CallTrackingMetrics, LLC
Client Review on CallTrackingMetrics, LLC
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.
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