CallRail vs. Gong

This is great software for differentiating where phone traffic is coming from. Whether it's paid/organic search, you can see exactly where the calls are coming in from. I'd love to see them add text/SMS features in the future, but it does what it claims. I'd also like to see more CRM integrations, but not sure that other users share the same sentiment

Incentivized

It is well suited for sales teams, definitely, but any customer-facing role where an employee will be on the phone a lot with clients. Due to the AI functionality, this is a super helpful tool for coaching, accountability, and streamlining your processes. It is less appropriate for team members who aren't having client calls or those who mostly host internal calls.

Incentivized

• Tracking phone calls first & foremost! Being able to have a running tally of the phone calls made and listening to the recorded calls throughout the month and providing that information back to our clients is vital!
• Their UI is exceptionally easy to use & navigate. This is important when we have many clients running at the same time and we are able to always determine what report is for which client.
• The ease of setting up a brand new client & their tracking phone number is fantastic! Saves a lot of time when it walks you through everything you need to know & do step by step.

Incentivized

• Transcribing the meeting. Audio to text.
• Creating meeting summaries that include key follow-up points.
• AI for a user to query the meeting to get key information.
• Breaking down the meeting by the speaker for ease of search and navigating through the meeting.

Incentivized

• The integration with Hubspot is not as seemless as I would have liked. We had an issue where a person who was already in Hubspot called in, and their contact information was not matched to the caller ID correctly which created some duplicate entries. A little bit of a bummer, but from what I understand they may have fixed this. We had to stop using them for a little while because our outsourced sales team was more confused by adding CallRail, so we'll be re-implementing this once our new sales team is fully trained. Hopefully the record miss-match issue gets fixed.

Incentivized

• sometimes the call will say the wrong contact is speaking. Adding to 'Jims' talk time when it was actually 'John' speaking
• The transcript can be missing some info or mis-dictating what was actually said
• it can be hard to lookup certain calls, sometimes a call won't be under my name even though I booked and ran the meeting

Incentivized

We love Gong and our customers like it too. We can bring additional value by being to provide a dialogue of all our customer conversations.

Incentivized

The platform is easy to use and we really don't have any complaints with using it so far. The information is invaluable for clients that rely on phone calls to drive more business. Not much negative to say about it at this point. We're actually really happy with it so far and the cost is manageable.

Incentivized

Seamless, easy to understand and get around without much research. Between the simplistic options and the fluid layout, I easily got in the tool on day one and found value. I did not need onboarding calls as an end user to easily take advantage of the platform. Which when you have 20+ accounts to manage, time is important.

CallRail support normally gets back to us pretty quickly when we submit a ticket and they have a good knowledge base for common questions. I've heard mixed reviews from other local marketing agencies that use this tool, but overall in my experience, support has been knowledgeable and quick working through our problems.

Incentivized

I give them a 10 because, I have been using Gong for over a year now and have never had issues or concerns go un resolved in a day or two. Their communication is impeccable and their tech support is very hands on and prompt

Incentivized

This is nothing something I'm able to answer

Incentivized

Callrail has a very seamless and easy to use Dynamic Number Swap function. In other call tracking that we looked into the integration was either not as easy to use or required much more work to implement. Setting up CallRail has been so easy even our entry-level employees need very little training to master the platform.

Incentivized

Zoom has great integrations and summary tools. There is less insight at the company level, whereas Gong is built to give insight across the customer journey. Zoom pushes to Hubspot nicely, but Hubspot doesn't have the capabilities to organize this data at the company level in the way that Gong does. You can piece together the call recording features, but you can't replace the level of insight that Gong offers at the company level by leveraging call data

Incentivized

I was not involved with the process

Incentivized

I was not involved with the process

Incentivized

• It is useful to monitor our calls weekly. We can give our employees feedback on the quality of the calls which helps our overall sales and conversions.
• By knowing which campaigns perform best, we can shift our budget to target those campaigns specifically which saves us revenue and increases sales.

Incentivized

• Has provided the ability to refer back to calls and actual hard evidence than guessing what was said on calls based on memory
• Increased alignment across sales, cs, and management providing call summaries and recordings as a single source of truth.
• Has increased cross team collaboration allowing CS and PM teams to work directly together by sharing call recordings and getting right to the specifics of what was said during the meeting as opposed to lengthy response times trying to find the capacity to share details manually with one another; now we just share the specific section of the recording and can continue on with our individual priorities.