Understand the customer journey
Your prospects’ journeys are getting more complex and less predictable – so what’s the secret to connecting the dots?
With numerous touchpoints available across online and offline channels, customers have never had so many ways to explore their options. They’re researching for longer, relying on new sources of information, and bouncing between different platforms before they finally convert.
Mediahawk is evolving alongside these journeys, offering you innovative and intuitive tools for tracking and optimising the whole experience. Let’s explore how.
See the full story with User Journey – not just the last click
With User Journey, you can track every step each prospect takes: all the pages they browse and content they read, every link they click and CTA they engage with.
You get a complete, easy-to-follow timeline of the key touchpoints along their journey. It lays out exactly what brings a prospect to the point of conversion, even if they pause and come back days or weeks later. You can see your most effective touchpoints and the gaps in the experience; if there’s a common stage where prospects often drop out, you know where to optimise your efforts.
Understand the outcome of every call with Speech Analytics
Listening to hours of calls – or even reading hundreds of pages of transcripts – isn’t practical for anyone. But there’s always a risk of useful insights being lost in recordings. AI-powered Speech Analytics automatically analyses and categorises your calls, picking up on key themes, keywords, and customer intent.
You’ll gain instant insights from customer conversations, spot trends quickly, and respond to them in real time. For example, if you notice a lot of callers asking a question that isn’t covered in your FAQs, you’ll know exactly what to add.
Pinpoint enquiry sources with static and dynamic call tracking
When prospects call, they convert – it’s one of the best channels for turning intent into revenue. And call tracking shows you how effective your marketing strategy is at getting people to pick up the phone.
Dynamic call tracking lets you see which digital marketing activities generate calls, while static numbers track offline channels such as leaflets, signage, or partner sites.
Connect your platforms to see all your data in one place
If you’re running campaigns across Google, Meta, and Microsoft, it’s a headache trying to match ad clicks to actual enquiries.
By connecting these platforms to Mediahawk, you can see which ads, keywords, and channels are driving real clicks, calls, sales, and bookings – all automatically. No more guesswork, no more spreadsheets. It’s easy to review and even easier to report on for an at-a-glance view of which campaigns are delivering value and which need optimising.
See which calls turn into sales with Sales Matching
Your efforts are at the heart of revenue. But it’s not always easy to connect marketing tactics to firm ROI figures. Sales Matching links your conversion data with your sales data.
High enquiry volumes are promising, but they might be support requests, information gathering, or simply prospects who aren’t ready to convert. If you know where sales actually come from – whether that’s email campaigns or directory ads – you can refocus your budget on the channels that bring in revenue.
Unlock valuable insights from your call routing
A good Interactive Voice Response (IVR) system can make the difference between happy prospects finding what they need and frustrated prospects hanging up, never to call back.
But our advanced 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.
Spot trends faster by grouping your data with Parameter Connect
With Parameter Connect, you can mix and match your marketing data effortlessly to see what’s working across different sources, teams, or regions, all in one user-friendly report.
Assign parameters to each channel, location, department – whatever you want to measure performance against. You’ll instantly see where your powerhouses are and which components of your strategy need attention.
Understand how long journeys really take
Use the time-to-convert metric to uncover how long prospects take to consider their options between first touch and conversion. You can spot where journeys stall, and provide nudges at just the right time to get potential customers moving again.
For example, if you have some services that convert within a few hours of the first website visit and others that take days or even weeks to convert, you can use different follow-up sequences and call-back timings to match each journey.
Know which actions make people pick up the phone
Whether it’s a click-to-call button, phone number, live chat, or form, CTA tracking gives you clear data on what encourages prospects to reach out – one of the final dots to connect.
It’s great for A/B testing and quick experimentation, helping you keep your strategy fluid and responsive. For example, you could directly compare click through rates on a CTA like “call us to arrange a visit” versus “speak to our friendly team”.
Expert support to spot the hidden gems
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.
Our people see so many different prospect journeys in businesses of all sizes and service offerings. It means we understand how complex customer behaviour can be and we have tried-and-tested recommendations for how you can track and optimise the experience you deliver.
See how our clients succeed with Mediahawk
“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.”
Dedicated support from our Client Experience Team
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.
Are you ready to gain a complete understanding of your customer journeys?
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.