Are you trying to understand how your customers engage with your business? From their first interaction to conversion and beyond?
With so many touchpoints across online and offline channels, understanding the customer journey can feel like solving a complex puzzle. Without a complete understanding of how users engage with you, you can’t pinpoint what drives action – leading to missed opportunities and inefficient marketing spend.
You’ve got website visits, phone calls, form fills, social clicks – all buzzing away in different places. But how do you piece it all together? Which marketing touchpoints help to move prospects down the funnel, and how long does it really take people to convert?
Without a clear view of the full customer journey, you’re left guessing. You could be focusing on the wrong channels, missing key insights, and wasting budget.
You need to see the big picture to understand how your customers actually buy – and how you can influence their next step.
Mediahawk cuts through data silos, providing a clear, connected view of the entire customer journey – online and offline. This empowers you to make smarter, data-backed decisions, optimise campaigns faster, and confidently allocate resources to the marketing activities delivering your best results.
The User Journey feature enables you to track every step your prospect takes – from their first visit to every page they browse, every call they make, and every action in between. You get a complete, easy-to-follow timeline, full visibility of every single customer journey, and a clear understanding of the touchpoints that really matter.
You’re running a campaign to promote your new care home. You can see that most people who book a showround don’t just land on your site and call straight away. They read a blog on ‘choosing the right care home,’ click a Google ad a few days later, and finally return via your Google Business Profile to make the call.
The User Journey feature gives you the full picture – and shows the impact of the blog on enquiries.
AI-powered Speech Analytics automatically analyses and categorises your calls, picking up on key themes, keywords, and customer intent without you having to manually listen to hours of conversations. You’ll gain instant insights from customer conversations, spot trends quickly, and respond to them in real-time.
You’re running campaigns for your private clinic and notice a spike in call volumes. Using AI-powered Speech Analytics, you quickly spot that many callers are asking about a new skin treatment that isn’t even being promoted yet. You fast-track a marketing campaign around this treatment and see an immediate increase in bookings – all because you picked up on the trend early.
Call tracking shows you exactly which marketing activity drives phone enquiries into your business. Dynamic (or website) call tracking shows you which digital marketing activities generate calls, while static numbers track offline channels like leaflets, signage, or partner sites. Used together, you can see exactly how effective your marketing strategy is at delivering valuable phone enquiries.
You’re promoting a limited-time offer for your car dealership. Dynamic call tracking shows you that your Auto Trader listings are driving the most calls, but static call tracking reveals that customers seeing your Google Business Profile are calling too. And these leads are more likely to convert quickly and book test drives on the same day.
With this insight, you can prioritise optimising your Google Business Profile to capture more of these high-intent buyers.
Seamlessly link Mediahawk with tools like Google, Meta, and Microsoft Ads to bring all your marketing data together in one place. Integrating Mediahawk data with your marketing technology stack enables you to track every lead from click to call. This gives you a more rounded picture of your sales and marketing funnel, joined-up reporting across all your platforms, and clearer visibility of what’s driving leads – all without the hassle of manual work.
You’re running campaigns across Google, Meta, and Microsoft, but it’s a headache trying to match ad clicks to actual enquiries. By connecting these platforms to Mediahawk, you can see exactly which ads, keywords, and channels are driving real calls and bookings – all automatically. No more guesswork, no more spreadsheets.
Sales Matching links your call data with your sales data, so you can see exactly which calls actually convert into revenue – not just enquiries. This gives you and accurate picture of which marketing activities deliver the best return on investment (ROI), the evidence you need to prioritise your best-performing channels and campaigns, and the confidence to make changes in your strategy.
You’re running a PPC campaign for a financial services provider. Your call data shows a high volume of calls from Google Ads, but Sales Matching reveals many of these calls are quick information requests, not actual enquiries. Surprisingly, most confirmed sales are coming from email campaigns to your existing customer base.
You can now shift budget to focus on the channels that truly convert.
Interactive Voice Response (IVR) doesn’t just help you route calls – it helps you understand which paths your customers take and which ones lead to the most valuable outcomes. You can use this insight to fine-tune your customer journey and even build smarter ad audiences.
You analyse your IVR data and spot a surprising pattern: callers who select the ‘finance and payment options’ route are far more likely to book high-ticket treatments compared to those who go straight to general enquiries. This insight shows that exploring finance options is a key step in the customer journey for your biggest spenders.
You build custom audiences around these callers and launch finance-focused campaigns that attract more of the same high-value customers, driving significant revenue growth.
Quickly filter your data and understand what’s working across different sources, teams, or regions. Parameter Connect allows you to mix and match your marketing data effortlessly so you can easily compare your offline online campaigns in one easy-to-use report. Save time analysing data and streamline your marketing decisions by identifying strong and weak channels, locations, partners, and more.
You’re an automotive dealership with multiple business locations across the UK, and you want more transparency over how they’re each performing. By assigning parameters to the phone numbers and source/medium associated with each location, you can quickly and easily see the performance across all your dealerships in one report.
Instantly see which are your powerhouses and which locations need your attention – unlocking insights that otherwise might have been overlooked.
Time to convert is an important metric for marketers. It shows you exactly how long it takes customers to move from first touch to final enquiry, allowing you to set realistic expectations and spot where journeys stall. Knowing how many days it takes to convert an enquiry from the first visit enables you to optimise your marketing strategy to ensure you’re building a healthy sales pipeline.
You’re analysing your clinic’s marketing performance. You discover that enquiries for urgent procedures, like same-day scans, are typically booked within 24 hours of the first website visit. But enquiries for cosmetic treatments, like skin rejuvenation packages, often take 30-40 days to convert.
With this insight, you set up different follow-up sequences and tailor your call-back timings to match each treatment type, giving you a better chance of securing more appointments.
Track which calls-to-action on your site are driving the most engagement. Whether it’s a click-to-call button, a phone number, or a form, you’ll see what’s making people act. Call-to-action (CTA) tracking gives you clear data on what’s getting people to call and interact. You can use the insight to A/B test your website and make tweaks to increase enquiries.
You’re testing two CTAs on your care home website: one says “Call us to arrange a visit” and the other says “Speak to our friendly team”. CTA tracking shows that the second option is driving 60% more calls. This simple tweak immediately boosts your enquiry rates without increasing your ad spend.
Insight Service gives you access to custom reports and expert analysis, helping you uncover trends, solve challenges, and find new growth opportunities – without getting buried in data.
You’re under increasing pressure to bring in leads and enquiries to the business. To do this as effectively and cost efficiently as possible, you need in-depth analysis of your customer journey. Your insights highlight that mobile visitors are dropping off quickly and spending less time on your landing pages compared to desktop users. The recommendation? Move your call-to-action (CTA) button higher up the page and make your phone number more visible.
You make the changes and, within weeks, your mobile enquiries start to climb.
“For us, no matter what the cost, (Mediahawk’s) a massive benefit. If you really want to understand where your customers are coming from and where to invest your budget – whatever sector you’re in – it’s truly invaluable.”
“Mediahawk has given us a really clear insight into the channels that are producing leads and those that aren’t.”
“Having a full picture of response has allowed us to be much smarter and confident in our actions, we have upped the ante by considerably improving our campaign effectiveness.”
“Mediahawk’s reporting features map the entire customer journey and provide insights to shape future campaigns – particularly useful when considering whether or not to tweak a campaign.”
As part of our commitment to your ongoing success, you’ll be automatically enrolled into our Client Excellence Programme. Our team work alongside you as a trusted partner, sharing our knowledge and experience so that you can benefit and improve your marketing performance.
You’ll receive tailored onboarding and training, support with integrations, and proactive performance reviews to help you achieve your objectives.
Discover how Mediahawk’s marketing analytics software reveals the complete path your users take, enabling you to optimise campaigns, improve ROI, and drive more conversions.