Gong

Score9.1 out of 10

1,170 Reviews and Ratings

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Gong

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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.

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: 8.9
Keyword Detection
Identifies and highlights key words or phrases within the transcribed conversations to help users pinpoint important topics.
Category average: 8.8

Conversion Metrics
Tracks and measures conversation metrics such as talk time, silence duration, and engagement levels to evaluate communication effectiveness.
Category average: 8.4
Call Tagging
Enables users to tag conversations with labels or categories for organization and easy retrieval based on specific criteria.
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: 8

Most Frequent Users

Top 3 industries using Gong.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Information

43.0%

1,354 installations of 3,149

“The accuracy of Gong has never been questioned.”
— Customer Success Manager II, BigTime Software

#2 most frequent

Professional, Scientific, and Technical Services

22.5%

710 installations of 3,149

“Time savings to the nth degree - it used to take so long to go deal by deal to update my CRM deals.”
— Account Executive, Spacelift

#3 most frequent

Finance and Insurance

7.5%

236 installations of 3,149

“I initially used Gong simply to record calls and help on note-taking. It is an excellent solution to both of those challenges - in particular the AI for summarizing not only calls, but complete accounts is astonishingly good.”
— Regional Sales Manager, Vena

Pros

Automated call recording and retrieval for customer and internal conversations.
AI-driven summarization of calls, highlighting key discussion points and next steps.
Provides actionable insights for sales coaching, understanding customer behavior, and closing deals.

Cons

AI-driven summaries and transcriptions can be inconsistent, especially with technical jargon or accents.
Desire for more advanced generative AI features, including improved context understanding for follow-up emails.
Search functionality is sometimes cumbersome or ineffective due to transcription inaccuracies.

Natalie Hedges View profile

Client success manager in Corporate at Luxury Presence (501-1000 employees employees)

Use Cases and Deployment Scope

My organization uses Gong to log our calls with our clients. We have a lot of client-facing roles like client support and client success. We need a solid platform to track our conversations to use for training purposes, as well as to listen for feedback and for record-keeping. Another great aspect that we like Gong for is note-taking during video calls.

Pros

Gong transcribes/provides AI notes of the calls really well.
Gong automates the logging process, which makes things really nice since it's something that we don't have to have in the forefront of our minds when meeting with clients.
Gong allows me to find several people within my organization's calls and watch them to provide helpful training.

Cons

The search bar lags a bit which has led me to click on the wrong name several times
That seriously is the only thing that I can think of that has bothered me with Gong.
No other notes, which is great!

Return on Investment

This has saved me a ton of time from going in and taking notes manually during my calls that I may accidentally forget.
It has helped me so much with training, as I've learned so much from listening to all of my colleagues' calls with our clients.
It has helped me share ideas with my colleagues from my meetings or help prepare my managers for an escalation call.

Usability

Alternatives Considered

Dialpad Support

Other Software Used

Leapsome, ChatGPT, Slack

Dusti Shaffer View profile

Account Executive in Sales at StackAdapt (1001-5000 employees employees)

Use Cases and Deployment Scope

We use Gong for sales enablement and outreach. This has been a great tool for sales in organizing tasks and to-dos, creating different templates and flows, and tracking activity. Being on the revenue/sales team, this tool is great for keeping me on track with my outreach, as well as providing great insights into my accounts or evaluating my client calls.

Pros

Provides insights into prospects and accounts based on activity.
Helps keep my day focused and streamlined, so I am reaching clients in a timely cadence.
Provides transparency and insight into activities and how they are performing.

Cons

I enjoy the AI features, but feel some of the email AI could be a bit tighter and more personalized given the amount of information and history stored for each client.
Sometimes the auto-emails do not send, and I have to go into those and send manually.

Return on Investment

Gong has saved me a ton of time in streamlining my day and keeping me focused and on task with activities that need to be done daily.
Gong makes it super easy to know exactly where a client/deal is at in the process which helps eliminate unneccesary or duplicative admin work.

Usability

Alternatives Considered

Apollo.io, HubSpot CRM and Salesforce Agentforce Sales

Other Software Used

ZoomInfo Sales, Apollo.io

Nathan Sultemeier View 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

Trevor Kearns View 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

Marc Meiklejohn View 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

Salesloft

Outreach

Chorus by ZoomInfo

Gong

What is Gong?

Categories & Use Cases

Media

Gong Key Features

Top Performing Features

Call Recording Playback

Call Summarization

Keyword Detection

Areas for Improvement

Conversion Metrics

Call Tagging

Sentiment Analysis

Who Buys & Uses Gong

Most Frequent Users

Information

Professional, Scientific, and Technical Services

Finance and Insurance

Most Frequent Users

Small Businesses

Mid-sized Companies

Enterprises

Most Frequent Users

United States of America

Canada

United Kingdom of Great Britain and Northern Ireland

Most Frequent Users

Sales

Customer Success

Marketing

Gong Reviews

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