Book a demo

Social Listening

Know what people say about you. Before it trends.

Falcon follows your brand across X, Instagram, Facebook, YouTube, Reddit and LinkedIn, scores every mention for sentiment and reach, and alerts the right team the moment a conversation starts to spike.

Book a demo
  • 6 social networks plus forums
  • Spike alerts within minutes
  • Public complaints routed to support
Mentions · liveListening
  • X

    @rohan_eats12.4K reach

    Order from Spice Route Kitchens arrived 70 minutes late and the biryani was cold.

    negative
  • Instagram

    @foodiewithpooja48K reach

    The new Chettinad thali at Spice Route is worth the wait. Go hungry.

    positive
  • Reddit

    u/hyd_foodie3.1K reach

    Is it just me or have Spice Route portions got smaller lately?

    negative
  • YouTube

    Hyderabad Food Diaries210K reach

    Spice Route Banjara Hills review: great food, slow service on weekends.

    neutral

What teams see with Social Listening

12 minMedian time to spike alertFrom the first posts to the alert.
3.2xMore public complaints resolvedRouted to support instead of missed.
40%Less manual monitoringSocial team hours, sample deployments.

How it helps

Everything Social Listening does for your team

Brand mentions across social, with alerts the moment they spike.

01Alert

Spike and crisis alerts, with context

Falcon learns the normal volume and sentiment for your brand and each topic, and alerts the right owner when mentions jump, with the posts driving the spike attached.

  • Baselines by topic, city and channel
  • Alerts on email, Slack or WhatsApp
  • Escalation path with an SLA
Spike · 'cold food' in Hyderabad Respond within 1 hr
  1. 21:04
    Falcon

    Mentions up 6x in 30 minutes

  2. 21:09
    Social lead

    Posted a holding reply

  3. 21:20
    City ops manager

    Calling affected customers

  4. 22:00
    Brand head

    Review and close the incident

02Measure

Sentiment and reach you can report on

Every mention is scored for sentiment, topic and potential reach, so you can show how a campaign, launch or creator post actually landed, not just how often you were tagged.

  • Campaign hashtags and keywords tracked
  • Influencer posts with reach and sentiment
  • Positive share of mentions by week
Positive share · Diwali campaignWeekly
64%+11 pts in 3 weeks

Driven by 4 creator posts in Mumbai

03Route

Public complaints, straight to support

Posts that describe a real service problem become tickets with the post, the handle and the location attached, so support can reply in public and fix the issue in private.

  • Complaint detection on every post
  • Tickets in your helpdesk or in Falcon
  • Public replies drafted for approval
Agent run · goalResolve public complaints within 2 hours
  1. Insight agent

    Flagged 38 complaint posts today

    Done
  2. Action agent

    Opened tickets with post and city

    Done
  3. Response agent

    Drafted public replies for approval

    Running
  4. Outcome agent

    Check resolution and follow-up posts

    Queued

How it works

From first signal to measured outcome

  1. 01

    Add your brand

    Set brand names, handles, products, campaigns and spelling variants, including Hindi and Hinglish forms.

  2. 02

    Listen

    Falcon collects public mentions across social networks, forums and video, and scores each for sentiment and reach.

  3. 03

    Alert

    Spikes and sentiment shifts reach the right owner within minutes, with the posts attached.

  4. 04

    Respond

    Complaints become tickets, replies are drafted for approval and campaign results are reported weekly.

Channels

Works with the channels your customers use

Connect in days, with location and product context attached to every comment. 100+ more sources on request.

Popular in

  • XX
  • InstagramInstagram
  • FacebookFacebook
  • YouTubeYouTube
  • RedditReddit
  • LinkedInLinkedIn
  • MouthShutMouthShut

FAQ

Questions, answered

What is social listening?

Social listening is tracking public conversations about your brand, products and category on social networks and forums, and analysing them for sentiment, topics and reach. Falcon adds alerting and routing so mentions turn into action.

Which networks does Falcon cover?

X, Instagram, Facebook, YouTube, Reddit and LinkedIn, plus public forums and consumer complaint sites. Coverage on each network depends on what that platform makes available for public content.

How do spike alerts work?

Falcon learns the normal volume and sentiment for each topic, city and channel, and alerts you when mentions move outside that range. You choose the thresholds, the owners and where alerts are sent.

Can Falcon reply on our behalf?

Falcon drafts public replies for your team to approve and can post approved replies on networks that allow it. Complaints can also be sent to your helpdesk as tickets.

All products

See Social Listening on your own data.

Book a 30-minute demo. We read your brand's public reviews first, so the conversation starts from your customers, not a script.

Book a demo