HubSpot Call Tracking Review

HubSpot, founded in 2005, started as a basic inbound marketing tool and has since evolved into a leading developer of comprehensive software solutions focusing on inbound marketing, sales, and customer service.

In addition to offering website hosting, email marketing, and social media tools, HubSpot also provides an array of digital marketing resources. It includes call tracking functionalities, allowing sales teams to monitor and analyze call data directly within their CRM platform. This integration enhances the ability to track customer interactions and improve engagement strategies, making HubSpot an ideal solution for any sales team looking to leverage comprehensive marketing and sales tools in one platform.

1. Overview

Expert Score: 61 out of 79

Short Description: Originally, HubSpot was created as a broad marketing platform, with call-tracking capabilities integrated later. To fully leverage this feature, third-party integrations are required, and mastering all the configurations presents a significant learning curve. However, if you are already utilizing their services, we recommend HubSpot for call tracking.

Customer Experience and Ratings: HubSpot boasts strong customer ratings, with a 4.5 based on over 4,000 reviews on Capterra and a 4.4 from more than 10,800 reviews on G2. Users praise it as a comprehensive CRM system, particularly highlighting its email management and automation capabilities. However, some note its limited customization and lack of specific advanced features as drawbacks.

Pricing: HubSpot offers a tiered pricing model: a free tier with basic CRM and marketing tools, a Starter Plan at $15/month with tools like ad management, live chat, email marketing, and forms, a Professional Plan at $800/month for advanced features like automation and A/B testing, and an Enterprise Plan at $3,600/month for large-scale business needs that allows working with up to 10,000 clients.

2. HubSpot: Features and Integrations

HubSpot offers a broad range of features but has limited native call-tracking capabilities. However, its ability to integrate with numerous third-party software solutions enables the addition of advanced call-tracking functionalities as needed.

Email Marketing
Lead Management
Online Marketing
Reporting and Analytics

3. HubSpot: Comparison to the Call Tracking Market Leaders

A successful online campaign should cover the entire customer journey, from initial engagement to loyal brand advocacy. HubSpot is designed to manage this entire process effectively. We rate its features for all marketing types highly, such as report customization and integrations. However, we noted its lack of native call-tracking features. Below, a table lists both basic and advanced features, detailing how each call-tracking capability is handled by HubSpot compared to the two leading call-tracking companies.

features HubSpot Phonexa
OFFLINE CALL TRACKINGhubspot offline call trackingcallrail offline tracking basic optionphonexa offline call tracking determines marketing campaign effectiveness
Precise analysis of ad campaign effectiveness to enhance conversion rates, refine ad design and content marketing strategies
Score3 out of 33 out of 33 out of 3
ONLINE CALL TRACKINGhubspot online call tracking servicecallrail online call trackingphonexa online call tracking
Essential feature for call-tracking platforms to tracks and analyzes online calls\n
Score3 out of 33 out of 33 out of 3
DYNAMIC NUMBER INSERTIONcallrail dynamic number insertion call trackingphonexa dni call tracking
Changing how phone numbers are displayed on a website based on the visitor\’s source, allowing precise call distribution and marketing strategy analisys\nThis feature is not available in Hubspot. The platform offers various integrations for DNI by its partners’ services.\n
Score0 out of 33 out of 33 out of 3
KEYWORD-LEVEL ATTRIBUTIONcallrail keyword level attributionphonexa keyword attribution call tracking
Defining which phone calls are driven by which keywords used in digital marketing
Score0 out of 33 out of 33 out of 3
MULTI-TOUCH ATTRIBUTION MODELINGhubspot call tracking and analysiscallrail call tracking analisysphonexa call tracking multi-touch modeling
Complex call tracking and analysis instrument for evaluation of multiple marketing touchpoints on different channels
Score3 out of 33 out of 33 out of 3
OUT-OF-THE-BOX REPORTINGhubspot reportscallrail call tracking analyticsphonexa call tracking reporting
Ready-to-use reporting templates and analytics features
Score3 out of 33 out of 33 out of 3
EMAIL SUMMARY REPORTShubspot email reports for call trackingcallrail email reportingphonexa email call tracking reports
Scheduled automated email reports detailing campaign performance and call tracking statistics
Score3 out of 33 out of 33 out of 3
CUSTOM REPORTING ENGINEhubspot call tracking emailscallrail email reporting toolpronexa personalized call tracking reports
Creation of personalized reports based on specific call-tracking metrics
Score3 out of 33 out of 33 out of 3
MULTI-TOUCH CPL REPORTINGhubspot cost per lead functionalitycallrail cost per lead call tracking
Built-in functionality to calculate cost per lead and analyze ad spending across different platformsYou can use the CPL metric here with only one caveat: there is no separate tab for it.
Score3 out of 33 out of 33 out of 3
CALL SCOREcallrail call tracking score toolphonexa call quality evaluation
Automatic and manual evaluation of call quality and lead scoring
only with third-party integrations

extra point for Form scoring
Score0 out of 34 out of 33 out of 3
USABILITY OF RECORDShubspot call tracking records usabilitycallrail records navigationphonexa call tracking usability
Intuitive navigation of records, clear visualization of metrics, and efficient retrieval of call-tracking reportsThe functionality is sufficient, but navigation, usability and appearance need much improvement.The developers have not updated the design for a long time.Graphical representation of information is unimpressive, but it\’s normal for tech-savvy customers who use the API.
Score3 out of 54 out of 52 out of 5
CALL RECORDINGhubspot call recording functioncallrail recording calls featurephonexa call recording
Recording calls allows capturing and reviewing customer interactions for quality control, training, and sales strategies performance evaluation
Score3 out of 33 out of 33 out of 3
CALL TRANSCRIPTIONhubspot call tracking and transcriptioncall rail transcribing call trackingphonexa call tracking transcription
Conversion of calls into written data using speech-recognition software for reviewing them without listening and extracting insights
Score3 out of 33 out of 33 out of 3
CALL FORWARDINGhubspot call forwarding softwarecallrail call tracking and forwardingphonexa call forwarding
An essential call flow management feature, call forwarding automatically routs incoming calls to other phone numbers based on predefined rules
Score3 out of 33 out of 33 out of 3
EMAIL NOTIFICATIONShubspot automated emails for call trackingcallrail automated emails toolphonexa email notifications
Instant updates on call activity for timely responses and creating notifications for customers and partners
Score3 out of 33 out of 33 out of 3
STANDARD CALL FLOW BUILDERcallrail call tracking interfacephonexa call tracking customization
The call tracking software interface for creating and customizing the journey of incoming falls
Doesn\’t include call logic. You can use partners\’ integrations, for call flow builder.
Intuitive interface that needs a little visual improvementFunctional and flexible call builder. Visually, there\’s room for improvement.
Score0 out of 54 out of 54 out of 5
CUSTOM AGENT SETUPhubspot user roles instrumentscallrail user roles toolphonexa user roles software
Assignment and customization of user roles and permissions within the call tracking system
There are several levels of advanced access for each user
Score3 out of 33 out of 33 out of 3
AUTO LEAD TAGGINGhubspot call tags featurecallrail call tracking tags
Automatic assigning of tags to calls based on various factors for the easy categorization of tracked calls
Doesn\’t include tagging summary
Score3 out of 33 out of 32 out of 3
MOBILE APPhubspot call tracking appcallrail appphonexa call tracking campaigns
Provides flexibility of monitoring and managing campaigns on-the-goThere are really good instructions on how to install and customize mobile apps for Android and iOS.Simple application with no advanced features.
Score3 out of 53 out of 55 out of 5
ADVANCED CALL FLOW STEPScallrail call tracking flow stepsphonexa advanced call tracking routing
Complex routing and handling of calls based on customizable rules and criteria
Callers can be routed to a business location closest to them.

Phonexa develops customized call flow features based on the customers requests.
Score0 out of 33 out of 33 out of 3
INTEGRATIONScallrain call tracking integrationsphonexa call tracking integrations
Ability to connect call tracking systems with other tools and platforms, such as CRMs
It has become standard for companies to establish integrations with HubSpot
CallRail includes integrations with 60 brandsPhonexa lists 23 integrations. Also, the platform features many integrated marketing automation and user behavior tools.
Score8 out of 54 out of 53 out of 5
ARTIFICIAL INTELLIGENCEhubspot call tracking ai servicescallrail call tracking ai softwarephonexa call tracking company ai
AI in call tracking is used for various purposes such as analyzing conversations and automating call routingThe AI in CallRail is powerful, but not the best in the category.Phonexa provides some AI features, such as voice recognition.
Score5 out of 54 out of 52 out of 5
WHITE LABELhubspot white label services for call tracking firmscallrail call tracking with white labelphonexa call tracking company white label
Customization of software interface to include branding elements for enhanced reputation and user experience
Score3 out of 33 out of 33 out of 3
FREE VERSION OR TRIAL PERIODA free 14-day trialA free 14-day trialThere is no free trial version
TOTAL SCORE61 out of 7974 out of 7969 out of 79
%77,22%93,67% 87,34%

4. HubSpot: Pros and Cons


Free plan to try out HubSpot’s interface and basic functionality
Ideal for users who already use HubSpot’s CRM platform
Supportive blog and active community
Integrates with a wide range of software


Limited customization options
Very few built-in call-tracking features

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