Item: Gong
Rating: 10
Author: Martha Galewski

Overall Satisfaction with Gong

Use Cases and Deployment Scope

We use gong across all segments of our organization. As a CSM I used it to help recap conversations and also help take a look at prior conversations before the account was in my name. As an Onboarder, I was able to listen to sales calls, which helped me prep for kicking off a new customer and displayed alignment between sales and customer success. As a manager of the onboarding team, I currently use Gong to help coach my team on conversations, help find gaps in knowledge, and use it to help with escalations.

Pros and Cons

Pros

Sends reminders when a task was discussed but not executed on.
Shows analytics and data about the call such as the patience level of the representative.
Captures calls with clarity.

Cons

No examples to give. I love Gong more than any software that I've ever used.

Return on Investment

Massively helped with resolving discrepancies by being able to pull specific conversations.

Usability

Gong is super easy to use. Its UI is very user-friendly. Everything is broken down by account and by conversation. Gong also provides email recaps of tasks. Gong does not require much work at all.

Relevant and Accurate Insights

Yes, Gong constantly provides valuable insights into conversations and breaks them down. It's great for coaching!

Key Insights

Do you think Gong delivers good value for the price?

Yes

Are you happy with Gong's feature set?

Yes

Did Gong live up to sales and marketing promises?

Yes

Did implementation of Gong go as expected?

Yes

Would you buy Gong again?

Yes

Other Software Used

Slack, Groove, Outreach

Likelihood to Recommend

I honestly wish that I could use Gong in my everyday life to speed up or slow down conversations. Gong allows me to be more efficient with my time as a manager and listen to conversations at 1.5x or 2x speed. It gives me a full breakdown of topics. Gong is amazing on the management side for pulling specific conversations or searching by keywords. As an individual contributor, Gong allows the IC to be in the moment and pay attention to the customer because they can always go back and grab notes from the call once it's loaded into the system.

Gong is the BEST Tool Ever!