#1 most frequent
United States of America
94.5%444 installations of 470
What is Marchex?
Marchex harnesses AI and conversational intelligence to provide actionable insights aligned with prescriptive vertical market data analytics. Marchex enables executive, sales, and marketing teams to optimize customer journey experiences across communications channels. Through a prescriptive analytics solutions, it enables the alignment of enterprise strategy while supporting informed decision-making and strategic execution. Marchex provides conversational intelligence solutions for companies in B2B2C vertical markets.
Categories & Use Cases
Videos
Who Buys & Uses Marchex
#2 most frequent
Canada
2.8%13 installations of 470
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
1.1%5 installations of 470
The most accessible and straightforward platform for intelligent conversation
Pros
- find and convert customers better
- Get data and perform better with conversations
- have conversational analysis to be consistent in delivery
Cons
- Lack of a feature with graphics
- Bad tool layout
- Difficulty communicating in other languages
Most Important Features
- Message automation
- call analysis
- Conversational intelligence
Return on Investment
- responsiveness
- reduction of active employees
- better distribution of internal information
Alternatives Considered
Groupcall Analytics, [24]7 Conversations and C-Insight
Other Software Used
HubSpot CRM, RingDNA, Invoca
Marchex Offers A Simple Yet Powerful Call Tracking Solution
Pros
- Ability to track lead sources.
- Ability to qualify leads.
- Ability to quickly roll out new numbers/campaigns.
Cons
- The interface is dated.
- The interface is not intuitive, and takes time to get accustomed to.
Return on Investment
- The ability to report the impact of marketing efforts is a critical deliverable for our agency.
- The ability to listen to recorded calls, which inform our marketing recommendations, is huge.
Alternatives Considered
CallRail, Callcap and ActiveDEMAND
Other Software Used
Klipfolio, Ahrefs Site Explorer, Google Analytics
Marchex Call Tracking Platform
Pros
- Ease of set up
- Always available by phone
- Ease of reporting
Cons
- Although customer support is only a phone call away, trouble shooting was not their strongest area. There was usually only one person who could help with technical support and getting past the gate keepers to talk to that person was not easy.
- Salesmen were difficult to get in touch with. You think it would be easy to negotiate a contract to add more services but this proved to be a difficult task as well.
- Online reporting could use improvement. If you wanted to sift through data you had to download a spreadsheet to manipulate the data. Very little beyond simple reporting could be accomplished on their platform.
Return on Investment
- As an agency there was no ROI for us. As for our clients, we were able to double and triple ROI for client's overall business objectives
- The ability to track phone call leads back to a specific ad group or keyword in Google Ads or Microsoft Ads helped us quickly find wasted ad spend and star keywords that consistently generated conversions.
- The only issue we had with conversion tracking is Marchex's difficulty in pulling conversion data into Google Analytics
Other Software Used
Google Ads (formerly AdWords), Google Analytics, Bing Ads
Enterprise Level Call-Tracking with Extra Fluff
Pros
- Marchex does exactly what you need it to do. It allows businesses to quickly and effectively create online and offline call-tracking numbers to measure marketing performance.
- Marchex offers a variety of additional options, features, and capabilities outside of their core business model, which is call tracking. These business offerings appeal to smaller businesses, since they are primarily an enterprise-level call-tracking platform.
- Marchex allows you to listen and mark phone calls based on whether or not they lead to a conversion, if you business has the time to manage this process, it is an effective way to determine which source/mediums are providing the highest inside-conversion rate.
Cons
- They're more focused on high-end business and providing robust enterprise-level capabilities.
- Overall, having intro-pricing for local businesses with a transparent business model would be good.
- Hard to upsell clients on using Marchex when pricing isn't available on the website.
Return on Investment
- Overall, like all call tracking, Marchex allows for determining what, if any, leads are coming through from channels. It hasn't lead to increasing ROI, just tracking it.
- The cost for Marchex is generally more expensive than other call-tracking software in the space. That being said, some of their features maybe a good addition for these businesses. However, the cost isn't as competitive.
- I do not have any complaints with the performance of Marchex, only with their on-rails experience, which tries to drive more people into more features than are necessary.
Alternatives Considered
CallRail and Twilio Flex
Call Tapping or Call Tracking. Marchex Delivers Both.
Pros
- Ease-of-use
- Clear voice recording
- Automatic labeling of dropped calls, voicemails etc.
- Reliable service
Cons
- Navigation is not intuitive
- Outdated appearance
Return on Investment
- Quick and easy distribution of phone numbers with city specific area codes
- Easy to set up after business hours and alternative forwarding numbers
- It has been very helpful in showing clients how their staff answers the phone and where there is opportunity for more training
Alternatives Considered
AdWords, SpyFu, Moz and Google Analytics
