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Marchex

Score8 out of 10

11 Reviews and Ratings

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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

Reviews

What users are saying about Marchex.
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The most accessible and straightforward platform for intelligent conversation

Incentivized
Luís Felipe Costa AraújoView profile
Designer gráfico in Marketing at www.felipelufa.com (1-10 employees employees)

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

Incentivized
Kevin BossonsView profile
Director of Technology in Marketing at Website Technology Services, Inc. (1-10 employees employees)

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

Incentivized
John Kobel
Paid Search Specialist in Information Technology at CF Search Marketing (11-50 employees employees)

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

Incentivized
Aaron MetzgerView profile
Founder in Marketing at CATAPULT.digital (1-10 employees employees)

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.

Incentivized
Amber Stanley-KruthView profile
SEO Specialist in Marketing at Flypaper Digital Marketing (51-200 employees employees)

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

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