Infinity call tracking Reviews

Pros

Compared with other call tracking tools, this one performs about the same especially since we didn't need any of the more advanced functionality.

Cons

We picked this platform specifically because it offered a Google Data Studio connector but that stopped working in September 2022. After repeatedly following up, we were told it would be fixed within a week yet eight weeks later nothing had changed. Communication from the vendor has been really poor. They don't proactively reach out even when they say they'll keep us updated. The only time I managed to get a reply was after chasing a customer sales rep on LinkedIn and even then I was ignored afterward. At this point, there's very little chance we'd use them again.

Pros

The reporting insights are really valuable and laid out in a way that's easy to understand. On top of that the support and account management we got from their team was excellent.

Cons

There honestly isn't much to point out here. Overall, it was excellent so I don't have any real complaints.

Pros

One of the biggest benefits is the level of insight it gives the business into our marketing spend and the calls those campaigns are generating. On top of that the customer service from the account team has been excellent.

Cons

I still haven't connected it with our other tools especially our SCV so it ends up being another browser tab to open. We also have to export reports into Excel and work with them there.

Pros

Getting started was easy and day to day use has been just as simple. The new customer hub feels much more modern and user friendly than the old portal even though the previous version was already pretty great. We've also recently started using the conversation analytics feature and it's been a really helpful addition because it fixes an issue we had with people not rating their calls.

Cons

One thing that's missing is the ability to bulk download recorded calls.

Pros

Using this SaaS every day has been a really positive experience. The UX/UI looks polished and visually appealing and I'm happy having my billing details and business information entered and managed in Infinity.

Cons

At times, the site does load a bit slowly. That said, I'm confident the team will continue improving things and get those issues sorted out over time.

Pros

Once everything is configured, it's simple to use. The support team has also been helpful and it gives us dependable tracking across every marketing channel.

Cons

The backend looks a little outdated and can be a bit fiddly to work with at times.

Pros

The standout benefits are call value tracking, call recordings and reporting. Those features make it really useful for keeping tabs on performance and understanding what's working.

Cons

Its UX isn't the most user friendly but the support team is genuinely friendly and helpful when you need a hand.

Pros

Having detailed call tracking alongside a user friendly interface has been a big plus. We often need to investigate suspicious callers and verify calls for credit and the system makes it simple to confirm whether a call was genuine or not. The support team has also been fantastic. They reply quickly to questions and are always willing to go the extra mile to make things easier for us.

Cons

A small frustration is that the admin portal doesn't offer much functionality for end users. We still have to reach out to the support team for tasks like setting up new users or creating dial in groups. It's only a minor inconvenience and I assume there are valid reasons for it but when their workload is heavy, replies can take a bit longer. That said, they've always stayed within the 48 hour response time they mention.

Pros

Ever since we started using this we've gotten a much clearer picture of which marketing activity is actually generating enquiries and turning into new business. The DoubleClick integration has made our PPC campaigns more efficient and our cost per lead is now better. Agents can rate calls directly in the portal which makes reporting clearer and because it connects with GA, we can also see qualified calls and appointments booked. Using one of its fixed numbers means we're able to measure both online and offline activity. The IVR is also useful because callers can choose the department they need, helping us route calls quickly to the right team.

Cons

We dont have any complaints.

Pros

Its dashboard gives our business the marketing insight we need to clearly understand the real value behind every website click.

Cons

Nothing really comes to mind. The platform's features provide all the information we need to make informed, intelligent marketing decisions.

Pros

The platform gives really strong visibility into the quality of phone enquiries and the ROI behind them. Their customer service team is quick to respond and helpful whenever needed. It also feels like a product that keeps improving, with new features and third party integrations being added on a regular basis.

Cons

Something I'd still like to see is an integration with the Facebook Ads platform.

Pros

Portal is simple to get around and it presents the data in a few different formats which makes it really useful.

Cons

It still doesn't connect with Google Data Studio which is something I'd like to see added.

Pros

Getting this platform up and running is pretty easy from a developer standpoint and once it's in place, it gives us a much clearer view of how our marketing channels are performing. That visibility helps us show more value to clients and back up our work with better data.

Cons

New users would benefit from more hands on implementation support. Relying only on a setup guide leaves too much room for errors especially when it comes to things like click to call tracking versus standard dynamic number setup.

Pros

Simple to use and very user friendly. The team is always willing to help whenever needed.

Cons

The minimum character requirement is a bit restrictive and there's no option to skip the comments section.

Pros

Using this has been going well and getting around the platform feels simple. The new hub is noticeably more user friendly than the previous version which makes everyday use much better.

Cons

So far, we really have not run into any meaningful downsides based on how we are currently using it.

Pros

Having one platform that can track calls across multiple countries and for lots of people is really valuable. It keeps everything in one place and makes managing international call activity much more convenient.

Cons

We still are not taking advantage of all the features Infinity offers although I'm looking forward to exploring the system more and getting more out of it.