Gong
Gong.ioExternal reviews
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A necessary tool to increase transparency across your organization and increase your skillset
What do you like best about the product?
Gong has a variety of features to help you evaluate your calls, rather than just keeping a simple recording of it. The stats it tracks and the metrics it gathers relative to your colleagues along with what they recommend adds a great feedback layer within the tool itself. The ability to easily tag a user and see the other conversations colleagues are having with customers is invaluable and has added a new level of transparency for our company.
There's also a tracking element where you can identify certain words or phrases to aggregate different themes in your calls. You can also use words like "follow-up" that would be mentioned in a call to trigger a reminder email to you to remember to follow up with whoever you were speaking to.
There's also a tracking element where you can identify certain words or phrases to aggregate different themes in your calls. You can also use words like "follow-up" that would be mentioned in a call to trigger a reminder email to you to remember to follow up with whoever you were speaking to.
What do you dislike about the product?
Gong does rely on automated transcription to capture themes and that does affect how it measures the various stats it captures. While it's mostly helpful it can definitely be improved. The overall style can also be improved to look more professional. I'm not sure why there are kids with test tubes on the website.
What problems is the product solving and how is that benefiting you?
Gong gives everyone insight into what our customers are saying. It has helped our sales teams coach employees to improve their interactions and it has helped our product team to easily monitor customer feedback. Overall, transparency has increased as it has further integrated various teams of our company.
Recommendations to others considering the product:
Integrate it with your conference calling software and give access to everyone across your org to further enhance cross-team collaboration
Great tool for communicating and coaching
What do you like best about the product?
The ability to have an intelligent conversation software that I can use. I love using the point of interest feature and look at tracker words, these are specific words that I am looking for to notate if clients or reps mention.
What do you dislike about the product?
The learning curve can be steep, there is a lot of features to learn and implement if you are really wanting to use all its capabilities.
Half of our team has not implemented this tool yet, some of my reps do not know how to truly utilize its features. it takes time.
Half of our team has not implemented this tool yet, some of my reps do not know how to truly utilize its features. it takes time.
What problems is the product solving and how is that benefiting you?
The ability to look at communication and dice parts that are relevant withing seconds. The ability to share transcripts with my reps for coaching purposes or to my clients.
Also, the fact that it gives me some analytics and best practices for training purposes.
It has created a culture of awareness and transparency within the team, they have embraced the fact that we will celebrate their approach during calls and talk about things that we can improve on. We even have a 'gong call" section for our weekly team meetings that we share a snippet of a call and we talk about the good and the bad and talk about the takeaways and things we will implement in the future.
Also, the fact that it gives me some analytics and best practices for training purposes.
It has created a culture of awareness and transparency within the team, they have embraced the fact that we will celebrate their approach during calls and talk about things that we can improve on. We even have a 'gong call" section for our weekly team meetings that we share a snippet of a call and we talk about the good and the bad and talk about the takeaways and things we will implement in the future.
Recommendations to others considering the product:
This is definitely a great tool to track communication performance and effectiveness. It will take some time to get comfortable with it, but it's definitely worth it!
Perfect way to ensure calls are compliant
What do you like best about the product?
The ability to search keywords greatly improves confidence that your sales team is on the right track and is saying the right things, and not using terms or phrases that are not compliant with industry standards or regulations. The interface is intuitive and easy to use. The transcription also allows for faster process of key areas that have be identified by Gong's native machine learning. I love the ease of recording calls so I can go back and listen to my own abilities, as well as the performance of my team.
What do you dislike about the product?
While listening to conversations, you can't start listening in the middle of a lengthy explanation, you have to start from the beginning of when someone begins speaking. This is a relatively minor issue since most of the time, starting from the beginning of the sentence is usually preferred.
What problems is the product solving and how is that benefiting you?
Have saved countless hours in reviewing calls, because Gong makes it possible to achieve quality control by keeping you from having to listen to calls/parts of calls that are not relevant to review. I would rate my overall experience with Gong a 10. It is solving the problem of reps being distracted on calls trying to talk to clients, fully listen, and also take detailed notes. Has also been a great resource for our new hires to review and watch demos.
Recommendations to others considering the product:
If you are adding new people to the team, this tool is a must for making sure the new sales people are on the right track and can really aid in individual success.
Gong Review for Account Executive Sales Analytics
What do you like best about the product?
Gong is extremely efficient in working with a variety of CRM's to record and breakdown phone calls to identify effective trends for the sales process.
What do you dislike about the product?
Very specific metrics for account executive role, with limited capabilities for sales development roles.
Small issues with accurate voice to text capabilities.
Small issues with accurate voice to text capabilities.
What problems is the product solving and how is that benefiting you?
Solving the issues of sales call inefficiencies by identifying group trends.
Gathering data on effective sales lingo that relates to higher conversion rates.
Gathering data on effective sales lingo that relates to higher conversion rates.
Recommendations to others considering the product:
Gather a large sample size of data with a large group of users to have a better understanding of effective and ineffective trends. Receive regular email updates from Gong that provide sample calls with data.
Gong is a life saver
What do you like best about the product?
Pretty much everything but mainly how it breaks down calls into my main topics so I can quickly look back and see what we talked about, whether it be pricing, integrations, etc. I also like that Gong has an app so I can listen in my car or on the go.
What do you dislike about the product?
Nothing yet, it meets every one of my standards
What problems is the product solving and how is that benefiting you?
I take 5-10 demos a day, usually back to back. By the time I have a moment to write follow up emails, I have completely forgotten about what we talked about 3 hours ago. Gong gives me the ability to look back into the call and easily pick out the information I need.
Recommendations to others considering the product:
I highly recommend Gong for many reasons. One to be able to have all your calls digitally in one place that you can always look back at. It is also amazing for call intelligence, whether you want to break down call metrics or directly go to the point in the call where you are looking for specific information.
How Gong has made me a better presenter
What do you like best about the product?
The AI capabilities allows me to streamline and improve my call references. This helps me save a lot of time and give me the opportunity to get on the phone more often.
What do you dislike about the product?
Gong is an excellent application with a simple UI platform, nothing I dislike.
What problems is the product solving and how is that benefiting you?
How to become a better salesperson by analyzing my talk to client time ratio, keywords, etc.
Recommendations to others considering the product:
The more you use Gong the better it gets with AI and analytics.
Great tool far beyond sales
What do you like best about the product?
The automated recording of calls makes it a must for any client-facing team, letting you focus on what's going on and having a normal conversation instead of trying to write down everything that it's shared. This is huge especially with shared screens as the recording will show you all the clicks and pop-ups on screen, which is a great asset for Customer Success, Professional Services and Support agents troubleshotting.
Our dedicated CSM has also been a fantastic partner, helping us optimize our setup and leverage more features that we hadn't taken advantage of yet.
Our dedicated CSM has also been a fantastic partner, helping us optimize our setup and leverage more features that we hadn't taken advantage of yet.
What do you dislike about the product?
The speech-to-text feature is heavily focussed in English - anything in a different language gets lost, and even when someone with a strong accent is speaking. It's normally better to just listen to the audio.
What problems is the product solving and how is that benefiting you?
As a team lead, I use Gong to see with the team where we need to focus and to provide feedback on how to navigate certain topics and conversations.
Can’t be fustrating but a useful tool
What do you like best about the product?
Ability to compare with colleagues on meetings/calls
What do you dislike about the product?
Gong is automatically synchronised to all meetings which can be intrusive
What problems is the product solving and how is that benefiting you?
Ability to compare with other sales memebers and standardise what good looks like
Recommendations to others considering the product:
Be ready to be very transparent on all meetings
Exceptionally useful tool for video calls
What do you like best about the product?
The ability to concentrate on my call and save time when troubleshooting with clients instead of having to concentrate on compliance tasks. It lets me solve problems faster and concentrate on delivering the best customer service
What do you dislike about the product?
There isn't a good indication when the bot has stopped recording other than to turn off the video conference.
I would like a way to designate a hard stop for the bot if I need to continue a discussion with a colleague
I would like to create custom conversation segments and train the bot on how to recognize them, like troubleshooting time or customer feedback.
The NLP isn't quite where it needs to be for distributable transcripts.
There need to be more manual options so that I can train my instance to recognize different sections of the conversation, I'd like to tell the learning part if it made a mistake on the "next steps" section and designate a "small talk" section that it may have missed
There needs to be a way to obscure sensitive data from a screen share, lacking this feature creates a security vulnerability
I would like a way to designate a hard stop for the bot if I need to continue a discussion with a colleague
I would like to create custom conversation segments and train the bot on how to recognize them, like troubleshooting time or customer feedback.
The NLP isn't quite where it needs to be for distributable transcripts.
There need to be more manual options so that I can train my instance to recognize different sections of the conversation, I'd like to tell the learning part if it made a mistake on the "next steps" section and designate a "small talk" section that it may have missed
There needs to be a way to obscure sensitive data from a screen share, lacking this feature creates a security vulnerability
What problems is the product solving and how is that benefiting you?
I can review my solutions and build a customer service library that I can educate other customer success agents with.
It gives me confidence that anything said on a call can get backed up with evidence.
I can get feedback on how the call went without having to include tens of people on the call to listen in.
It gives me confidence that anything said on a call can get backed up with evidence.
I can get feedback on how the call went without having to include tens of people on the call to listen in.
Recommendations to others considering the product:
Definitely pick up Gong if you find yourself stopping calls frequently to take notes or can't remember a specific action item from a meeting.
Gong is awesome, it has truly helped us improve our calls
What do you like best about the product?
Being able to easily leave comments throughout the call
What do you dislike about the product?
Sometimes too many email notifications daily
What problems is the product solving and how is that benefiting you?
We are able to give real call coaching by utilizing Gong and it has helped our customer success managers with the beat feature
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