External reviews are not included in the AWS star rating for the product.
My main use case for Gong involves call recordings, transcripts, and follow-up emails.
Gong records all of my conversations, so I can easily go back to those conversations in case I missed anything or need to follow up accordingly. Gong will automatically send me transcripts, highlights, and overall summaries of the calls I have, as well as follow-up emails that I can then use.
I enjoy that Gong easily summarizes my calls and call notes, so I can easily action them for my accounts after the call.
The best features Gong offers include the fact that it summarizes my calls, AI-generated follow-up emails, and overall call notes.
The AI-generated follow-up emails help me in my day-to-day work by definitely saving time and helping my overall workflow, as opposed to me having to go back into the call and listen to it again or read the transcripts before creating a follow-up email. This already has it ready to go as soon as the call is done.
Gong has positively impacted my organization by definitely saving time, as we have a very big focus on utilizing AI. AI-generated follow-up emails and summaries definitely save me time, and the fact that we can take snippets and share them, whether internally or externally from the call, is seamless and rather simple.
I chose a nine for Gong because I think there's always room for improvement. Even if I can't pinpoint exactly what it is, I wouldn't say any product is perfect, so I'm sure there are ways to improve Gong. If I knew exactly how, I would love to share.
I have been using Gong for four years.
Gong is pretty stable, and I have not experienced any downtime or technical issues.
Gong has definitely been scalable with our needs.
I have never needed to contact customer support for Gong.
Positive
I did not previously use a different solution before Gong.
I am not involved in measuring the ROI from this particular product, but I can say that I personally benefit in time saved in my workflow.
I did not evaluate other options before choosing Gong.
I would say Gong has helped me save a noticeable amount of time compared to my previous workflow and has made collaboration easier.
My advice to others looking into using Gong is that I think it's very useful, very helpful, very efficient, and will definitely help save time.
I rate Gong a nine out of ten.
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.
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.
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.
I've been working at the company for seven years.
I haven't had any issues with Gong's reliability.
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.
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.
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.
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.
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.
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.
I have been working in my current field for five years.
Gong has been stable; I can't remember a time where we had significant downtime.
Gong's scalability has been fine; there are no issues there as my organization has grown.
I haven't had to reach out for customer support often; when I have, it's been okay.
Neutral
I did not previously use a different solution.
My experience with pricing, setup cost, and licensing seemed in line with the market.
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.
Since I joined the company, I have not evaluated other options before choosing Gong.
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.