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.
The single source of truth for our customer conversations.
What do you like best about the product?
Gong provides us with an objective perspective on what our prospects and customers genuinely require. By examining each customer interaction, it enables our revenue teams to spot important trends, refine our messaging, and, in the end, secure more deals. For any team that interacts with customers, it is truly an essential tool.
What do you dislike about the product?
So far, I haven't found anything to dislike—I like everything about it today.
What problems is the product solving and how is that benefiting you?
This platform serves as the single source of truth for all our customer conversations. It allows me to monitor my sales skills and review how each conversation unfolded. Additionally, it makes it easy to send clear and concise recap emails.
Gong: Great for Insights, Unforgiving for Mistakes
What do you like best about the product?
Gong captures what’s really going on over the course of the 30-60 minute customer adventure. And then, it packages everything up in a nice little summary overview with key notes & action items.
What do you dislike about the product?
Gong captures what’s really going on over the course of the 30-60 minute customer adventure. And then, it packages everything up in a nice little summary overview with key notes & action items. HA!
Meaning…if you were off your game or just completely flop, there it is for all to see!
What problems is the product solving and how is that benefiting you?
Gong helps us improve the way we meet and helps drive post-call outcomes.
User-Friendly and Efficient, but Needs Dark Mode
What do you like best about the product?
I use it a lot and fine it very user friendly, helps make notes so you don't have to go back and listen to whole calls for some information buried in the middle of it.
What do you dislike about the product?
I wish there was dark mode for gong. Besides that it's an amazing product.
What problems is the product solving and how is that benefiting you?
For long or even short conversations, making an easy summary and a simplified section of notes so myself or other SDRs don't spend too much time skimming calls for relevant information.
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
Fantastic Product & Experience using Gong for training & note taking.
What do you like best about the product?
Gong makes my life easier as an AE. It automatically records and transcribes calls, so I can stay focused on the conversation instead of taking notes. The search and keyword tracking features are great for finding past deals or competitor mentions fast. I also like how easy it is to share clips with my manager for feedback or highlight good moments with the team.
What do you dislike about the product?
Sometimes the call transcription misses words or adds filler that I have to clean up later. The interface can also feel a bit cluttered when you’re trying to find one specific call in a long list. Nothing major—just small usability things.
What problems is the product solving and how is that benefiting you?
Gong helps me stay present on sales calls without needing to take notes throughout the call - this helps me build a deeper connection with the prospect and allows me to focus on the conversation instead of taking notes.
Best tool for relationship management especially with cross functional team
What do you like best about the product?
Easy to use, easy to understand, Gong AI is fantastic for concise summaries, follow-up email automation. Frequency of usage is daily
What do you dislike about the product?
The gong AI sometimes does not give relevant response
What problems is the product solving and how is that benefiting you?
Keeping track of all communications with the customer. Scoring to revisit and improve the efficiency of sales and customer-facing teams.
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
Excellent Insights and Recording
What do you like best about the product?
Its recording functionality works seamlessly with our team. The insights provided are critical for our success, and it was easy to implement with Salesforce user provisioning and Office 365 connections. It's a daily tool that helps our team succeed, and their support team always has answers when we need them.
What do you dislike about the product?
I wish there was some expansion in the stream creation tool since our team's call titles aren't consistent, but that's not the end of the world.
What problems is the product solving and how is that benefiting you?
We needed actionable insights into our team's calls as they relate to our pipeline and overall team performance. Gong resolves this tenfold with its various capabilities.
It also provides an easy way for leadership to review team calls as necessary.
