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Callcap is a nationwide call tracking and monitoring solution for companies looking to improve ROI, marketing effectiveness and staff performance. Our suite of products help our clients decrease their costs, train their employees, communicate effectively with existing clientele and measure new marketing ventures immediately with the use of call tracking phone numbers, recorded call evaluation services and other useful tools. Get a free 30-day trial today!
Provider
Marchex
Located In
United States
Foundation
2003
Open API
Yes
Deployment
Cloud, SaaS, Web-Based
Training
Webinars, In Person, Documentation, Live Online
Support
Email/Help Desk, Chat, Phone Support, 24/7 (Live rep), Knowledge Base
We're experts at helping data-driven businesses provide exceptional customer experiences. We serve customers in every industry.
Content Source: Callcap
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Callcap Reviews
Pros
The ease of use is nice and the support team when issues due arise, is responsive and quick to help me get a solution.
The ability to text our customers from our main office number is great and we don't have to use our personal cell phones.
The level of customer service has definitely risen over the years and I'm always glad to do business with companies that have great customer service.
Ease of use is amazing - no hangups when going from a PC to a mobile device to view calls or data. Real time reporting and notifications are great.
Cons
Once we have cancelled a phone number for a client, we are unable to go back in and listen to the calls years down the road.
Using the mobile app, it takes at least two attempts to start a new conversation. Also, once I've addressed a notification, I have to kill the app and reopen it for the notifications badge to go away.
I tend to ignore them now because so many are evaluated wrong.
I wasted more time having you guys correct them. Personally if it cost me less to not have the calls rated, I would prefer that.
"Call May Be Monitored (by us)"
Overall: I would be remiss if I didn't mention just how important Callcap has become to our analytical findings. Because Callcap has been so easy to use, we have expanded our analytics department and have increased the amount of information that we are able to provide to our clients, resulting in better business strategies for them. I would also be remiss if I didn't give a shout out to our most excellent rep and technical support people, without whom, we would probably be stuck. So, thank you to [SENSITIVE CONTENT HIDDEN], our rep and [SENSITIVE CONTENT HIDDEN], technical support.
Pros: dDaniel Advertising is a full-service marketing agency. One of the unique features that we offer clients is ANALYTICS. As part of the analytic package, we listen to and review each phone call that comes in on the dedicated tracking line, and provide a summary of all calls to the client. This is a great tool for them, and for us. Callcap (unlike some other call tracking companies whom I will not name) has the greatest ease of use. The product seemed to have been designed with this function in mind. Unlike some other call tracking companies, Callcap allows users to listen and type a summary of the call in the notes section, which will then pull to an Excel spreadsheet. Additionally, users can access call records for up to 2 years, just in case they need to.
Cons: If I had to change anything about Callcap, it would be the way that the Excel spreadsheet looks when it is pulled, which is very hideous. It takes effort on our end to beautify the report so that it is (a) easy to read, (b) not ugly, and (c) fits easily on a page or two. Even though it isn't a huge amount of effort to beautify the reports, having the reports pull as client-ready straight from the software would be immensely gratifying and would save us time.
Vendor Response
"Great tool to monitor employee phone conduct and effectiveness"
Overall: I have had a great experience overall as I look at it as a training tool for my employees.
Pros: I enjoy being able to listen to calls that my employees are having so i can monitor how they interact with prospects. This allows me to train them further on areas they need improvement on in order to turn the prospect into a client. Plus I can play them back when they tell me they said something that they really didn't or didn't carry through with things they way they should have. I also like using it as a caller ID in case I need to call back if the call was missed. Another advantage, since we correspond after the fact with info we gather, is that if we aren't sure we heard an email or name correctly, then we can go back and listen to get the right info.
Cons: The evaluations. I tend to ignore them now because so many are evaluated wrong. I wasted more time having you guys correct them. Personally if it cost me less to not have the calls rated, I would prefer that. But I think I'm required to have some rated.
Vendor Response
"it was a great decision"
Pros: easy accessibility to the calls. Great for training and coaching.
Cons: I would say nothing. It was a great decision
"Works for us!"
Overall: We have never had an issue with this system. The staff is friendly and knowledgeable. We get our messages in a quick and efficient manor.
Pros: Callcap works great for our business. We run infomercials after business hours and they are there to answer the phone with a friendly voice and take a message for our staff to call the person back during business hours.
Cons: We have no issues to report with using this system.
Vendor Response
"Best Overall: Fast and Reliable"
Overall: I have evaluated many different call tracking software and have found that CallCap is the best overall.
Pros: The speed, support and reliability is second to none.
Cons: I would like the ability to integrate the software with other API's. Google Data Studio, HubSpot, etc.
Vendor Response
