Gong
Gong.ioExternal reviews
6,450 reviews
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Great product!
What do you like best about the product?
Overall the product is very easy to use and simply works how you expect it to with little to no bugs, which is amazing.
What do you dislike about the product?
I don't care for the marketing, but that's being nit-picky. I love the product. Also, we're a CS team using Gong, but it's mostly targeted to Sales.
What problems is the product solving and how is that benefiting you?
I use Gong to coach my CSMs on their calls. I also like Gong's built-in best practices. It's really helpful for coaching. The app is also a great tool to listen to calls on my commute to work.
Gong
What do you like best about the product?
The overall interface is very easy to use. It offers multiple filtering options including key word searches. This allows you to focus on specific call topics, and even track how many times during the call your customer or phone rep says a particular word or phrase. The analytics are really second to none. It's super easy to track stats like AHT, overall call volume as well as monitor overall interaction and customer engagement. You can filter your searches by months, weeks even by quarter. You can of course search custom dates as well.
What do you dislike about the product?
I found that the speech to text transcribing feature is not very accurate. I find that there are a lot of misspellings and misheard words. It usually gets things pretty close for the most part. However, where it seems to have issues transcribing phone numbers and email addresses. It's tough to scroll through a call sometimes because it groups by talk time, so if you try to rewind or fast forward you're going to go the start or end of whoever was last speaking.
What problems is the product solving and how is that benefiting you?
I find it much easier to coach my reps on word choice, tone and call flow. Showing reps where their opportunities exist in regards to overall call control is great! The talk ratio stat is great for coaching call flow and call control as well.
Recommendations to others considering the product:
Take full advantage of the analytics features. This is one of the most in depth programs for analyzing calls and relationships between your customer and service reps. The amount of activities and interactions I can track and monitor is awesome.
Good for tracking calls and statistics
What do you like best about the product?
I like that we have tags set up to track specific things that happen on a call. I love the "Statistics" feature as it really helps me understand areas I can improve in on calls with customers.
What do you dislike about the product?
Nothing, it's a great tool! No complaints here.
What problems is the product solving and how is that benefiting you?
Being able to listen back to calls with customers and share them throughout the company. The automation via calendar integration is extremely helpful. I like that it automatically joins calls with external emails on calendar. It's easy to share calls with customers for future reference.
Using Gong as a seller
What do you like best about the product?
I find myself to be a very detailed note-taker during calls but there are so many little details that I miss that I wouldn't find and catch unless I had the ability to listen to my Gong call recordings.
What do you dislike about the product?
I see room for improvement on the search results. It requires a lot of clicking around and I wish it was more optimized to be listed out for me to see everything in one page rather than multiple clicks.
What problems is the product solving and how is that benefiting you?
Allowed me to go back and hear from the customer or prospect without having to ask them via email or another call. It has allowed me to not miss the little details that are easily brushed over and ensure I can have the best follow up and next steps with the my customers.
Recommendations to others considering the product:
Test it out with a trial!
Gong is game changer!
What do you like best about the product?
The ability to easily stay up to date on the conversations my team are having with customers and provide timely feedback on specific parts of conversations.
What do you dislike about the product?
Not much! I'd like to be able set up different trackers for different teams (e.g. CS vs AEs). The transcribing and points of interest could be improved.
What problems is the product solving and how is that benefiting you?
1) visibility into my team's day to day customer interactions 2) improved coaching
Great for learning from your calls
What do you like best about the product?
Being able to review details that I was not able to write notes on.
Assessing my strengths and weaknesses in a call.
Assessing my strengths and weaknesses in a call.
What do you dislike about the product?
Some calls are not recorded. I would like Gong to record ALL my calls.
What problems is the product solving and how is that benefiting you?
No problems. The benefits are when you're reviewing your calls and improving your strategies moving forward.
Awesome tool - Track sales calls, have calls transcribed, provide feedback & more
What do you like best about the product?
Not sure where to start. Lots of features. I listen to calls on the road (via mobile). Save calls, search calls for keywords of competitors, read through transcripts of last call before a sales meeting, and more. Also able to provide feedback & suggestions to coworkers., Great tool for my needs.,
What do you dislike about the product?
Not sure, have not had any negative experiences. Love the solution &n functionality. Use it daily.
What problems is the product solving and how is that benefiting you?
Listen to previous calls I skip b/c I am double-booked. Provide & receive feedback with colleagues. Record demos to share with others.
Recommendations to others considering the product:
Get training, there's a lot to love.
A Sales Reps' Best Friend
What do you like best about the product?
As an Account Executive, I use Gong every day. Without it I would not be as thorough and informed in managing my pipeline. As well, Gong provides my leadership with visibility into my call activity, what I can work on when speaking with my customer base, etc.
My favorite part about Gong is their ability to give me access to all of my calls on-the-go! Whether I am on my way to the office or preparing the busy week ahead, the ability to reference prior calls/demo recordings from Gong's mobile app is vital in my role.
My favorite part about Gong is their ability to give me access to all of my calls on-the-go! Whether I am on my way to the office or preparing the busy week ahead, the ability to reference prior calls/demo recordings from Gong's mobile app is vital in my role.
What do you dislike about the product?
While the mobile application is powerful, there are some features found in Gong's desktop platform that does not exist in their mobile instance. For instance, I cannot view team call stats from mobile.
What problems is the product solving and how is that benefiting you?
No problems!
Recommendations to others considering the product:
If your sales team is less transactional and has a sales cycle > 1 month, Gong is a must-have for sales teams looking to stay on top of their pipeline!
Great coaching tool for people managers
What do you like best about the product?
Gong allows me to review and critique my team's calls, at times when I would otherwise be unproductive (commute, early mornings, etc) and make comments to encourage improvement, or reinforce areas of strength. I can listen at 1.5x or 2x speed to be sure I get through more calls, and this ensures that I'm better prepared for coaching and/or strategy sessions.
What do you dislike about the product?
Gong transcription could still use some work. Action items are somewhat unreliable as well. The call logs link to Salesforce, but not the transcripts, so the data mining we do in SFDC is not benefitting from our work in Gong
What problems is the product solving and how is that benefiting you?
We have a very young and inexperienced team. Using Gong helps all of our managers to "level-up" new hires and internal promotions very quickly. We use it as a foundation for our "good-to-great" coaching.
Recommendations to others considering the product:
Be sure your leaders have time and willingness to review calls, or the tool will go unused. If you aren't getting value from this tool, the problem is in your organization, the product is phenomenal
Great Product, straight forward value, simple and easy to use - just works!
What do you like best about the product?
I like the fact that on one hand, it's very smart but on the other is very simple - it's very smart in the way it analyzes the calls in a really remarkable way of the topic and who is talking and break down the conversation to different parts. And it's very simple - analyzing calls and giving you feedback on them with the things you care about most. The interface is very simple and nice to work with which is amazing
What do you dislike about the product?
I don't like the fact I cannot share a call or a video call on a specific minute - that would help a lot to be more specific and not hassle people to scroll to the place I want them to watch.
What problems is the product solving and how is that benefiting you?
I think I use it most in order to review team calls in order to improve our work and solve issues on internal conflicts about the performance of people
Recommendations to others considering the product:
Go for a trial and see how easy and simple it is to use.
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