Recording and reviewing customer calls has improved follow-up and team training
What is our primary use case?
A big part of my job is calls with customers, so we have Gong connected to our calendars and every call that I do with a customer is recorded on Gong, allowing me to refer back to the calls and listen again as it records them, provides a summary, next steps, and an analysis of the call for follow-up.
The summaries and analysis Gong provides are really good, especially compared to some other that I get, as the analysis from Zoom is often too long and doesn't really hit all the main points, while Gong knows how to summarize it pretty well. I use the action items and I also put a lot of the summary and action items into AI afterwards, which gives me follow-up emails, et cetera, so I'm pretty happy with it.
If I want to look at a timeline or a history of how I've been working with a certain client, I'll often go into Gong just to see how many calls I've had and if there's interaction with other people in the company. While we can do that in systems such as Salesforce, it's just a more user-friendly way for me to look at it.
What is most valuable?
There are many features in Gong that I personally don't use, such as managing pipeline and anything related to that because it's just not something I use so much in my job, which is more on the customer success side. The features I use the most are recording, sharing with customers parts of recordings, and being able to search within calls, allowing me to easily find specific parts of a call that I need to share internally or externally, and the summaries have been helpful.
The training and coaching aspect has been improved since we started using Gong, as people are able to go back, refer to calls, analyze them, and get feedback, while managers and leaders can look into it and give comments directly onto the call in specific areas, making training and giving feedback on customer calls much easier.
What needs improvement?
These features might actually exist, but I never really use them since when I did, they weren't great. Perhaps they have improved since, but things such as creating follow-up emails directly after the call, where a follow-up email would come to me directly so I can forward it over to the client, and having clear action items that I can tick off and keep a tally within Gong might be helpful.
For how long have I used the solution?
I've been working at the company for seven years.
What do I think about the stability of the solution?
I haven't had any issues with Gong's reliability.
What do I think about the scalability of the solution?
We have a fairly small team, so I can't speak from experience, but I could imagine that Gong could scale easily, as we've had no issues.
What other advice do I have?
I would advise others looking into using Gong to explore the features, as I think there's a lot on the platform that doesn't get used often, and they should see how to integrate it into their current workflow more effectively. On a scale of 1-10, I rate Gong an 8.
Call summaries and voice commenting have improved team feedback and training workflows
What is our primary use case?
My main use case for Gong is for monitoring, training, and sales teams and for keeping up to date on what's going on with all of the accounts.
I can give a specific example of how I use Gong for monitoring or training my sales teams or keeping up to date on accounts; it has come in and what's gone out that day to specific accounts. I also have triggers to be notified when certain topics are discussed, which is something unique to my workflow.
How has it helped my organization?
Gong has positively impacted my organization by allowing anyone to be able to look into processes, learn more about what our customers are saying, learn from each other, and share things throughout the organization. It helps with coaching and call feedback.
Gong definitely helps with training and helps people learn from each other or from people who have been on the team for a while. It also allows people to listen to how sales calls, CS calls, and how our customers speak before they actually speak to a prospect or customer.
What is most valuable?
The best features Gong offers, in my experience, include a good call recording transcript and summary, a good UI when it comes to looking at activity, and seeing what's coming in and coming out. It's relatively easy to comment both through voice notes and text.
The call recording transcript and summary help me realize if there's a call that I should be listening to or not. Before the summary, I'd have to start listening to a call before I got a good idea of whether it was something I needed to be spending time on. The summary helps me figure out what was spoken about, the main points, and if it's something that I need to dive into.
In terms of leaving comments, I use the mobile app, so I can do it sometimes while I'm driving with voice notes or through speech-to-text. The mobile app is very helpful when listening to calls that have happened and leaving notes or getting updated.
What needs improvement?
I find that Gong's AI features are still not there yet, especially when it comes to call follow-up or mutual action plans. There are things that I do outside of Gong because I feel I can get a better result just manually using the transcript with prompting, and it would be great if I could just use Gong for that within the solution.
Regarding how Gong can be improved, I mostly think it would be nice if the summaries offered the option to add that straight to Salesforce.
For how long have I used the solution?
I have been working in my current field for five years.
What do I think about the stability of the solution?
Gong has been stable; I can't remember a time where we had significant downtime.
What do I think about the scalability of the solution?
Gong's scalability has been fine; there are no issues there as my organization has grown.
How are customer service and support?
I haven't had to reach out for customer support often; when I have, it's been okay.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I did not previously use a different solution.
How was the initial setup?
My experience with pricing, setup cost, and licensing seemed in line with the market.
What was our ROI?
It's hard to put a dollar amount on it; obviously, Gong does help ramp up salespeople quicker. It helps me be able to give input on deals if I wasn't necessarily on the call, so all of those things impact revenue.
If I can pick something up on a deal that can help make it bigger or make it close, that obviously has revenue attached to it, and the same if we can get a sales rep speaking to customers quicker. However, I wouldn't be able to put an exact dollar amount on it.
Which other solutions did I evaluate?
Since I joined the company, I have not evaluated other options before choosing Gong.
What other advice do I have?
My advice to others looking into using Gong is that it's a good solution; it definitely helps with the points that I mentioned. I would see if there's a need, if there are other things you could maybe do with other AI solutions, depending on the size of your company and your needs in terms of privacy and making sure that your data is secure.
It is nice to have something that's out-of-the-box, that's compliant, that will check all the boxes when it comes to all those things you need as a company, especially a larger company, to make sure that you're not causing liabilities for yourself.
On a scale of 1-10, I rate Gong a nine out of ten.
Great for Call Review, but Interface Is Too Complex
What do you like best about the product?
So I use gong to listen to my own calls and I go to the call where the customer was irate and angry about the process, then me and my quality support listen to the calls and check on what happened in the call and how can we better contact him back with the right support
What do you dislike about the product?
The options are too confusing to find and the website or software seems too complex, if it was more easier it would be nicer
What problems is the product solving and how is that benefiting you?
Listening back to my calls and helps me get better in handling issues with irate customers
Gong is top tier!
What do you like best about the product?
The feature I like most about Gong is being able to go into the "analytics" tab and see how your activities stack up against your teams for the day/week!
What do you dislike about the product?
The feature I dislike the most about Gong is it can at times be difficult to find a contact in the search bar, but this is easy to get around by going into the account and looking there.
What problems is the product solving and how is that benefiting you?
Gong allows us to review emails, calls, and any outreach that we do to make sure our team is being as efficient as possible in contacting prospects.
nice for summarizing meetings and integrates well with salesforce
What do you like best about the product?
SF integration is a nice plus; not having to enable text transcription to get it working is good too
What do you dislike about the product?
privacy, disclosure, delay to receive the summary
What problems is the product solving and how is that benefiting you?
recording internal and external meetings and providing a nice summary
Impactful for sales team leaders & ICs
What do you like best about the product?
I like that I can easily gauge the health of each rep's pipeline and the AI powered search of deals history. I love the heatmaps for seeing if deals are on track or in trouble. It also makes it really easy to see if/when the next call is scheduled. It was easy to set up call grading templates. It has also helped onboarding new reps as I send them to the call library. Myself and my team live in Gong. We use it every day for pipeline management, call coaching, preparing for calls and more. It was fairly easy to set up - we had a strong pilot program with ample customer support. I found it easy to integrate Gong with HubSpot, our email and calendar.
What do you dislike about the product?
Call trackers were hard to set up, but I understand the may be easier now with AI tools. I need to look into this.
What problems is the product solving and how is that benefiting you?
Gong helps my team manage their deals more efficiently, ensures things don't slip through the cracks, and provides excellent sales coaching tools.
Essential Tool for Smarter Selling
What do you like best about the product?
I like that Gong automatically records and transcribes every sales call, making it super easy to review what was said, coach my team, and quickly find key information about the call.
What do you dislike about the product?
Sometime the reporting features can feel a little complex and overwhelming to set up exactly what I need, making it take longer than expected to pull simple metrics
What problems is the product solving and how is that benefiting you?
Gong solves the problem of not knowing what actually happens in a call by recording, transcribing, and analyzing them all. This benefits me by making coaching easier and giving me a clear, objective view of how to deal the call if Incase there are some questions that I forgot to. I can always go back to that interaction using Gong.
Powerful tool for recording, meeting minutes and next steps
What do you like best about the product?
Ease of use, possibility to share recordings via links conveniently, translations of notes, integrations
What do you dislike about the product?
Requires a license to share a recording as a record (not via link)
What problems is the product solving and how is that benefiting you?
Recording calls and meeting notes taking via multiple platforms - MS Teams, Chime, Hangout, Zoom, etc.
CI and RI at it's best
What do you like best about the product?
Easy UI and valuable insights.
You can understand sales cadence and missed opportunities in a sales cycle and identify points of failure
What do you dislike about the product?
It has to be set up right to be succesful and that means integrating with the right tools. A necessary piece of work
What problems is the product solving and how is that benefiting you?
Gong identified where deal could go awry.
We can be more pre emptive
So helpful!
What do you like best about the product?
Gong is a really helpful way to have notes taken for you during a call so that you can focus on listening and participating in the call instead of spending your time jotting down every note. Not only is the call recorded so that you can go back and review anything you may have missed, Gong also will send a follow up email after your call with the key points as well as a generated list of next step action items, which is so helpful for sending follow ups to clients after calls.
What do you dislike about the product?
Gong has another virtual "member" join the call as a notetaker, unlike Gemini, which may be a bit confusing to clients at first.
What problems is the product solving and how is that benefiting you?
Productivity, note taking, insights on how I participate during calls
