Independent platforms
Marchex Reviews
According to independent reviews, Marchex averaged at 3.7 out of 5, which is around an average score for the reviewed SaaS platforms. Whether Marchex is a good SaaS solution for your business depends on the specific features you need, scale, budget, and other factors. Check website performance, real use cases, and user feedback for a more objective evaluation.
| Review Platform | Rating | Review Count |
|---|---|---|
| Capterra | 4.4 | 32 |
| G2 | 4.1 | 184 |
| Gartner | No reviews | No reviews |
| GetApp | 4.4 | 32 |
| Glassdoor | 3 | 243 |
| GoodFirms | No reviews | No reviews |
| Software Advice | 4.4 | 32 |
| Trustpilot | No reviews | No reviews |
| TrustRadius (out of 5) | 4.0 | 11 |
| Weighted Average Rating | 3.7 |
See also: What Made Us Choose Sources for Expert Score?
Marchex Social Media
Marchex Traffic & Engagement
Curious how users actually find and interact with Marchex? The table below covers traffic sources, user engagement, and other key marchex.com metrics.
| Monthly Visits | Page Per Visit | Time On Site | Bounce Rate | Direct Traffic | Search Traffic | Paid Referral Traffic | Referral Traffic | Mail Traffic | Social Traffic |
|---|---|---|---|---|---|---|---|---|---|
| 6347.0 | 2.74 | 73.4 | 0.47 | 43% | 27% | 0.37% | 4.2% | 0.04% | 23.3% |
Marchex Website Visits Two-Year Trend: Negative
Learn more: Website Traffic Indicators We Use.
Supported Integrations
Marchex connects with platforms like Google Ads, Google Analytics 4, and Adobe Analytics, ensuring your Call Management system fits into your existing sales and marketing tools without extra setup.
- Google Ads
- Google Analytics 4
- Adobe Analytics
- Salesforce
- HubSpot
- Microsoft Advertising
- Twilio
- Five9
- Slack
- VinSolutions
Marchex Call Management Service Review
Feature Highlights: What Stands Out and What’s Missing
Here’s a look at what Marchex actually delivers – and where it falls short.
| Call Management Feature | Availability |
|---|---|
| Voice Recognition | Yes |
| Vanity Numbers | Not verified |
| Toll-Free Numbers | Yes |
| Real-Time Reporting | Yes |
| Professional Recordings | Not verified |
| Interactive Voice Response (IVR) | Not verified |
| Call Recording | Yes |
| Call Analytics | Yes |
| Inbound Call Tracking | Yes |
| Call Filtration | Yes |
| Automatic Call Distribution (ACD) | Not verified |
| API and Third-Party Integrations | Yes |
| Pay-Per-Call | Not verified |
| CRM | Not verified |
| CPaaS | Not verified |
Now that you’ve seen the feature list, let’s break down how each capability impacts real-world Call Management.
Voice Recognition
Marchex’s AI-powered speech analytics decode caller intent, sentiment, and outcome on every inbound call. The platform goes beyond transcription — it identifies what a caller actually needs, how they feel about the interaction, and whether the conversation resulted in a sale, appointment, or missed opportunity.
Toll-Free Numbers
Marchex provisions call tracking numbers (CTNs) from a pool of either local or toll-free numbers — your choice, self-served directly within the platform. Assign them to any campaign or channel, and every inbound call is forwarded to your main business line while Marchex captures the full attribution data behind it.
Real-Time Reporting
The Marchex Key Insights Dashboard gives business leaders a daily view of what’s working and what’s not based on live customer interaction data. Benchmarks, trends, and prescriptive recommendations update in real time — so you’re not waiting for a weekly report to find out a campaign or location is underperforming.
Call Recording
Marchex records every tracked call for analysis, coaching, and compliance review. Recordings are stored accessibly within the platform and can be used to understand what prompted the call, evaluate how the conversation was handled, and identify missed opportunities — turning past calls into a practical coaching resource.
Call Analytics
Marchex’s conversation intelligence layer transcribes calls, spots keywords, scores outcomes, and surfaces patterns across thousands of interactions. Marketers learn which campaigns drove real conversations; sales leaders see where deals stall; operations teams catch service and staffing issues before they compound.
Inbound Call Tracking
Marchex assigns unique call tracking numbers to every marketing channel — paid search, display, social, direct mail — and connects every inbound call back to its source. Dynamic Number Insertion (DNI) handles website attribution automatically, down to the campaign, channel, or keyword level, depending on the granularity your campaigns require.
Call Filtration
Marchex classifies and assigns a disposition to every call — appointment booked, price objection, non-lead, voicemail, spam, and more. Teams stop wasting time reviewing calls that were never real opportunities, and negative dispositions can trigger real-time alerts so sales staff can follow up before a missed opportunity is lost for good.
API and Third-Party Integrations
Marchex integrates natively with Google Ads, Google Analytics 4, Microsoft Advertising, Salesforce, HubSpot, Twilio, Five9, RingCentral, Telnyx, 8×8, Slack, Calendly, DealerSocket, VinSolutions, and more. Businesses may link their stack without upgrading since all connectors are accessible across plans.
Average Performer in Call Management: While it provides basic call management features, Marchex lacks the innovation, scalability, and reliability to compete with top-rated businesses.
Related: How We Classify Inbound Call Management Software.
What Do Customers Say About the Marchex?
Positive reviews:
“Great customer service. The team always provides important insight.” – John B. ⭐⭐⭐⭐⭐ February 22, 2023
“It helps our customers to know that the program is working to be able to see their results.” – Verified User in Marketing and Advertising ⭐⭐⭐⭐⭐ October 25, 2022
Negative reviews:
“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.” – Rebecca M. ⭐☆☆☆☆ March 23, 2022
“Onboarding has been a nightmare. It took almost a month to get our first account working properly in Marchex, with another 3 weeks to a month having gone by with the Kenshoo integration still not working properly.” – Verified User in Marketing and Advertising ⭐☆☆☆☆ April 4, 2017
Positive reviews:
“What i like the most about marchex is that it helps me recording my tracks. My calls are auto saved and the details like date, time, caller, status, place and others are there.” – Apple M. ⭐⭐⭐⭐⭐
“The software is easy to use and the customer support has been great. I also think there is a good array of toll free phone numbers.” – Arthur C. ⭐⭐⭐⭐⭐
Negative reviews:
“I also have a hard time figuring out how my locations get categorized so I have properties that are broken out and listed just as “other” while the rest have their location names.” – Rayne B. ⭐☆☆☆☆
“Customer support for trouble shooting is a little difficult.” – Verified reviewer ⭐☆☆☆☆
Positive reviews:
“The company has been through its share of change as many have through the era of the pandemic but the leadership team is building a winning culture that is taking hold which will sustain the organization into the future.” – Vp sales ⭐⭐⭐⭐⭐ March 15, 2024
“I have very fond memories of working at Marchex, namely the company culture and rapport with colleagues and leadership.” – Business operations manager ⭐⭐⭐⭐⭐ July 28, 2024
Negative reviews:
“Crap solution that is difficult to sell. CallRail and Invoca have features, integrations, and partners that Marchex lacks. They invest in exhibiting at conferences to acquire clients.” – Sales ⭐☆☆☆☆ September 25, 2025
“Lack of unified long-term vision from an engineering perspective. Engineering leadership is not technical.” – Software engineering manager ⭐⭐☆☆☆ November 27, 2024
Positive reviews:
“I like how easy it is to listen to calls, filter and export reports for clients. Very Happy with the services that are provided for me!” – Megan V. ⭐⭐⭐⭐⭐ March 2018
“The userface is relatively simple to use and easy to navigate. Pulling reports is pretty straight to the point. Customer support is also very helpful.” – Anthony S. ⭐⭐⭐⭐⭐ February 2018
Negative reviews:
“The user interface and experience are not friendly at all. The information that is provided is great, but only if you can sort through the paths to get there.” – Kristi h. ⭐⭐⭐☆☆ May 2017
Positive reviews:
“The Marchex platform is suitable for you to draw conclusions on how to approach your users. It also helps you with conversational improvements and data analysis. I recommend if you already have a large user base who buy your service and are always asking for explanations to hire Marchex for sure.” – Luís Felipe Costa Araújo ⭐⭐⭐⭐☆ May 28, 2021
“Marchex is what enables our marketing agency to track phone calls for our client websites. The Marchex platform allows us to identify the number of calls coming in while offering details into the quality of those calls via recording and keyword transcription via call DNA. The service is fast and always working, and whenever I’ve had questions, the staff are responsive and friendly.” – Kevin Bossons ⭐⭐⭐⭐⭐ June 26, 2019
Negative reviews:
“Marchex is generally going to be good for large businesses or someone that has always used Marchex. There are new competitors in the space that are doing the same, or better work for less money, and they’re focused on more transparency and empowering marketers to use their platforms more effectively. I would generally recommend other options for call tracking.” – Kristi h. ⭐⭐⭐☆☆ May 2017
Ratings, scores, and feature assessments follow our standard evaluation process. See our review methodology.
