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. HubSpot.com: 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.
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 | | | | |||||
|---|---|---|---|---|---|---|---|---|
| ATTRIBUTION | ||||||||
| ATTRIBUTION | ||||||||
| OFFLINE CALL TRACKING | ||||||||
| Precise analysis of ad campaign effectiveness to enhance conversion rates, refine ad design and content marketing strategies | ||||||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| ONLINE CALL TRACKING | ||||||||
| Essential feature for call-tracking platforms to tracks and analyzes online calls | ||||||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| DYNAMIC NUMBER INSERTION | – | |||||||
| 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 | |||||||
| Score | 0 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| KEYWORD-LEVEL ATTRIBUTION | – | |||||||
| Defining which phone calls are driven by which keywords used in digital marketing | ||||||||
| Score | 0 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| MULTI-TOUCH ATTRIBUTION MODELING | ||||||||
| Complex call tracking and analysis instrument for evaluation of multiple marketing touchpoints on different channels | ||||||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| REPORTING & ANALYTICS | ||||||||
| OUT-OF-THE-BOX REPORTING | ||||||||
| Ready-to-use reporting templates and analytics features | ||||||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| EMAIL SUMMARY REPORTS | ||||||||
| Scheduled automated email reports detailing campaign performance and call tracking statistics | ||||||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| CUSTOM REPORTING ENGINE | ||||||||
| Creation of personalized reports based on specific call-tracking metrics | ||||||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| MULTI-TOUCH CPL REPORTING | – | |||||||
| Built-in functionality to calculate cost per lead and analyze ad spending across different platforms | You can use the CPL metric here with only one caveat: there is no separate tab for it. | |||||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| CALL SCORE | – | |||||||
| Automatic and manual evaluation of call quality and lead scoring | only with third-party integrations | extra point for Form scoring | ||||||
| Score | 0 out of 3 | 4 out of 3 | 3 out of 3 | |||||
| USABILITY OF RECORDS | ||||||||
| Intuitive navigation of records, clear visualization of metrics, and efficient retrieval of call-tracking reports | The 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. | |||||
| Score | 3 out of 5 | 4 out of 5 | 2 out of 5 | |||||
| BASIC FEATURES | ||||||||
| CALL RECORDING | ||||||||
| Recording calls allows capturing and reviewing customer interactions for quality control, training, and sales strategies performance evaluation | ||||||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| CALL TRANSCRIPTION | ||||||||
| Conversion of calls into written data using speech-recognition software for reviewing them without listening and extracting insights | ||||||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| CALL FORWARDING | ||||||||
| An essential call flow management feature, call forwarding automatically routs incoming calls to other phone numbers based on predefined rules | ||||||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| EMAIL NOTIFICATIONS | ||||||||
| Instant updates on call activity for timely responses and creating notifications for customers and partners | ||||||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| STANDARD CALL FLOW BUILDER | – | |||||||
| 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 improvement | Functional and flexible call builder. Visually, there\’s room for improvement. | |||||
| Score | 0 out of 5 | 4 out of 5 | 4 out of 5 | |||||
| CUSTOM AGENT SETUP | ||||||||
| Assignment and customization of user roles and permissions within the call tracking system | There are several levels of advanced access for each user | |||||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| ADVANCED FEATURES | ||||||||
| AUTO LEAD TAGGING | – | |||||||
| Automatic assigning of tags to calls based on various factors for the easy categorization of tracked calls | Doesn\’t include tagging summary | |||||||
| Score | 3 out of 3 | 3 out of 3 | 2 out of 3 | |||||
| MOBILE APP | ||||||||
| Provides flexibility of monitoring and managing campaigns on-the-go | There are really good instructions on how to install and customize mobile apps for Android and iOS. | Simple application with no advanced features. | ||||||
| Score | 3 out of 5 | 3 out of 5 | 5 out of 5 | |||||
| ADVANCED CALL FLOW STEPS | – | |||||||
| 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. | ||||||
| Score | 0 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| 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 brands | Phonexa lists 23 integrations. Also, the platform features many integrated marketing automation and user behavior tools. | |||||
| Score | 8 out of 5 | 4 out of 5 | 3 out of 5 | |||||
| ARTIFICIAL INTELLIGENCE | ||||||||
| AI in call tracking is used for various purposes such as analyzing conversations and automating call routing | The AI in CallRail is powerful, but not the best in the category. | Phonexa provides some AI features, such as voice recognition. | ||||||
| Score | 5 out of 5 | 4 out of 5 | 2 out of 5 | |||||
| WHITE LABEL | ||||||||
| Customization of software interface to include branding elements for enhanced reputation and user experience | ||||||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| FREE VERSION OR TRIAL PERIOD | A free 14-day trial | A free 14-day trial | There is no free trial version | |||||
| TOTAL SCORE | 61 out of 79 | 74 out of 79 | 69 out of 79 | |||||
| % | 77,22% | 93,67% | 87,34% | |||||
4. HubSpot: Pros and Cons
Pros
Cons