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The Gong is real
April 01, 2022

The Gong is real

Clare Masuku | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gong

Here at Lexie Hearing, we use Gong for QA purposes as we are a contact centre. We specialise in Hearing aids and pride ourselves in our customer service, so Gong helps our company in terms of the quality of our services by giving us the tools to review, relook and reassess our calls. Gong has amazing features, the one I use the most as an employee is to searching power words or common words that I may not use but one of my colleagues does. This has helped me learn more from my fellow colleagues and work on my sales and customer service when speaking to my clients.
  • sending calls to my team leader for feedback
  • summary of the calls made the day before and its sent via email
  • the fact that it can be integrated with Salesforce and Slack, which we use for our daily shifts
  • could make it easier to find reading material
  • i feel that training could also take place using reading material and not only by watch a video due to time not being on our side all the time
  • it has saved us a lot of time in terms of productivity
  • call quality has increased tremendously
  • easy to use interface, that everyone can understand and you
Easy to use and understand Ability to save calls offline for listening Ability and access to hear call from other Relationship Managers Training and teaching is easy to do Feedback from QA and in-house trainers helps the quality of the calls Anyone can use it and it offers more information to learn more on your own
Gong.io has definitely provided us with accurate and actionable insights. The biggest way our company has and still benefits is in regard to quality control as we haven't always had a QA supervisor at our company, so the company solely used Gong to find and receive more information regarding our calls and our agents customer service.

Do you think Gong delivers good value for the price?

Not sure

Are you happy with Gong's feature set?

Yes

Did Gong live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Gong go as expected?

I wasn't involved with the implementation phase

Would you buy Gong again?

Yes

It's the best for a contact centre looking to growing and maximise their sales and productivity or by an employer who wants to understand where his team can improve and where they can improve. I don't have anything to mention regarding where it could be less appropriate as I haven't experienced that yet.