Marchex

Marchex

4.5 / 5 28 reviews

Who Uses This Software?

Marchex is a media and analytics technology company that provides a suite of products for businesses dependent on consumer phone calls to drive sales.


Average Ratings

28 Reviews
  • 4.5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online

Vendor Details

  • Marchex
  • www.marchex.com
  • Founded 2003
  • United States

About Marchex

Marchex understands the best customers are those who call your brand- they convert faster, buy more, and churn less. Marchex provides solutions that help you drive more calls, understand what happens on those calls, and convert more of those callers into customers. Our actionable intelligence strengthens the connection between you and your customers, bridging the physical and digital world, to help brands maximize their marketing investments to acquire the best customers.


Marchex Features

  • Call Recording
  • Call Routing
  • Caller Identification
  • Campaign Management
  • Conversion Tracking
  • CRM
  • IVR / Voice Recognition
  • Keyword Tracking

Marchex Reviews Recently Reviewed!


this software is my widely used software. I am very thankful with this one.

May 24, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: what i like the most about marchex is that it helps me recording my tracks. My calls are auto saved and the details like date, time, caller, status, place and others are there. Also i cant print out the details and open it in spreadsheets.

Cons: what i like the least about marchex is that its not that very handy for beginners. Tutorials and guide are needed in order to know how does it works.

Overall: the benefits i get from this software are organized work, i can easily backtrack my calls and I can print it out easily.

Great Analytics

Apr 10, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: This software provides very valuable analytics and call tracking that can benefit lead conversions and overall help your business. That's what it did for us and I would recommend.

Cons: It can become costly, but it is worth it if this is something your business relies on. Obtaining call analytics can be difficult, but not with this software.

It was such a good experience using this software

Mar 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like it the most because it helps us to segregate or divide the calls to the designated person that needs to transfer the calls

Cons: I don't see any reason to like this software the least because it is very helpful in our jobs. it is a great thing using this software

Overall: it helps me lot to designate the call or transfer the calls to the appropriate person. I will definitely recommend this software to the people who are planning to build their new business

Marchex is really a great help on my work

Mar 22, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: what i like the most about this software is that i am able to track back all my phone calls whenever i need to.

Cons: what i like the least about this software is when i shift from one tab for a long time, when i get back to it, it seems like i have to start from the start again.

Overall: i can recall important info

Marchex helps me compare marketing campaigns to make better decisions

Mar 13, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Comparing calls by timeline. The ability to know how soon, and how often, and how long a campaign generates calls has led decisions in our marketing.

Cons: The organization filter can give strange results, but I suspect this is a question of how we've set it up instead of how the software is set up.

We like using Marchex over other providers

Mar 05, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The software is easy to use and the customer support has been great. I also think there is a good array of toll free phone numbers.

Cons: We have had to switch out phone numbers due to bad calls coming in. Some of those calls were robo calls so the numbers must have been added to a list.

Overall: We use this on a regular basis and don't plan on switching

Fine

Mar 02, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: Leads tracked by phone #, we can get phone numbers pretty quickly. Call DNA is helpful to see where you can skip to in the conversation to see when the agent or caller is speaking.

Cons: Inability to receive reports on specific data points. Customer Support does not seem eager to actually work out problems - they try to help but are limited and when you ask for something that they do not currently have, you get the feeling that your request is not being taken seriously. They tell you they will get back to you, but then sometimes their response is, sorry but we can't help you.

Marchex provides our clients with a powerful tool to get real time insight about their customers

Mar 01, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to navigate and manipulate data. I like the way the dashboard is organized. It provides great information in real time.

Cons: Better ability to identify more specific comments in Voice of the Customer not just predetermined
categories. Some of the reporting has to be printed verses just displayed. More follow up would be helpful.

Overall: Realtime understanding of customer Satisfaction. Voice of the Customer data which can help shape marketing efforts.

Log in to Marchex Daily for Clients and very easy to navigate through

Mar 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like how easy it is to listen to calls, filter and export reports for clients. Very Happy with the services that are provided for me!

Cons: Nothing comes to mind right now - If anything the fact that I have to go back to the home screen every time to search for a new client would like to have a search or drop down carry through on each page that would be helpful.

We have used Marchex to track our phone calls and have seen good results.

Feb 28, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability to pull reports for different criteria is helpful when we are looking for specific data. The ease of finding relevant information is helpful.

Cons: The technical support can take a while when there is a problem and we loose out on valuable data while it is being looked into.

Overall: Call tracking for our call center

It tracks your phone calls simply after learning the basics and implementing the product.

Feb 27, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: After figuring it out, it is easy to use and easy to add new numbers and make sure the calls are routed correctly.

Cons: Customer support wasn't very helpful. I also wish that it had more customization opportunities for reporting.

Overall: Easy to track calls. Wish it had more optimizations.

Always received great data, service, and support!

Feb 26, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Overall tracking ability. It's hard to put a value on being able to effectively track marketing campaigns, but Marchex has really made it possible for us to see what is working and what isn't. The platform has also increased our efficiency for new development transitioning.

Cons: Wish there was a little more detail on some of the reporting and how certain #s are effected. I get a fair amount of "Other" calls by status and am unsure what causes this, but it could be purely from my lack of knowledge about how that category works. I haven't done much research in the help guides regarding. I also have a hard time figuring out how my locations get categorized so I have properties that are broken out and listed just as "other" while the rest have their location names.

I find that Marchex is a great call tracking tool

Feb 26, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The call tracking and segmentation capabilities. I like that I can categorise and group numbers for a clearer overview of all the calls.

Cons: The user interface is a little clunky. Hard to stop automatic reports once they have been set. Sometimes the call review feature doesn't work on Google Chrome.

Marchex provides call tracking for all mediums needed at a great price

Feb 26, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Pricing is a great pro, being cheaper than their competitors. UI is ok not horrible to work with. Support team is pretty knowledgeable.

Cons: Seamless integration requires more technical person to manage. I have not successfully linked to my analytics account yet.

Overall: Dynamic call tracking per medium, so great if you are advertising or driving traffic through various mediums.

Reporting to be desired

Feb 23, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: It records the calls and allows you to create marketing numbers as needed. archex serves it's purpose but to sift through various calls to understand if it is a good or bad call can be daunting when a property receives 20+ calls a day. They have a service that can point out different words for a charge but I belive this should be standard to provide top of the line service to all customers.

Cons: I think the reporting could be a little more robust and organzied. Certain reports you have to click into one subject for example "by client" run a report to see another type of report pop up that you then elect and select which properties to go to. Reports are hiding and not clearly found. If you schedule reports for certian users you can't see which reports are schedueld for which user. There should also be a way to give access to only certain accounts and not one or all.

Overall: marketing numbers and the ability to listen to them, the basics

Capterra-loader

Great service and support but needs a visual facelift on the UI.

Feb 23, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: The call tracking is seamless and the reports are robust enough for us to send to clients to justify the advertising we're providing.

Cons: User interface seems dated. I think it could be cleaned up and streamlined a bit more, sometimes you really have to go digging for what you're looking for.

I run reports in the tool, it's easy to use and user friendly

Feb 22, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I run monthly reports to estimate cost and never have had an issue, the reports are easy to read and easy to run. I did run into an issue trying to run the initial reports but was able to figure it out on my own.

Excellent Tool to Provide Customers a Proven Track Record of Their Marketing Campaigns

Feb 22, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The software is very flexible and allows us to create custom settings and parameters to meet the respective needs of our customers. The reports are accurate and are easy to read. The voice recordings are clear.

Cons: Not being able to click on a "help" button to read detailed information regarding a feature of the software that I may be having trouble understanding fully.

Overall: The ability to provide proof to our customers that their marketing dollars are being invested wisely with proven results.

Good Product for Call Tracing, easy to use

Feb 22, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: customer support for set up is very good, quick and simple
Keyword Level Tracking available
integrates easy enough with Google Adwords for keyword level tracking, but haven't been able to track search terms used

Cons: customer support for trouble shooting is a little difficult
interface is easy enough to use but calls data needs to be downloaded to generate reports
getting in touch with a sales person is not easy
not a lot of bells and whistles compared to other platforms

Overall: able to track calls generated from Google Adwords ad spend and focus on getting more calls and spending less in Google Adwords. Also able to track calls generated from Facebook. Calls are recorded and interface allows for easy listening to determine quality of the call.

Use the system to set up numbers for our advertising clients

Feb 22, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Easy to set up new numbers, rename numbers. System is easy to use and learn. Reporting feature is VERY good. The reports are visual, easy to customize, and our client like them.

Cons: Deactivating numbers is difficult. Have to follow up to make sure we aren't being charged even deactivating them.

Easy, efficient, manageable

Feb 22, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's easy to maneuver and understand, and it gets the job done quickly. The numbers I order for our clients come quickly. I've also used the customer service before and they were very helpful at answering my question.

Overall: We use this software to set up numbers for our clients daily, so it's extremely useful in our day to day activities.

Marchex has been very reliable for us, allowing us to track what we otherwise wouldn't be able to.

Feb 22, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like that I am able to create a new number for each tactic I am developing, and that I am able to both see the numbers results as well as listen for call quality.

Cons: There are times when ordering numbers that they don't show up in the purchased numbers list. This may be an issue with us ordering too many numbers though, otherwise it works as advertised.

Overall: The ability to track results much more easily than relying on the sales teams themselves. It removes human error.

Very pleasant and easy

Feb 22, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Calls are easily accessed. I could also easily review, tag and score each and every call. Call DNA is ready and it also helps to know who is calling for easy giving feedback or returning the call.

Cons: I assign call to certain people everyday and it will take several steps to go there. The percentage division also for calls is sometimes not that strict.

Overall: Being able to record all the calls and at the same time tag, score and sorting are easy. Giving our agents their assigned percentage of calls is really no sweat.

Great call tracking platform with good customer support

Feb 22, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The userface is relatively simple to use and easy to navigate. Pulling reports is pretty straight to the point. Customer support is also very helpful.

Cons: Pulling custom reports is difficult and hard to navigate through. I wish there was a way to automate certain reports such as call logs.

Overall: Pre-click and post click call tracking.

Great platform, great service

Feb 22, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Portal is great to log in, and very responsive. All clients are stored in a good format easy to view.

Cons: Integration issues with analytics. keyword attribution is limited to a post back URL that is not guaranteed every time.

Allows a better understanding of calls

Feb 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: The ability not only to see each incoming call, but create a overview weekly allowing me to see Leads, calls, unique callers etc. lets me do a comparison from week to week to see if our sales are driving more phone traffic.

Great call tracking software with great support available

Jun 07, 2017
5/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: There are a lot of hidden gems that can be implemented for very sophisticated call tracking. Things such as whisper messages, dedicated messages, call alerts, and dashboard access are really good.

Cons: Set up is somewhat complex. I wish the process for setting up a call tracking number and campaign would be simpler as it's sometimes a bit confusing.

We use this software to track and record calls that come in from digital marketing ads.

May 24, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: The data collected from the calls and the ability to know what ads they came from. The recordings help as well when sending them to clients for training.

Cons: The user interface and experience are not friendly at all. The information that is provided is great, but only if you can sort through the paths to get there.