Voice of Customer

Hear every customer. Know exactly what to fix.

Falcon brings reviews, surveys, calls and messages into one place, classifies every comment against your business taxonomy and tells each team what changed, where and why.

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100+ feedback sources
Every comment classified, not sampled
Root causes, not word clouds

Top themes · last 30 daysVolume · negative share

Delivery delays1,284
72% neg
Staff helpfulness962
18% neg
Billing & refunds731
64% neg
App experience544
41% neg
Product quality418
22% neg

What teams see with Voice of Customer

3xFaster root-cause analysisFrom weeks of manual tagging to days.

100%Of feedback classifiedEvery comment, not a 5% sample.

+14 ptsNPS in two quartersMedian across sample deployments.

How it helps

Everything Voice of Customer does for your team

Every review, survey and conversation, classified and explained.

01Unify

Every channel in one view

Store reviews, app ratings, survey verbatims, call transcripts and WhatsApp messages land in one stream, de-duplicated and tagged with location, product and journey stage.

100+ connectors, live in 2–5 days
Location, product and journey metadata
8 Indian languages and English

Rahul M.
Waited 40 minutes at the counter and nobody explained the delay.
Wait time
Priya S.
App logs me out every time I try to pay.
App login
Kiran T.
Staff at the Indiranagar store were really patient with us.
Staff praise

02Understand

A taxonomy built from your own feedback

Falcon reads every comment and places it in a three-level taxonomy of themes, sub-themes and issues, learned from your data and refined with your team.

Themes, sub-themes and issues
Sentiment on every mention
Emerging issues flagged the week they start

Negative share · Delivery delaysWeekly

72%+18 pts in 6 weeks

Emerging in Chennai and Coimbatore

03Act

From insight to an owner, automatically

Each finding opens an investigation with the evidence attached, an accountable owner and a follow-up date, so insight turns into change instead of a slide.

Findings routed by location and team
Evidence attached to every action
Outcomes measured after the fix

Agent run · goalReduce late-delivery complaints in Tamil Nadu

Insight agent
Linked spike to 3 dispatch hubs
Done
Survey agent
Asked 612 affected customers why
Done
Action agent
Opened task for regional ops lead
Running
Outcome agent
Re-measure in 14 days
Queued

How it works

From first signal to measured outcome

01
Connect
Plug in review sites, app stores, surveys, call recordings and messaging in days, not months.
02
Classify
Every comment is tagged by theme, sentiment, location and journey stage against your taxonomy.
03
Explain
Falcon surfaces what changed, where it changed and the comments that prove it.
04
Follow through
Owners get the evidence and a next step; Falcon measures whether the fix worked.

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

Google Maps
Google Play
App Store
WhatsApp
Qualtrics
SurveyMonkey
Email
Trustpilot
X
Reddit

FAQ

Questions, answered

What is a Voice of Customer platform?

A Voice of Customer (VoC) platform collects customer feedback from every channel, such as reviews, surveys, calls and messages, and turns it into structured insight teams can act on. Falcon adds root-cause investigation and follow-through on top.

How long does it take to get started?

Most sources connect in 2–5 days once access is ready, and you see classified themes on the day your first source goes live.

Do we have to build the taxonomy ourselves?

No. Falcon proposes a taxonomy from your own feedback and your team refines it. You can start from an industry template and adjust it at any time.

Which languages does Falcon understand?

English plus eight Indian languages, including Hindi, Tamil, Telugu, Kannada and Marathi, with transliterated text such as Hinglish handled as well.

See Voice of Customer 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.