What do you like best?
Affordable. Easy to use. Customer Service is better than any other. I've always had prompt help. Staff is knowledgeable and easy to understand. AND THE CALL DNA!! When you got that, it was SO GREAT to visually be able to hop around calls, see how many rings we take to answer, and more. Really great stuff.
What do you dislike?
Sometimes the interface will seem to pop you out to the main dashboard when I expect it to keep me in the customer dashboard. Then I have to re-select my main account to keep navigating. Not a big deal.
Recommendations to others considering the product
We've already recommended Marchex to a number of companies within our Mobile Electronics Specialists of America partners. Many have reached out to us after demonstrating how well Marchex works for us. We love that multiple users can engage and listen to their staff to help throughout training and improving customer service. I don't think we fully utilize the tags and other call analytics within Marchex to make discussions in house and reporting easier.
What business problems are you solving with the product? What benefits have you realized?
Call analytics mainly, and also reviewing how our employees handle customers on the phone. This helps us shape how we guide our employees, how our employees guide our customers, and helps us to stay consistent across 18 locations.