How a $5B multi-location business is going from flying blind to real-time customer intelligence

The problem

A national franchisor's Head of Marketing discovered they'd been running social media ads for a closed location for 3 weeks. Nobody caught it - not operations, not the franchisor, not their marketing systems.

But that was just a symptom of a bigger issue: across 800+ locations, only 1% of customers leave feedback. When they do, one bad review tanks ratings. The other 99%? Completely silent.

Traditional surveys don't work - customers don't complete them. By the time problems show up in revenue reports or review sites, the damage is done.

The Voicebox solution

Voicebox is always-on voice of the customer deployed everywhere in the customer journey - from initial search to lobby/waiting area to post-visit, even restrooms. It’s a new first-party data channel, a frictionless way for customers to send voice notes with feedback, problems, ideas.

Customers tap a link and speak for 30 seconds. No typing. No forms. Just natural conversation captured in the moment. They share 100+ words of detail they'd never type.

The system asks different questions based on context: routine $50 transaction vs $8K premium service. Walk-in vs scheduled appointment.

What they get

• Real-time alerts: Location & staff issues surface immediately, not weeks later in reports
• Positive review generation: Convert happy customer voice into Google reviews - capture the silent 99%
• Themes & revenue opportunities: System surfaces patterns across thousands of voices
• Location intelligence: maps show sentiment by region, drill down to individual store performance
• Actionable insights: "Service was amazing but I waited 40 minutes" - specific fixes across all 800 locations

Why this matters

100+ words in 30 seconds. Real problems. Real praise. Real-time action.

They shift from heavy reliance on post-purchase data and post-experience surveys that nobody completes, to continuous intelligence across the entire customer experience.

About Voicebox

• Featured at NRF Innovators Showcase (Singapore, Paris, NYC)
• Forrester Research retail tech to watch
• Backed by Mark Cuban

Ready to hear your customers?

Contact: sales@vbx.to

See Voicebox in action