Gong
Gong.ioExternal reviews
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A Must Have For Referencing Phone Conversations
What do you like best about the product?
The user interface and ability to dial into a conversation just by searching keywords from either the caller or person answering the call. This system makes it really easy to pinpoint parts of a call quickly and efficiently.
What do you dislike about the product?
The website times out after not visiting the page for a few hours. However, I'd say that ranks pretty low on the list of potential complaints.
What problems is the product solving and how is that benefiting you?
Efficiently getting into calls and pinpointing the interest items and being able to use this data while saving time.
Recommendations to others considering the product:
When using Gong be sure to ask a couple of team members what their workflow might be like. Gong makes it easy to find what you're looking for and share it.
Gong is great for Customer Success!
What do you like best about the product?
Gong joins my calls automatically, records and transcribes with impressive accuracy, and then provides reminders to review my calls via email. The best part is that it is easy to review my calls for things that I can't remember or if my notes don't make sense to me later. I love looking at my stats and am working on making some improvements to my speaking (less likes and ums). I didn't realize how much I needed a feature like this!
What do you dislike about the product?
I would love an integration with note-taking software so that I can integrate my notes to the timeline along with calls and emails.
What problems is the product solving and how is that benefiting you?
It's easy to record calls without having to remember to do it manually, I can review calls much more easily than with the native Zoom recording, the stats tell me how I can improve, I get a list of follow-ups that I can check agains my notes, I probably don't even need to take notes so I can listen to my customers better, and I can go back to find out what someone actually said.
Recommendations to others considering the product:
When I first heard of Gong I was nervous because I didn't want someone telling me how to talk with my customers. Now that I'm using it I find it insightful in an objective way that only software can be. Now I wouldn't want to be without it!
Customer Success Coaching Tool Extraordinaire!
What do you like best about the product?
Stats! I love reviewing stats with my direct reports. Depending on the call/meeting type (launch vs webinar vs QBR, etc.) we review all of the juicy tidbits like how often and how many questions they're asking, are we spending a little too much time on 'small talk', and how can we improve our 'patience' by talking less and not interrupting our customers. The team now shares stats with each other and is studying who does what best in order to improve as an overall team. Can't get enough.
What do you dislike about the product?
Perhaps Gong is able to do this and I just don't know yet, but I would like to organize the calls based on type of meeting so a call like a webinar doesn't heavily impact their stats. For example, during a webinar I expect the CSMs to do nearly all of the talking except for Q&A at the end, which then places them outside of the recommended range for some topics like monologue and interactivity.
What problems is the product solving and how is that benefiting you?
Coaching, coaching, coaching! I did not have time to listen to calls often before we implemented Gong, but now I can listen to them whenever.
I love this tool
What do you like best about the product?
Gong, makes everything easier - its easier to follow up with a client - send them the call recording and some notes, its easier to ask for advice on situations - send a manager or coach your call, its easier to work with solutions - send them the discovery call so they are completely up to date, its easier to onboard new people - send them calls to help them learn.
What do you dislike about the product?
There is actually nothing I dislike on this tool.
What problems is the product solving and how is that benefiting you?
Saves times and helps us scale the team really fast. Its a great learning resource for new hires
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 is an invaluable selling tool
What do you like best about the product?
I love everything - the ability to replay calls is probably my favorite piece - I also love being able to see how my metrics align with best practices, being able to skip around to different areas of call, ability to watch at 1-2x range of speeds, being able to hear cross-business partner calls w/ the same client. Ability to share link with prospects to share with anyone on their team who missed a meeting.
What do you dislike about the product?
Nothing comes to mind - I suppose the transcript of call is generally not 100% accurate. And it'd be nice to know who opened a link to a recorded call (vs just being informed the link was opened) as well as details on how much/which parts they actually watched.
What problems is the product solving and how is that benefiting you?
improved call quality
Helpful & Reliable!
What do you like best about the product?
The recording software is great and incredibly reliable. The call transcripts come in handy as well! All in all I think it is a great software.
What do you dislike about the product?
Not much I don't like about it! There was a glitch not long ago where the recording services was down but other than that it has been nothing but reliable.
What problems is the product solving and how is that benefiting you?
I like that it analyzes the sales calls that I have and they give their advice and insights.
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.
Making Follow Up Emails Easier
What do you like best about the product?
The best thing about gong is being able to see topics covered in the recordings. After each call, I send a follow up of items discussed or pending topics to our customers. Instead of having to scribble down notes during a call, I can trust that the recording will have everything I need so I can focus on the current call with the customer.
What do you dislike about the product?
There is not much I dislike at all. One area of improvement could be the transcripts as words can be off but I do understand its difficult to be exact.
What problems is the product solving and how is that benefiting you?
Having accurate detailed notes for each call now that everything is recorded. I can focus more on my meetings and follow-ups without having to worry about taking notes.
Great call coaching resource
What do you like best about the product?
The ability to capture your screen, navigate through calls effortlessly, review all your calls, team calls & the whole organisation calls. Its a great call coaching tool, especially when you can listen and view calls straight from your smartphone.
What do you dislike about the product?
The transcripts need a bit of work capturing the correct wording, but I'm assuming this is because of my Aussie accent.
What problems is the product solving and how is that benefiting you?
Being able to view calls & screen movements of my peers is a major benefit, it shows what others are doing and saying. This allows me to utilize the information on my future calls.
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