to double check the number was working" even though they sent me a message announcing the number was working. The implication is that whenever they tell you something is working, you cannot take their word for it and need to call and double check that every number is working, apparently on a regular basis. Of course they get paid more every time you do that because they charge you for the test calls. The irony is that they are in business and only exist because tracking numbers are so important in digital marketing we are all willing to invest in them, but they deny their own value with a paltry "$100" when they make a mistake that causes injury to a business who is investing thousands of dollars every month in marketing. I expected more when I tried to reach out to the founder virtually pleading with him to own up to his mistake and take care of the client. He was smug, dismissive, condescending no matter how many times I apologized for the times I was frustrated with their service and probably did not handle myself the best way I could. In the end I ate thousands of dollars because in my world the most important things to me and my business are my customers. I don't think Todd understands his business only exists because of his customers. He doesn't take responsibility for his actions, and apparently doesn't even care if someone apologizes to him and takes responsibility for being rude (me). He behaves more like he is Sprint or Verizon rather than a young, customer focused company. He has some great people that work for him, but there are learning opportunities for everyone involved he fails to acknowledge. Unfortunately, I cannot really afford to switch services right now because it would take me 40 hours of work and a months time to get all of my customers over to CallRail so I am just going to have to learn from this and move on for the time being. Besides, switching to CallRail or somewhere else might be just like switching wireless carriers-same story different problems. I am hopeful that in posting this he will actually stop ignoring me, step up and take responsibility. If he does, I would be happy to retract this review, otherwise, what other recourse do I have? Worst case scenario is that he will try to blast me online somehow and make this a war, but I am hoping he can meet me at the high road rather than go down that path. It's a small world, and what goes around comes around. Hopefully we can figure this out.

Feedback:

Not very helpful, robotic customer service which made me feel like I was bothering them every time I called. Also, there are so many tricks that should come as standard but are hidden away in their complicated options. I was also billed after I'd cancelled. Seems like a small company that has good software but not many customer service standards.

Feedback:

CallTrackingMetrics has made a huge impact on my business. The Software is easy to navigate; and able to accomplish everything I need to be successful. More importantly; they have been a tremendous help assisting me with technical issues and customer service. Always pleasant , always available! They have resolved every challenge I've thrown their way. As a new company in the Media arena, I could not have chosen a better company to align my self with. John S.

Feedback:

I've been hundreds of hours working with Call Tracking Metrics and other phone tracking services. CTM has a deep understanding of what businesses are looking for and seems to be one step ahead of the curve. The owners have built a responsive support team and are extremely hands on with business development.

Feedback:

Customer service is outstanding with a special call out to Trisha who has gone above and beyond helping us, she has been available via chat and phone to answer our numerous questions and always gets back to us with a resolution and fix. Thanks!

Feedback:

What a terrible experience! I don't recommend this company to anyone. I used their service for less than a month. After paying up front their monthly fee, purchasing over 15 tracking numbers the service did not work! The tracking of keywords from my adwords account didn't work for over a week and a half, after talking to their support which never did call me back after they said they would said it was a code error from their end and that it was fixed after a week and a half. So now things are fine again and we finally started to use their service 2 weeks later, then we started to notice that we stopped getting calls. We thought maybe it was just slow, after digging deeper a day later and spending over $300 on adwords that the numbers that calltrackingmetrics provided us didn't even work! More than half of the numbers when called went to a dead tone and were not being properly routed to our office. So not only at this point did we loose all of our adwords marketing $$ but we lost all these customers too because they were not able to reach us in any way since their tracking numbers were not working. Being frustrated, I had enough of going through support of the last 2 weeks trying to resolve various issues with their system and now this issue. I asked for my money back. Was transfered to someone that was super rude on the phone and blantly didnt care about any customer service. He made it sound like I was wrong everytime I explain my issue and didn't want to take accountability for their poor service and problems that they had on numerous occasions.Over all I highly do not recommend this company as it seems like a slapped together solution with very little to no support, very rude manager that didn't care, was happy to take my money for 1 month of service plus all of the upgrade which totaled well over $100 for a service that didn't work.Take your money elsewhere!!

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