Marchex Reviews & Product Details

Marchex harnesses the power of AI and conversation intelligence to provide actionable insights derived from prescriptive vertical-market data analytics. The Company enables organizations across business functions to optimize customer acquisitions and experiences, transforming conversations into valuable business outcomes. Marchex provides AI-powered conversation intelligence solutions for market-leading companies in leading B2B2C vertical markets, including many of the world’s most innovative and successful brands.

Seller

Marchex

Discussions

Marchex Community

Languages Supported

English

Solution Type

All-in-One

Overview by

Jana Baker

Value at a Glance

Averages based on real user reviews.

Time to Implement

1 month

Return on Investment

7 months

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Top-Rated Alternatives

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User Insights

Average based on 184 real user reviews.

Implementation Time

1 month

Perceived Cost

$$$$$

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Marchex Media

Marchex Demo - Accurately Attribute Calls, Form Fills, and Texts

Know which marketing efformakes campaign creation and management quick and easy Easily integrate with Google Analytics, Adobe Analytics, or your CRM to track sales and map the customer journey.

Marchex Demo - Increase Your Return on Ad Spend

Understand call outcomes using Conversation Intelligence.

Marchex Demo - Get Credit For Marketing-Driven Sales

Prove the value of your marketing efforts.

Empower Sales to receive real-time alerts when a caller showing high purchase intent doesn’t buy. *Available as an add-on product.

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RM

Rebecca M.

Operating Partner

Small-Business (50 or fewer emp.)

3/23/2022

"Over Complicated, Unreliable, and Lack of Knowledgeable Support Staff"

0/5

What do you like best about Marchex?

How you can set hand pick mulitple numbers on a website to swap with a webpool. Review collected by and hosted on G2.com.

What do you dislike about Marchex?

Pretty much everything. The call grading is terrible, the system is unreliable and experiences outtages regularly. We lost clients BECAUSE of Marchex. Sending duplicate events into Analytics and bulk uploading hundereds of events after an outtage. The support team doesn't know how to fix anything. Our onboarding was doen COMPLETELY wrong and it took a YEAR to correct and rebuild. The system still does not work as promised and we are leaving. The keyword attribution never worked and the reporting is basic. The system is not user friendly. I like the customization that you can get with web pool set ups, but this program is for experts, not intermediate or beginer call trackng users. Review collected by and hosted on G2.com.

What problems is Marchex solving and how is that benefiting you?

We had to solve their problems for them. They didn't even realize how their data was duplicating and dumping into Analytics WE had to tell them, identify it and figure it out for them. WE also had to figure out the problems with how THEY set up our account from the begining. The only problems we're "solving" are the ones created by this terrible program. Review collected by and hosted on G2.com.

Response from Jana Baker of Marchex

edit

Rebecca,

I am sorry to hear about your experience. We strive to provide every customer with a seamless onboarding experience and we take customer feedback seriously when we fall short. I have reached out to your sales and support team, and they are attempting to contact you. If you prefer, you can contact me directly at connect@marchex.com, so we can make this right.

Sincerely,

Jana Baker

Marketing Director, Marchex

AM

Verified User in Marketing and Advertising

Small-Business (50 or fewer emp.)

10/29/2016

"Expensive..."

0/5

What do you like best about Marchex?

I would say their billing practices of net 30 terms. Review collected by and hosted on G2.com.

What do you dislike about Marchex?

The pricing is outrageous compared to other companies, there are little to no reports, and features are extremely limited. Review collected by and hosted on G2.com.

Recommendations to others considering Marchex:

Give my experience with other call tracking companies, consider shopping around. It all depends what features would benefit your business but at the end of the day, we found Marchex to be expensive and limited. Review collected by and hosted on G2.com.

What problems is Marchex solving and how is that benefiting you?

As a marketing agency, we track results of marketing campaigns and call tracking has proven to be invaluable to our clients and proves our success. Review collected by and hosted on G2.com.

AM

Verified User in Marketing and Advertising

Mid-Market (51-1000 emp.)

11/17/2015

"Marchex call tracking and analytics"

1/5

What do you like best about Marchex?

Marchex has been great for 100% campaign attribution for incoming calls. The dashboards are visually appealing and provide all the top level information I am looking for. I do consider myself decently savvy with technology so set-up was a breeze. Provisioning new numbers is extremely easy and I like that I am able to designate what area code I want to use. Review collected by and hosted on G2.com.

What do you dislike about Marchex?

UPDATE: It's been a month since we've started Marchex and their customer service is terrible. I have requested assistance several times in the past three weeks and have not received a response. I am not only reaching out to the rep who sold me but his supervisor and the main customer support line. Nothing. Do not recommend.

I wish Marchex gave me the ability to email missed calls and various other notifications to multiple people. While Marchex offers some customization for reporting, much of this requires coding and javascript knowledge in order to implement. I'm also disappointed that I am unable to use more complex routing rules. I'd like to be able to direct Spanish speaking callers to a certain extension but have the call rerouted through the main extension if the Spanish speaking reps are on other calls or are unavailable.

Client on-boarding wasn't as smooth as it was made out to be. I had to reach out to remind Marchex to have someone call and on-board me. Even then, I was simply sent an email with instructions to sign up for a webinar.I wish I knew more of what to expect after signing up. Review collected by and hosted on G2.com.

Recommendations to others considering Marchex:

I suggest bringing your IT professional to any meetings/demos with Marchex so they can make sure to ask any technical and integration questions. Customer support is terrible and non-existent after you sign up. Anticipate setting everything up yourself. Review collected by and hosted on G2.com.

What problems is Marchex solving and how is that benefiting you?

We are trying to solve the issue of not being able to attribute phone leads to the proper campaign that generated them. I've also found the geographical reports and time of day reports to be incredibly insightful for our digital marketing operations. With this information, we are able to make better educated decisions on where to apply bid adjustments. Review collected by and hosted on G2.com.

AC

Verified User in Chemicals

Small-Business (50 or fewer emp.)

12/1/2015

"marchex was asleep at the wheel - way too mauch spam calls and lost customers because of"

0.5/5

What do you like best about Marchex?

Great way to track marketing channel quality Review collected by and hosted on G2.com.

What do you dislike about Marchex?

marchex ignored our complaints for over two years on the amount of spam calls going to our customers. At one point more than half the calls from over 200 customers were spam. This cost us big time Review collected by and hosted on G2.com.

Recommendations to others considering Marchex:

Find another company that uses technology to block spam calls. Marchex ignored for us ever. We finally switched to another platform Review collected by and hosted on G2.com.

What problems is Marchex solving and how is that benefiting you?

For a while we are bale to prove that clients calls were coming from our media channels. Then the SPAM came and never stopped. Review collected by and hosted on G2.com.