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Gong

Gong

Overview

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,…

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Recent Reviews

Great Tool for CSMs

9 out of 10
November 16, 2023
Incentivized
I used Gong to record and document customer trainings. It was incredibly helpful to go back and be able to search through the transcripts …
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Listen to Gong!

8 out of 10
July 13, 2023
Incentivized
We use Gong for:
Making Calls to client and recording them.
Coaching by listening to calls.
Listening to Calls.
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Gong fangirl

10 out of 10
July 13, 2023
Incentivized
We use Gong to record customer-facing calls across our sales org for coaching purposes. We use it for renewals calls, presales, and demos. …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

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Video Reviews

9 videos

User Review: Gong Works To Track Customer Interactions For Better Customer Relations
02:01
Gong Review: Gong Utilizes Customer Tracking To Increase Revenue
03:35
Gong Review: Gong Is a Useful Tool For Sales Reps In Reviewing & Tracking Interactions
03:00
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Pricing

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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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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What is CallTrackingMetrics?

CallTrackingMetrics is a call tracking solution for all online and offline channels with real-time reporting and intelligent routing.

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Product Details

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.

Gong Screenshots

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.

Gong Videos

Introducing Gong.io
Customer Success Story with Demandbase
Adoption of Gong at Rapid7
Gong Super Bowl Commercial 2022

Gong Integrations

Gong Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported LanguagesArabic, Dutch, English (including accents/dialects), French, German, Hebrew, Hindi, Indonesian, Italian, Japanese, Korean, Malay, Mandarin Chinese, Persian, Portuguese, Russian, Spanish, Swiss, Tamil, Telugu, Turkish

Frequently Asked Questions

Chorus by ZoomInfo, Salesloft, and Outreach are common alternatives for Gong.

Reviewers rate Support Rating highest, with a score of 9.7.

The most common users of Gong are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(812)

Attribute Ratings

Reviews

(1-25 of 443)
Companies can't remove reviews or game the system. Here's why
Ariel Cascallares, PMP | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Gong for every outgoing call either from Sales, Product or Customer Success. The main uses are:

  • Recording the call and registering everything that was said for safekeeping and verifying after the call every action point that was agreed with our customers
  • Reviewing the call as a team and individually to detect areas of improvement in the length of our monologues, the kind of questions we ask, how active our listening was, how much we could empathize with our customers, etc.
  • Detecting The different topics in a conversation and separating the call by these topics
  • identifying areas of improvement
  • making a very thorough summary automatically
  • offering additional tools like setting up reminders for action items, calls, etc
  • I don't really recall anything that I would mention as something that is wrong
Any team that has a direct relationship with a client via a phone or a video call would benefit from Gong. I've worked on sales in the past and these tools are the dream of every leader.

I can't think of a better way to get actual material from our performance to give us a better chance to detect areas of improvement and hone our skillset before our next call.

Even it's super fast. In merely a few minutes after the call you receive an email telling you that the recording is already ready for us to exploit it.
November 16, 2023

Great Tool for CSMs

Score 9 out of 10
Vetted Review
Verified User
Incentivized
I used Gong to record and document customer trainings. It was incredibly helpful to go back and be able to search through the transcripts to find key words or key points of discussion to follow up on. It was also a great place to know who was on the call and it was really helpful to be able to share a link instead of a downloaded recording or google drive file.
  • Auto generated, searchable transcripts
  • Easy to share recordings
  • Great to re-reference discussed topics
  • Ability to easy extend or limit length of time for customer to access recording
  • Accuracy of who's on the call
  • Consistency of connectivity with zoom/gcal
  • Nothing else
Really great for recording and documenting customer calls, it may be less helpful for recordings that should be evergreen (like company trainings for L&D teams that might benefit from using an LMS). If you have a solid book of business, Gong is really helpful and simple to integrate into your onboarding process and it gives both teams resources to reference outside of live calls. It's also helpful to point out any discrepancies without spending and hour rewatching an entire call to find a topic.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Gong to record our Zoom meetings and trainings with clients. We then share the meeting link with the client so they can refer to the training for additional in-house training sessions. We also internally review sales calls and other client related meetings to glean helpful client information. The recordings are also used as internal trainings for our teams.
  • Automated recordings
  • connect with gmail calendar & Zoom
  • easily track views
  • pricing could be more reasonable
Gong is great for sharing internally. It can also be used to share externally with clients but you cannot edit the video before sharing in case there is some information that isn't needed.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Gong to record all our demos with prospects as well as follow ups. This allows us to refer back to the action items if needed. We also share the Gong w/our prospects so they can share it within their company. This helps us to save time and make sure nothing gets missed.
  • Captures what was said
  • Capture action items
  • Supports what the sales rep says to the prospect
  • Easier to grab snippets
Capturing the meeting information to make sure nothing is missed. Reminding me of action items that I need to do or items that I need to send the prospect. I can also review the Gong before getting on the follow up meeting. We also use it for training new employees. Management uses it to give us coaching.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Gong to record our Sales and customer success include implementation process meetings, get insights about those meetings and sync them to other applications such as Salesforce.com and more.
Sales users can see their opportunity pipeline and AI insights about them
  • record meetings
  • transcript of meetings in various languages
  • Find and track call topics
  • understand more languages
  • more accurate transcript of web meetings
Sales coaching and training- Gong can be used to identify and analyze the sales behaviors that lead to success, and to then coach and train salespeople on how to replicate those behaviors.
Sales forecasting and pipeline management- Gong can be used to track the progress of deals through the sales pipeline, and to identify deals that are at risk of being lost. This information can then be used to forecast sales and to make decisions about how to allocate resources.
If the company need is solely for recoding and store meetings this product is an overkill and overpriced.
Alex Pavia | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Gong to record calls and forecast deals. For call recordings reps use it to stay organized on their deals. Managers use it to coach reps and especially ramp new reps. Forecasting is my favorite part as a front line manager. I manage 11 reps and Gong gives me great access to see what is happening with all deals, rather than having to constantly ask reps myself
  • Tracks activity on a deal
  • records calls and key phrases used in calls
  • provides managers with insight into deals
  • tracking agency partners in deals
  • transcibing calls when people talk fast
  • recommendations of what to do in deals
Given how multi-threaded you need to be in deals, Gong provides all the transparency
Pooja Dinani | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Review my calls. Listen in and get updates on my previous calls, work on my shortcomings, learn from others, take pointers and share it with others if the calls went well. And review the calls after years as well. This is such a useful tool. Most recommended to everyone in the industry
  • Call overview
  • Records everything
  • Reporting
  • Focus on goals
  • Objective
  • More detailing on important pointers
  • More numbers discussed
  • No fillers
When it is a service related it’s useful but if it has some information that need not be recorded it’s a waste of time to re listen to everything when just a few important points can be read quickly. Like engineering industry. Service industry it’s mostly used. Telecom, insurance, retail
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gong is good to keep track of important conversations happening in your organization. We use Gong to keep product teams in the know of important account changes. We have our sales team using the product and it has been great to share snippets of those using our sales methodology and for keeping managers informed. It is common for us to share snippets with other internal users and our customers. It has been a bit clunky to learn and gain full adoption, but those who do state that they get a lot of value out of the automated notetaking and being able to see all the related account emails in one place. Deal boards are quite tough for our sales structure, but look as though they are a great fit for many SAAS companies.
  • Recording Calls and Emails automatically
  • Customer Service
  • Conversation feed
  • Deal Boards for more complex sales
  • better transcriptions
  • Improved automation for coaching and reviews
I think Gong would be great for companies with younger associates or subscription related services. I have found it to be valuable for training sessions to provide to customers after the call. I do wish I could filter the feed by internal and external calls, but if you are a seller using this strictly for customer calls it would be a great fit.
Matthew Gardner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gong is our go-to for call recording on Zoom along with playback, sharing, call review, and pipeline analysis based on calls and emails. It provides analytics on stalled deals as well as hosting our training videos internally and allowing for collaborative call feedback and scoring. It has limitless storage and the recordings are great, transcriptions save time, and employees love the automated to-do lists. Update: The new AI notification flags they added are also amazingly helpful to our Sales and CS orgs.
  • Call recording
  • Call analysis
  • Transcription
  • Customer support
  • Pipeline warnings
  • Tracking to-dos
  • AI trackers
  • Hubspot integration
  • Reminders when calls are not being recorded
  • Working without Zoom recorder
Needed: Larger/scaling teams BDR/AE/AM/CSM teams Call review is required Transcriptions are needed Not needed: Small teams of 1-2 Small teams who do not review calls or complete forecasting
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gong.io is used across our whole organization. It allows new employees to pick up our wording, best and worst-case practices without piling up on everyone's calendar. It allows team leads and managers to look at call data and pinpoint places to improve quickly. Most importantly, it allows reps to keep up with their pipeline and see where potential deals went. When it comes time to apply for a promotion, this is the resource that gets our employees there.
  • Call statistics (how much rep talked vs customer)
  • Catching forbidden words
  • Filtering calls for easy reporting
  • Summarizing calls for follow ups
  • More monthly automated reporting options
  • Integration and call recordings appearing faster
  • Sending automated updates on deals based on call sentiment
Easy to use, helps every employee in the company from new hire to the most senior employee. Every sales organization needs this to help make sales reps better. The statistics breakdown of each call is very helpful for managers who can use this during feedback talks. It is truly suited for each stage of the sales cycle.
Paul Scanniello | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
The main use case is customer call recording. We record all calls with customers with Gong and refer back to them regularly to review content and remember next steps. The calls are scraped and transcripted, which makes it very easy to hone in on specific points. Also, we frequently tag other employees for additional help.
  • Call analysis
  • Tagging other users
  • Sharing calls internally and externally
  • Sometimes the transcripts show the wrong words.
  • Shared calls expire too easily.
  • Make it easier to invite Gong recorder to MS Teams calls.
It's very well suited in a sales and customer success scenario. Natural language processing is good with high-level conversations. Also the tool is helpful in finding coaching opportunities, like speaking too frequently and not allowing the other folks to talk.

May be less useful in tech/IT environments, as there may be specific and technical language that may be hard for the recorder to parse.
David Jensen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We used it both to understand promises made during the sales process and to train CSMs on the conversations we were having with customers. It also has been helpful to recall promises made during calls during business reviews. The primary users were managers of CSMs in their effort to provide regular feedback and coaching to their CSMs by revisiting calls with them.
  • Transcript
  • Ability to Search calls by key words
  • Grading calls
  • Pricing is not aggressive
  • Better mass updates for users
Gong is primarily built for Sales teams. We were able to use it well enough for our Customer Success team, but there is definitely significant focus on closing deals and some of the verbiage doesn't align super well with Customer Success needs and focuses. Nonetheless, its primary ability to record and analyze call data is helpful for any customer facing team that wants to improve their calls.
July 13, 2023

Listen to Gong!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Gong for:
Making Calls to client and recording them.
Coaching by listening to calls.
Listening to Calls.
  • Easy to use
  • Easy to navigate
  • Allows a lot of users on at once
  • It crashes often
  • It doesnt hear accents well
I believe for a sales company this is an amazing product. We are all able to be logged in at once. Quick and easy to find a call from any Concierge on our team.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Gong to track key insights throughout our sales calls. It helps us identify how often we are referencing certain topics in won deals, # of contacts needed for a successful deal, and to exemplify how successful deals are ran. <br><br>The tool is also helpful for reviewing previous calls to better understand our customers use case and pain points. This ensures that we are able to continue focusing on those points throughout our future calls.
  • Insights
  • Analytics
  • Tracking
For any individual who regularly interacts with customers on the phone, Gong is an incredibly useful tool to evaluate your previous conversations and identify ways to continuously improve your process.
July 13, 2023

Gong fangirl

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Gong to record customer-facing calls across our sales org for coaching purposes. We use it for renewals calls, presales, and demos. We also use recorded calls in organized folders for training new team members.
  • Organizes calls by team, and team member
  • Transcribes audio
  • Visualize conversations with talk times
  • I would love to see calls transcribed faster
  • Better offline capabilities for listening to calls while away from computer
I really love Gong. I think its a wonderful resource for improving as a salesperson. I love the breakdowns of who spoke and for how long. I also think the resources provided by Gong on outbounding as well as successful discovery calls have been invaluable to my success in sales. I am a huge fan of the product and would recommend it to any company.
July 13, 2023

Vital for Reps

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  1. Coaching and Training - Gong is used to coach reps and train them on particular skills the business is trying to hone in on. It also provides reps and managers with insights into sales calls and therefore reps deals. We use it to identify areas where reps excel or need improvement, and provide targeted feedback and guidance based on data-driven insights from actual conversations.
  2. Forecasting - we don't use this part
  3. Competitive Intel - by analyzing calls, Gong helps us identify trends, patterns, and customer sentiment, which can inform product development, marketing strategies, and overall business decisions. We also gain insights into competitor strategies and tactics by looking at conversations that certain competitors are mentioned.
  • Call Recording
  • Call Analysis
  • Coaching
  • It's a lot to look at
  • Surfacing things to you - like the new GPT integration so you don't have to listen to the whole call - this is money
I have only used it one place and it is vital. We have some transactional sales cycles and some 12 month sales cycles so when you see an opportunity in SFDC it is nice to go back and walk through where/why this fell off.

It also helps me take notes so I can focus on listening and asking questions during the call

Lastly, it helps my manager get notes on my deals
July 13, 2023

I <3 Gong!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
I am a post-sale Account Manager and Gong is one of my favorite tools in our toolstack! It helps me improve how I talk to customers by analyzing my conversations and tracking key words and phrases that I should be saying to help convey value to customers, build relationships, and advance my deals. I work fully remotely, so Gong is SO helpful because I'm able to listen to my team members' calls to get best practices around how they're talking to their customers and I can easily copy and paste messaging that I want to use from the transcription that Gong provides (which is also great for taking any notes I missed from my own calls!). It's also integrated with our email client, so I'm able to easily see which customers I should be following up with based on calls we've had and emails I've received to help move my deals forward.
  • Call transcription - great for note taking on my own calls or grabbing messaging from what my teammates are saying
  • Tracking engagement - tracks customer engagement across emails and calls so I know who I should be following up with to keep progressing my deals forward
  • Gong insights help me understand how my conversations rank against my teammates based on topics that leadership wants us bringing up in our calls to help retain and expand customers
  • None I can think of
Gong is a super useful tool to help me improve my conversations with customers. I work fully remotely, so it's difficult to know what my teammates are doing, what decks they are using, what messaging they're using to sell value, and what questions they are asking since we're not all on a sales floor together. With Gong, I can easily listen to and get best practices from top reps on my team so replicate in my own conversations.
Lakin Levisky | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We utilize Gong weekly for call listening and live listening for our team. I typically listen to 5 calls per week and 3 live calls per week. It allows me to coach my team and live listen to important calls to ensure were not missing an opportunity for a sale.
  • Easy to use - very user friendly
  • Transcripts the calls well
  • Has an app to use on the go!
  • Sometimes takes time before it sync's your calls from SF
  • Recording the screen as well during the call but only sometimes
In my experience, Gong is really great if you are looking for an additional coaching for your team that is on the phones. It also is great for an IC to re-listen to a call of theirs or of their colleagues. We not only use it for individual call listening, we also use it for team meetings to show off a great call. If you don't have a team that is on the phones or mainly communicates via text and email than Gong would not be a great software to use.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I've used Gong for the past 3 years to get feedback on calls, learn from my team members, gather helpful insights from calls, and manage my pipeline.
A lot of times, I don't have enough time to take as detailed of notes as I'd like. Gong completely eliminates this issue by not only recording calls but also pointing out action items I mentioned, key points the prospect said, etc. Gong also identifies risks in my pipeline to help me better manage it and win more deals.
  • Identifies keywords and action items on calls
  • Identifies risks in my pipeline
  • Provides insightful blog posts with tips and tricks for selling
  • Gong logs me out way too quickly. I'm not sure if that is just my company, but sometimes it feels like I'm logged out after 15 minutes and it's frustrating to keep logging back in
I think Gong works for any department at a company that has remote calls often.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
We used Gong to record, transcribe, and give us deeper insights into sales calls and even internal meetings. Gong allowed us to review and train on prior sales calls and find the most important insights in those calls. Those insights allowed us to train for future calls and provide deeper value to prospects after demos.
  • Record and transcribe calls.
  • Provide insights after calls.
  • Integrate with Salesforce.
  • Sometimes not showing up to record calls.
  • Not always intuitive.
  • Hard to scrub the entire call for one moment.
Gong, when it works and is utilized well, allowed our team to review sales calls for improvements and gaps in our demos. It is great when you have an enablement team who can invest time in using the tool for coaching and feedback. It is not great with enablement, and no one to coach you from recordings. If your team is tight on time, it may shorten time to close but wont save you hours of having to review calls.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gong is used by three teams inside our org:
  • Sales
    • Deal tracking
    • Warnings/Automations of deal issues
    • Call review and feedback
  • CS
    • Renewal activity tracking
    • Tracking on churn keywords
    • Call review and feedback
    • Extraction of Customer quotes
  • People Ops
    • Internal training videos
We're solving a lot of problems around not knowing what goes on inside every call across sales and cs. This lets us train as well as keep a smart "ear" inside all calls.
  • Call analysis
  • Call recording
  • Transcription
  • Pipeline warnings
  • Tracking to-dos
  • AI trackers
  • Customer support/service
  • Hubspot integration
  • Reminders when calls are not being recorded
  • Working without Zoom recorder/compatibility with Google Meets and Teams
Well-suited:
  • Larger/scaling teams who used to do a lot of side by side call review/advice
  • When rolling out process you want to grade on
  • BDR/AE/AM/CSM teams
  • When call review is required
  • When transcriptions are needed

Not well suited:
  1. Small teams of 1-2
  2. Small teams who do not review calls or complete forecasting
Score 9 out of 10
Vetted Review
Verified User
Incentivized
At Infor we used Gong for customer-facing meetings and would record and analyze a variety of different call types. Gong was the default video recording tool we used, alongside MS Teams. Gong was indespensable for pre-call preparation (quickly listening to previous calls), cross-team collaboration (sharing snippets with colleagues that couldn't attend the call), customer reminders (sending customers snippets of a demo or proposal), onboarding new reps (sharing gold-standard presentations or intros with new reps), manager coaching (managers listening and giving feedback to calls they couldn't attend) and self-improvement (listening to my own calls and analyzing the metrics). My "patience" metric continuously improved, so that was a healthy reminder to slow down and give customers more time to speak. I used Gong on nearly a daily basis, and it was an invaluable tool, one that I'll always speak highly of and look forward to using again at another company.
  • Call Analytics
  • Isolating individual speakers
  • Personal and Public call libraries
  • Mobile App for offline listening
  • Call Recordings
  • Slicing snippets of calls for sharing
  • Better call transcription
  • Better speaker identification when multiple voices are sharing the same conference line
Gong is very well suited for recording calls, analyzing the metrics of the call afterwards (talk time, question rate, patience, topics discussed, etc.), preparing for future calls, sharing snippets of calls with colleagues for wider team collaboration, sharing snippets of calls with customers to rewatch demos, 1:1 coaching, and self-directed coaching (listening to your own calls).
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Gong to record all of our customer and prospect calls. It's so helpful to not have to furiously take notes in all my calls. It's a must have for me as a seller for prospect conversations and to manage my existing customer accounts! It's great for getting coaching from my manager, sharing product feedback/voice of the customer with our product team, and quickly getting up to speed when transitioning accounts or opportunities, or old closed lost opps.
  • Note taking
  • Coaching
  • Transitioning knowledge
  • information about prior calls - a synopsis
  • quick highlight reel of important parts of calls
  • ability to share attachments or files with calls
Gong is great for all sales and customer success reps!
Parker Haney | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use Gong for call recording, call analytics, note taking, thematic analysis, pipeline review, and more. The main thing I use Gong for is call recordings and note taking. It allows me to spend more time face to face with the customer, and listen to the call later for notes. From there, I share the recording with the prospect for them to have. I also use Gong for pipeline management
  • Call analytics
  • Pipeline Management
  • Recommendations
  • Honestly, can't think of one thing Gong is missing
Gong is well suited for any customer facing employee that has conversations over video chat. Not only does it record the call, it analyzes the call for key words, topics, themes, etc.. It makes it easier as you don't have to take notes while you are talking, being more present for the customer.
July 09, 2023

Gong is Strong.

Alexa Bedell | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use Gong to analyze other teammates' calls to be informed about movement with prospects. I also receive constructive feedback from my manager about my Gong calls.
  • Analyzing the percentage of time you're talking vs the prospect.
  • Transcribing the dialect into easy-to-read, follow-along captions.
  • Easily finding teammates, Gong calls.
  • Making the dashboard more simplified; it's a little busy.
  • Better organization within your Team's calls.
  • Maybe highlight key takeaways with the AI.
Gong is well suited for constructive feedback from team members. Scenarios, where it is less appropriate, are monitoring employees to a point where calls are strained from being "watched".
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