# CallRail Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is CallRail the right Call Tracking solution for you? Explore 173 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/141829/CallRail/reviews --- CallRail 4.5 (173) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 31st, 2026 # Reviews of CallRail Ease of use 4.4 Customer Service 4.3 ## Pros and Cons in Reviews SM Sean M Director of AdmissionsHospital & Health Care, 501 - 1,000 employeesUsed the software for: More than 2 years. “CallRail was simplistic, cost effective, and had many perks that other smaller platforms did not do as well at (think phone trees/IVR customization, marketing number pools, high level reporting)“ November 13, 2025 SM Sean M Director of AdmissionsHospital & Health Care, 501 - 1,000 employeesUsed the software for: More than 2 years. “One key insight I needed was into individual rep performance, which CallRail did not provide.“ November 13, 2025 IB Irene B Digital Marketing ManagerFinancial Services, 11 - 50 employeesUsed the software for: 1-2 years. “They provide fantastic ad-referred tracking—not only in real time but also if the client calls back later.“ November 25, 2025 SM Sean M Director of AdmissionsHospital & Health Care, 501 - 1,000 employeesUsed the software for: More than 2 years. “I used CallRail for many years before my call center outgrew what they offered.“ November 13, 2025 SM Sean M Director of AdmissionsHospital & Health Care, 501 - 1,000 employeesUsed the software for: More than 2 years. “That being said, I would absolutely recommend CallRail to a smaller center that isn't looking for a call platform so big that it can be cumbersome.“ November 13, 2025 IB Irene B Digital Marketing ManagerFinancial Services, 11 - 50 employeesUsed the software for: 1-2 years. “They are a little hard to understand.“ November 25, 2025 DV David V Lead DeveloperInformation Technology and Services, 11 - 50 employeesUsed the software for: 6-12 months. “Overall it's a been a positive experience and we have continued to increase our use of CallRail over this last year and expect to increase our usage in the coming year.“ November 15, 2025 AK Andrii K CEOConsumer Goods, 2 - 10 employeesUsed the software for: Less than 6 months. “The fact that such a significant change in billing was made without my explicit consent is not only unethical but also suggests a lack of regard for customer preferences and authorization. Upon contacting CallRail to address this issue, their response was beyond disheartening.“ October 25, 2023 ## Showing most helpful reviews Showing 1-25 of 173 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ashley R. SEO Marketing and Advertising Used the software for: 2+ years ### "Highly Recommend CallRail to All Clients" December 18, 2024 5.0 very highly recommended and is a staple to our company and our clients Pros Helps tremendously to track leads and create unique phone numbers for each campaign Cons It can't capture everything, but it is not necessarily a direct fault of this system Review Source SM Sean M. Director of Admissions Hospital & Health Care Used the software for: 2+ years ### "Great Option for smaller Call Centers" November 13, 2025 5.0 I used CallRail for many years before my call center outgrew what they offered. That being said, I would absolutely recommend CallRail to a smaller center that isn't looking for a call platform so big that it can be cumbersome. CallRail was simplistic, cost effective, and had many perks that other smaller platforms did not do as well at (think phone trees/IVR customization, marketing number pools, high level reporting) Pros I loved CallRail's simplicity. While it may not have all the bells and whistles of a major platform, it's simplicity allows it to be the perfect option for an entry level business needing a solid call platform. Cons My disclaimer is that I haven't used CallRail in over a year, but when I did use them, they had limited reporting options. One key insight I needed was into individual rep performance, which CallRail did not provide. Switched from [Invoca](https://www.capterra.com/p/142981/Invoca/) Better pricing, better reporting. Allowed us to purchase marketing numbers and have good insight on the calls we were receiving. Review Source BB Billy B. CEO/President Construction Used the software for: 2+ years ### "Aggressive company" July 17, 2023 1.0 My overall experience is that their system is in need of improvements and their business practice is aggressive and not aimed at helping their customer. Pros I liked that they could automatically label calls based off what people are saying Cons The accuracy of what was said versus what the system labeled. Truly, the reason for this review is because after 4 years of loyal use of their system our company grew and needed a more comprehensive call management company. After ending our account with call rail we had a need to run a report on calls. Call rail informed me that they have all of our data but that unless we sign back up for their service we cannot have it. I never considered that years ago when hiring them. I assumed our data would always be our data. Review Source CC Christine C. Administrator Arts and Crafts Used the software for: 2+ years ### "Powerful Call and SMS Tracking with Scalable Pricing" February 24, 2026 4.0 Pros What I like most about CallRail is how it ties calls and SMS directly to marketing results. The call management tools, recordings, and quality tracking make it easy to improve performance while knowing exactly which campaigns drive real leads. Cons What I liked least about CallRail is that pricing model. For smaller teams, the cost can scale faster than expected if you’re running multiple campaigns. Review Source IB Irene B. Digital Marketing Manager Financial Services Used the software for: 1-2 years ### "Fantastic Ad-Referred Calls Tracking" November 25, 2025 5.0 Overall we use it to track our ad-referred calls—Google, Facebook and Bing ads. It’s helped us accurately track it. Pros They provide fantastic ad-referred tracking—not only in real time but also if the client calls back later. Cons Their subscription plans are ok—could be a tad more affordable. They are a little hard to understand. Alternatives considered [Invoca](https://www.capterra.com/p/142981/Invoca/) Reason for choosing CallRail Our vendor partner had working experience using it. Review Source AA Armando A. Head of Product Development Program Development Used the software for: 2+ years ### "General use" September 16, 2024 5.0 User friendly, competitive costs, rarely ever fails. Pros The interface is very user friendly and easy to learn. Cons It lacks integrations and automations compatible with other platforms, and the variety of Tracking Numbers to purchase is very limited. Alternatives considered [CTM](https://www.capterra.com/p/152004/Call-tracking-software/)[Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Reason for choosing CallRail Cost of usage, user interface and effectiveness. Review Source JZ Jason Z. Digital Marketing Manager Marketing and Advertising Used the software for: 2+ years ### "CallRail is a perfect solution for agencies" August 17, 2021 5.0 CallRail software has been a great solution for our agency but in addition the people at CallRail have offered top notch support along the way. Pros From a marketing agency perspective, CallRail is a powerful solution for lead attribution for specific channels. The phone call and form submission data is critical to showing value to clients. Cons Easier solutions for adding multiple Keywords pools if needed and the ability to use as few as 2 phone numbers in a keyword pool for small clients would be ideal. Switched from [CTM](https://www.capterra.com/p/152004/Call-tracking-software/) We originally switched because we needed a better solution and would never go back. Review Source JP Jonelle P. Director of Customer Service Consumer Services Used the software for: 6-12 months ### "Drop All other APPS and Use CallRail " December 15, 2023 5.0 This is the best app for any company that has to deal with call taking. Trust me you wouldn't regret it . Pros I love its simplicity it is super user-friendly and the features are so convenient. I am so in love with the call recording and transcript aspect of it. You can use it a a chat and even text app. It's the full melting pot for any company that has to review calls or even has a customer service department. Cons I haven't found any as yet when I do I will update you. Switched from [Dialpad](https://www.capterra.com/p/190976/Dialpad-Sell/) It's cheaper and the features and user interface are much better than Dial pad. Review Source CJ Colin J. VP Marketing Hospital & Health Care Used the software for: 2+ years ### "Functional and Easy to Implement" January 22, 2022 5.0 Pros CallRail is easy to use, pretty intuitive, and does a great job overall with segmenting call volume. Cons If you have a complicated marketing system, CallRail can get overwhelmed with the dynamic number insertion and may provide contradictory information between "Sources" and "Numbers". Alternatives considered [CTM](https://www.capterra.com/p/152004/Call-tracking-software/) Reason for choosing CallRail CallRail seemed like a better fit for our organizational needs. Review Source NN Noah N. Marketing Manager Construction Used the software for: 2+ years ### "Call Rail is easy to use." March 10, 2025 5.0 It's an overall, extremely positive experience. Very easy to use, understand, and create numbers where needed. Pros It's super easy to create, manage, and utilize hundreds of call tracking numbers at once. Cons Having to pay for things like 1-800 numbers, or entire country numbers. Review Source JP Johnna P. Senior Analyst Legal Services Used the software for: 1-2 years ### "CallRail Review" July 7, 2021 5.0 I have had a good experience with CallRail as our lead management system and would recommend to others. Pros It's very easy to look at lead data in CallRail. It pulls in the lead form contents so you can view the lead form and qualify it. Call metrics and other lead form metrics, such as call duration or first touch points, help us to qualify leads and understand multi-touch lead scenarios, and credit the sources accordingly. Cons I wish that you could pull "lead form contents" into the columns on the lead form log page, rather than clicking into each lead as it is tedious to do so. Review Source VR Verified Reviewer Sales/Operations Manager Financial Services Used the software for: Less than 6 months ### "Great Product, Easy to use! " September 12, 2022 4.0 CallRail has helped us gain valuable insight into our prospects that they did not tell us. We like knowing what web pages the prospect has gone to before/during the call. The ease of getting this information is very helpful. Pros The simplicity of this software is what makes it great. It is very easy to use with a clean look. Cons There isn't anything I don't like, however, there are some things I would like to know. Location/i.p. data is very helpful. Also pulling some data from the phone number registries would be helpful. Alternatives considered [WhatConverts](https://www.capterra.com/p/152001/WhatConverts/) Reason for choosing CallRail Ease of use, pricing. Review Source VR Verified Reviewer Lead Organic Marketing Marketing and Advertising Used the software for: 2+ years ### "Amazing tool to check the quality of calls by checking recording and monitor the calls" August 4, 2022 5.0 Most helpful for Digital team to track calls and check the quality of calls to determine the scope the lead. Fantastic to track the performance of the campaigns. Pros Setting up the tracking number is very easy and hide from clients. Apart from this, powerful tool to track the calls and generated reports are very insightful what deliver to client during call. Cons Sometime transcribing of calls is off means not matched with Audio, also support team is not very supportive Review Source VR Verified Reviewer Director of Marketing Marketing and Advertising Used the software for: 2+ years ### "A must for proper attribution" May 5, 2020 5.0 CallRail has been a lifesaver for proper attribution of phone calls, leads, and sales. We have used it on our own website and for many of our clients. This has allowed us to move from "I feel like the phones are ringing more" to "You received X number of leads and X number of sales from this channel this month." With this information, we've been able to improve our targeting and improve ROI. Pros With CallRail, it is incredibly easy to set up dynamic tracking numbers that will help you see exactly where your phone calls are coming from. This is essential for anyone who cares about attribution. The reporting capabilities are nice - easily integrates with Google Analytics, Google Ads, and Google Data Studio. Cons I wish they would remove the minimum size of a number pool. We have some websites with very small traffic that don't need 4 phone numbers. Review Source VR Verified Reviewer Web Content Manager Furniture Used the software for: Less than 6 months ### "Lightweight call recording and tracking for marketing/QA" February 7, 2019 5.0 We're pretty new to CallRail, so time will tell how useful it is and if we decide to keep it. The level of support we get may be an important factor. Pros CallRail was fairly to setup on our website. It was a simple code installation, punch in some parameters and we were off to the races recording phone calls. We don't record our normal phone calls, so this tool serves as a bit of QA for us as well as a way to track call volume and results from various mediums, like advertising channels (PPC, print, TV, website, etc...). When CallRail can identify the source, it will create a referral method, and you can go in and tag calls as well as assign dollar value to it for results (like a sale). Cons I gave up on getting hands-on assistance setting things up and just decided to stumble through it myself. While it turned out to be fairly easy, I wouldn't say it was necessarily readily intuitive. I couldn't even get someone to talk to me about sales, when I called it was just more of "We have a free trial, go use it for yourself and see what it does." I had to contact support to setup multi-site phone numbers after purchasing a plan, but the platform didn't tell me that, I had to go find a support article myself and then contact support and wait for them to activate it, though that didn't take long. I think their customer support could use some help, as right now I'm kind of deterred from going in depth with the platform because I have a feeling I will have to contact support often. Also, the pricing structure is a little unclear to me, and without someone to explain it to me it doesn't make a lot of sense. There's some pretty big leaps between the tiers, and I just don't know that I feel it's an awesome value. Review Source CJ Camilo J. Owner Marketing and Advertising Used the software for: 6-12 months ### "Worst company ever! What a disaster" November 22, 2021 1.0 It has been a complete and total nightmare and it is impossible to someone who can provide solutions. Pros None whatsotever!, everything was near impossible using there service. Cons From the moment you call this company's sales department you will catch the feeling that something is not right. Wait till you speak to customer service. It is basically a DIY service, once you pay you are on your own. if you really care about your company you will not work with this company. Reason for choosing CallRail I did not, they bought the company then did not port my numbers. I lost all my existing numbers. Switched from [PhoneWagon](https://www.capterra.com/p/157630/PhoneWagon/) I was forced, they acquired PhoneWagon Review Source VR Verified Reviewer Owner Marketing and Advertising Used the software for: 2+ years ### "Callrail - Call tracking and more" October 29, 2018 5.0 Callrail is a great solution for generating tracking number to be use both in a online setting or offline marketing. They are very reasonable with their pricing structure. It is simple and fast to set-up. Pros Easy to set-up and create tracking numbers. The dashboard has some great features to see your call stats. The mobile app keeps you informed on the go. The price is reasonable. Cons Can not export visually appealing reports with graphs etc. Only export raw data in a spreadsheet. Review Source Daniel B. Business Analyst Used the software for: 2+ years ### "Great customer service" May 15, 2018 5.0 Pros The customer service with this company is really amazing. They are great at taking feedback and like to try to incorporate this into their product roadmap. Cons There aren't really any that come to mind for this product. The only one may be that the cost can become quite high if you use a lot of phone numbers. Review Source iC imelda C. Owner Transportation/Trucking/Railroad Used the software for: 6-12 months ### "Call Tracking and Analytics for phone calls received from valuable leads" January 18, 2020 4.0 It solves Google Analytics, marketing solution and hit targets within the timeline Pros With Callrail, we can easily keep track which campaign, marketing, promotion, or keywords that works well with your clients because it gives analytics on how many phone calls or conversion made giving you an insight on which has a greater positive impact to your business . Callrail gives you report and overview on which marketing channel produces more money to your business. I can easily search or filter either through a phone lead's phone number, an agent's phone number which tracks the calls and texts i receive from a phone lead. We can easily focus on which marketing works well thus less effort, more effectiveness , better results. Cons The call feature is not that reliable to produce a good connection if you are having a long conversation with clients. You may need a separate softphone for a stable call connection. You can not really receive a call her real time. Most would be a voice mail but its clear. Review Source JB Jeff B. Marketing Manager Marketing and Advertising Used the software for: 6-12 months ### "If you don't already have Callrail, you need to get it!! " August 17, 2021 5.0 My experience is just the best. I don't think there is a product in the market that does everything that CallRail can do. Pros Everything! Call tracking is so simple with Callrail. We love the call rating system. When I report on calls to a client, I only report on calls that are qualified leads, and this system makes rating calls easy. It also makes it easy to see where calls come from and create new numbers. Cons It would be nice if I could remove numbers from my website pool. I can always add numbers, but in order to remove them, I have to contact Callraill support. Review Source VR Verified Reviewer Paid Strategist Marketing and Advertising Used the software for: 6-12 months ### "Would recommend to anyone who takes leads through calls" June 6, 2021 5.0 I have not tried any competitors, so so far I highly recommend this software for anyone who gets leads through phone calls! Pros The ability to grade calls and create tracked numbers is amazing. As the marketing agency for a law firm, I do not have direct access to the leads, so this makes it really easy to keep things confidential while also understanding where high-quality leads come from. Cons My only con is that my client, though they purchased the software, does not understand how to use it let alone to its full potential. There are a lot of options, so I sort of wished it was more user-friendly for beginners. Review Source JF Joseph F. Marketing Account Manager Marketing and Advertising Used the software for: 1-2 years ### "A great tool for small businesses and agency use" August 30, 2021 5.0 We track calls and rate people who answer calls based on how well they do at converting leads. We are a marketing company so we are always checking call rail data to see what marketing methods are working well. Pros How easy it is to track key metrics at a glance. Cons That there is not an easy option for outbound calls. Review Source LC Lloyd C. CEO Marketing and Advertising Used the software for: 2+ years ### "Zero Customer Support" November 28, 2017 1.0 I was on the pro plan and spent a very large amount of money a month use the service you would think the customer support would be better but it’s not the staff when you finally do get someone are rude condescending and sarcastic on the phone. I took my 30 phone numbers in my business and clients to a different company I would not recommend using this company if you feel you ever will need any support they don’t care about you or your company. Pros It’s cheap. That’s about it. Get what you pay for. They track your phone calls they track your numbers the plug-ins are easy they change their navigation so I that’s not easy anymore Cons Good luck getting any support. They literally don’t answer the phone, return calls and take days to reply to emails. Review Source SB Santosh B. Database Administrator Law Practice Used the software for: 2+ years ### "Call Rail - Review" September 4, 2019 5.0 \- it was an overall excellent experience working with this product Pros \- it can be customized for any business use case - it can be easily accessible - all the call recordings can be sent via email to everyone - handling the calls coming through multiple numbers Cons \- the support can be more responsive - the pricing can be reduced - the features can be more expanded Reason for choosing CallRail \- the features available in this product made to use this product Review Source KP Kathleen P. COO Real Estate Used the software for: 6-12 months ### "Great for call routing but lacks greater functionality " October 23, 2022 4.0 Neutral Pros Intuitive call routing and recording capabilities Cons Lack of sms and mms capability on phone lines is impractical Reason for choosing CallRail Knowledge of product from previous use Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.