Multiple Numbers Confusing Patients

We use unique CallRail tracking numbers for our paid social ads, google ads, landing pages, and print ads / mailers for each of our locations (we are a network of medical practices with multiple locations). We've been receiving feedback from patients  that the different numbers they encounter on the website vs. a mailer or other channels are confusing. Has anyone else that is utilizing CallRail numbers across various channels run into this issue with patients / customers? If so, please share any recommendations with messaging to patients or solutions. Relative to overall call volume the confusion / complaints is low, but we have providers in our practices receiving this feedback and they want to avoid any negative experience for patients. Our marketing team will not give up the visibility into our campaigns that CallRail provides. 




Date Votes
  • Official comment

    Good morning, Brianna. Thank you for your question!

    While we have occasionally heard this from customers, similar to your situation, the relative volume is low. Just like with your marketing team, our customers find the important information gathered by using different numbers far outweighs any confusion caused by this. 

    Unfortunately, the only way to get this level of marketing data is to use a different number for each marketing avenue.

    One suggestion I can give is to not use multiple numbers for multiple locations but have one main number that routes to a call flow. This call flow can use a menu step to give the caller the option of selecting which location they are calling for and tag that call accordingly (for reporting purposes). This will not resolve the problem of seeing different numbers on the website vs. a mailer, but it's still a good option to keep in mind for multiple locations.

    Please don't hesitate to let me know if you have any further questions, and welcome to the community!

  • so basically how do I set up seperate numbers for each channel Im using? that way I can track what is being used? instead of the pool should I delete the pool all together? 

  • Hey Meegan

    I was able to answer this for you in your original community post here. If you have any further questions, please don't hesitate to let me know in the comments on that original post.


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