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Gong

Score9.1 out of 10

1,149 Reviews and Ratings

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What is Gong?

Gong helps people and companies reach their potential.

The Gong Revenue Intelligence Platform™ enables customer-facing teams to take advantage of their most valuable assets – customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, to empower revenue and go-to-market teams to determine the best actions for winning outcomes.

The vendor boasts companies like Morningstar Inc., Paychex, LinkedIn, Shopify, Slack, SproutSocial, Twilio, and Zillow use Gong to power their customer reality. Gong is a private company headquartered in the San Francisco Bay Area.

Categories & Use Cases

Media

Screenshot of Coach reps into sales superstars. Replicate what works by turning objective, data-based guidance into coachable moments for managers, peer-to-peer coaching, and self-driven improvements — without any drama.
Screenshot of Find the truth in your pipeline. There are risks hiding in your pipeline, deals, and customer interactions. Get true visibility from contact to close so you can address them and call the right forecast every time.
Screenshot of Bet big. And win. Gong’s early insights into what’s working — and what's not — gives your team the confidence to take big-bet initiatives to market successfully.

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Screenshot of Coach reps into sales superstars. Replicate what works by turning objective, data-based guidance into coachable moments for managers, peer-to-peer coaching, and self-driven improvements — without any drama.

Key Features

Learn about the best (and worst!) features Gong has to offer, as determined by TrustRadius' reviewers.
Based on 1,149 ratings of Gong's features
View all features

Top Performing Features

  • Call Recording Playback

    Enables users to listen to recorded conversations for additional context and verification of the transcribed content.

    Category average: 9.5

  • Call Summarization

    Provides a summary or overview of the conversation, highlighting key points and takeaways for quick reference.

    Category average: 8.8

  • Keyword Detection

    Identifies and highlights key words or phrases within the transcribed conversations to help users pinpoint important topics.

    Category average: 8.7

Areas for Improvement

  • Call Tagging

    Enables users to tag conversations with labels or categories for organization and easy retrieval based on specific criteria.

    Category average: 8.4

  • Conversion Metrics

    Tracks and measures conversation metrics such as talk time, silence duration, and engagement levels to evaluate communication effectiveness.

    Category average: 8.4

  • Sentiment Analysis

    Analyzes the tone and sentiment of the conversation to determine the overall mood and sentiment of the participants.

    Category average: 7.8

Reviews

What users are saying about Gong.
View all reviews

THE sales tool for managers and ICs alike.

Trevor KearnsView profile
Account Executive in Sales at Spacelift (51-200 employees employees)

Use Cases and Deployment Scope

As an AE, I use Gong every day, multiple times a day. I love the synchronicity between it and SFDC - all my updates are down out of Gong and at a speed that couldn't be rivaled by doing it directly out of our CRM. Gong keeps me on track and responsible without bogging me down.

Pros

  • Forecast Reviews/Updates.
  • Call Transcription.
  • Synchronicity with CRM.

Cons

  • A history tracker (similar to Google Sheets/Excel) - it'd be nice to see WHO was changing certain fields and when exactly.
  • Dark mode.
  • A quick checklist when getting started to ensure I'm getting the most out of the platform (e.g., Gong Connect, Gong Import).

Return on Investment

  • Time savings to the nth degree - it used to take so long to go deal by deal to update my CRM deals.
  • I'm more focused in my meetings because I know Gong will have my back and enable me to double-check anything I've missed.
  • I can send call recordings to customers with highlights of specific points in our conversations.

Usability

Other Software Used

Anthropic Claude, Notion, Slack, Aligned

Gong Streamlines Account Management Pulls Key Insights From Sale Through Renewal

Incentivized
Marc MeiklejohnView profile
Customer Success Manager II in Sales at BigTime Software (51-200 employees employees)

Use Cases and Deployment Scope

Gong is our system of record for customer conversations. It records calls, pulls out key insights, and helps every single team stay aligned from sale through renewal. As a CSM that has changed books 3 times in one year, Gong has helped me build account plans, account transition documentation, reduce the time it takes to prep for QBRs, and share snippets for product feedback/enhancements to our team. It's a huge time saver for drafting email follow ups and our customers like being sent recordings of trainings that can be used to train their teams.

Pros

  • Provides executive summaries for meeting notes and email follow ups.
  • AI Briefs allow anyone to seek information on a particular customer in a matter of seconds.
  • Scores calls such as EBRs or new business sales calls that can be used by management for coaching.
  • Provides accurate forecasting and visibility to sales leaders.
  • Theme spotter can be used to gather feedback and provide data to management for opportunities we continuously here from our clients.
  • Accurately depict key points from conversations and allows for different brief themes to quickly get the information needed for teammates throughout the organization.

Cons

  • The Gong AI Briefs are tough to build without proper training. A brief is used to dissect a certain theme of data or questions you want answered. Setting these up and the prompts needed for accurate responses I've found challenging.
  • The follow up emails generated out of Gong could be improved. I rely on taking Gong transcripts and putting them into GPT/Claude to get better drafted emails.
  • Navigating between accounts or getting a holistic view of the accounts owned by a particular rep isn't viewable. It takes many clicks to navigate to different accounts.

Return on Investment

  • Time savings. Historically, I had Google Doc note sheets for each client, and it was incredibly time-consuming. With Gong, I let the tool take the notes and help with customer follow ups.
  • Increased collaboration. Rather than sharing notes and meeting, I can send a Gong recording or clip of the conversation that is specific to the business unit I'm working with. This also saves time.
  • Increased visibility into our customer accounts. We have quarterly account reviews and have been tasked with making account plans for every customer. Using Gong and Claude, this is done in seconds as opposed to hours.
  • Better accountability. It also is a system of truth and the recorded conversations hold resources accountable.
  • Improved conversations, the coaching ability helps us understand how we can improve in our meetings and is good training for objective handling.

Usability

Other Software Used

Anthropic Claude, ChatGPT, Salesforce Agentforce Marketing, Vitally

Gong the Sales Engagement Tools of Tools

Incentivized
Nathan SultemeierView profile
Director of Revenue Opertaions in Finance and Accounting at Zerofox (501-1000 employees employees)

Use Cases and Deployment Scope

We use Gong for call recording and to review calls, deals, contacts, and accounts. We also leverage Gong’s AI call scoring, Trackers, Smart Trackers, and AI analysis to gain a more complete view of the customer and the deal lifecycle. In addition, these capabilities help us evaluate rep performance and better understand how sellers are engaging with customers and prospects.
Today, we have about 300 users on the platform. Many of those users take advantage of Gong’s free Collaborator licenses, which are especially valuable for teams like Product and Marketing that primarily need access to listen to calls and review customer conversations.

Pros

  • Call Recording
  • Call Analylsis
  • Sales Related Activities
  • Intergrating with Salesforce
  • AI Briefings
  • AI Sales Methodology Tracking (MEDDIC, Sandler, Challenger)

Cons

  • Price
  • Forecasting
  • Looking at a users full book of business

Return on Investment

  • Time savings
  • Deeper customer discovery
  • Better alignment with deals
  • Better understanding of our sellers
  • Greater sales enablement

Usability

Alternatives Considered

Chorus by ZoomInfo, Salesloft, Otter.ai and Clari

Other Software Used

Salesforce Agentforce Sales, ZoomInfo Sales, Anthropic Claude, Clari, LinkedIn Sales Navigator, Conga Composer, Google Drive, LeanData, Cloudingo

Critical tool for any company selling or doing business virtually

Incentivized
Taylor ForbushView profile
Account Executive in Sales at Consensus (201-500 employees employees)

Use Cases and Deployment Scope

We use Gong largely for being able to review call recordings across our revenue team. The problems it solves for me specifically is taking notes for me while I'm speaking for a customer so I can focus on them and not worry about having to remember all the information they shared with me. I also use Gong's AI to ask it questions about a deal by searching through all my conversations with that deal. This helps save me tons of manual time digging in to find that information manually.

Pros

  • Giving me recommendations on next best actions of a deal I ask the AI
  • Recording my calls and making information easy to find afterwards
  • Search functionality so if I want to review other sales reps' calls about a specific topic, I can easily find calls where they talked about that with a customer for me to learn from.

Cons

  • Personally I don't find the call scorecard to be very accurate
  • There isn't much generative AI built into the tool. I would love the ability for Gong to help me build a business case for example using call transcript information.
  • I would love to see Gong proactively give me more actionable recommendations for next steps on a deal

Return on Investment

  • Time savings in creating business cases and follow up emails
  • Increased revenue by being able to tailor my selling better to prospects

Usability

Alternatives Considered

Fathom AI

Other Software Used

HubSpot Sales Hub, LinkedIn Sales Navigator, Consensus, Cuvama, trumpet, Anthropic Claude

Great Product

Incentivized
Liam CollinsView profile
SDR in Sales at Kojo (51-200 employees employees)

Use Cases and Deployment Scope

As a sales department we use Gong daily to review calls and to structure new sales strategies and make sure our reps are broadcasting out message properly. Gong is also a helpful tool to look back on past calls and pick out relevant information using their AI tool. It's completely changed the game for us with our outreach.

Pros

  • Call recordings
  • AI features
  • lots of filters
  • very organized

Cons

  • I see zero room for improvement for Gong

Return on Investment

  • time savings
  • increased revenue
  • sales training

Usability

Other Software Used

Slack, Outreach, Nooks

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