Enhances Call Review and Collaboration Effortlessly
What do you like best about the product?
I enjoy using Gong for its call briefs that provide a comprehensive recap, highlighting key points and delineating next steps clearly. This feature is immensely helpful in allowing me to quickly scroll through large amounts of call data to find relevant sections without missing critical information. I love how Gong enables me to look back at call participants and share recordings with customers effortlessly. The ability to send call snippets to ProductBoard is another feature I greatly appreciate, which facilitates smooth collaboration with the Product team. The AI-powered highlights are a time-saver, accurately identifying and extracting necessary information, which means I don't need to manually sift through extensive call details. Gong integrates seamlessly with Teams and Zoom, providing auto-recording capabilities that enhance my workflow. Its integration with ProductBoard is invaluable for including customer calls in feature suggestions. Overall, the software speeds up the collection and sharing of information, making it a fantastic tool in my daily operations.
What do you dislike about the product?
Sometimes it doesn't track all the participants on a call. It would be helpful if that data could be cleaner and easy to access. Just make sure each person that joins is tracked and their name and email are logged and can be later accessed.
What problems is the product solving and how is that benefiting you?
I use Gong to track customer information, brief on customer history, and share call recordings. AI-generated call highlights save me time by outlining key points and next steps. The integrations with Teams, Zoom, and ProductBoard enhance my workflow and collaboration.
Smooth UI, Great Sales Tool with Minor Lag
What do you like best about the product?
I really like Gong's user interface; it is the smoothest I've encountered compared to other tools. It was the quickest for me to get accustomed to, which made the transition seamless. The 'to do' section is particularly valuable as it allows me to filter specific tasks, ensuring that I reach out to exactly the people I want to connect with. This specific feature streamlines my workflow and ensures effective communication. The integrations with Dialpad and Salesforce work great, enabling a cohesive operational ecosystem. Additionally, the setup process for Gong was exceptionally smooth and easy, having us up and running in just a week or two.
What do you dislike about the product?
I noticed that the Gong interface slows down and gets kinda laggy at certain times, especially when I'm running multiple flows with a lot of contacts spread out.
What problems is the product solving and how is that benefiting you?
I find Gong helps keep my contacts organized, creates tasks for follow-ups, nurtures relationships, and tailors communication flows to different personas efficiently.
Boosts Productivity with Efficient Call Management
What do you like best about the product?
I really appreciate Gong’s capacity to allow me to easily find old calls, which is helpful for retrieving and reviewing previous conversations. The ease of searching through transcripts and being able to watch recordings quickly is another standout feature for me, as it saves time and effort. These features are significant productivity enhancers, enabling me to focus on strategic initiatives without being bogged down by the need to write down and memorize numerous key details. This enhances my overall workflow and efficiency by keeping me strategic and productive during actioning phases.
What do you dislike about the product?
I find it challenging when I forget to add Gong to a call beforehand, making it hard to include Gong once the call has started. Additionally, if I'm not the host of the call, Gong sometimes fails to join automatically, despite the meeting being on my calendar. This leads to missed recordings, forcing me to revert to more traditional note-taking methods.
What problems is the product solving and how is that benefiting you?
I use Gong to transcribe calls and take notes, capturing details for future follow-up. It enhances productivity by allowing focus on strategic initiatives without memorizing details, and finding old calls and transcripts is easy, boosting efficiency.
Helpfull tool in a busy and fast changing world.
What do you like best about the product?
great to capture action items and keep track of requirements and discussion details
Also really helps when different attendees have different accents which can make it difficult to interpret or keep up with complex discussions.
What do you dislike about the product?
if Gong as mistakenly ejected from a meeting it can't be invited to re-join
What problems is the product solving and how is that benefiting you?
helps capture requirements
helps with action items
helps review calls days or weeks after they took place
Essential for Onboarding, but Manual Organization Can Be Tedious
What do you like best about the product?
As a new employee (Account Manager), Gong has been critical in my onboarding efforts. It's not only given me an entire library of call recordings separated by account and rep to prep for my sign off of mock demos, but it's also given me extremely detailed notes on each of the accounts that are in my name. I like this best about Gong as it's given me confidence to show up in my role knowing the inner workings of how my clients utilize our product (particularly given there are many ways to use it). I use it every day to uncover notes and watch my colleagues recordings to come up with ideas that make sense in my own workflows.
What do you dislike about the product?
There is a manual nature to using the platform specifically as it relates to segmenting calls and making folders for onboarding. It requires other reps to be diligent about what calls (demos, renewals, etc.) make sense to include in trainings and there is another layer of manager approval to keep these calls up to date.
What problems is the product solving and how is that benefiting you?
This tool addresses the challenge of manual onboarding and the lack of detailed notes from client conversations. It automatically takes notes and lets me use AI to ask questions about what is working well or why clients appreciate the platform they are using. With these notes, I am able to have more meaningful and productive discussions with my manager, colleagues, and clients about the status of their accounts.
Great for Post-Meeting Notes, But Intro Needs Improvement
What do you like best about the product?
outlined notes post meetings are very helpful
What do you dislike about the product?
intro it makes at beginning of meetings not the best in my opinion
What problems is the product solving and how is that benefiting you?
It is helping me prep better for future meetings and allowing me to analyze key points discussed, etc.
Call Recording Makes Gong Easy to Recommend
What do you like best about the product?
I find Gong incredibly valuable for its call recording feature, which is the centerpiece of my positive experience with the tool. This feature allows me to listen to my past calls, which in turn helps me to improve my skills in offering and proposing to clients, thus enhancing my performance. The setup process was not difficult, which made the transition smooth. I also appreciate the general quality of services provided by Gong, which gives me confidence in considering it again in the future. Additionally, the integration with SFDC ensures a seamless workflow, further bolstering the efficiency and effectiveness of using Gong in my workplace. Overall, Gong provides good services that meet my needs effectively, and I rate it an eight out of ten for recommendation.
What do you dislike about the product?
nothing
What problems is the product solving and how is that benefiting you?
I use the product to review past calls, improving my client proposals and offers.
Has saved time by generating summaries and follow-up emails after calls
What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been using Gong for four years.
What do I think about the stability of the solution?
Gong is pretty stable, and I have not experienced any downtime or technical issues.
What do I think about the scalability of the solution?
Gong has definitely been scalable with our needs.
How are customer service and support?
I have never needed to contact customer support for Gong.
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 before Gong.
What was our ROI?
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.
Which other solutions did I evaluate?
I did not evaluate other options before choosing Gong.
What other advice do I have?
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.
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.
