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Gong helps keep CSM teams honest
Updated June 14, 2022

Gong helps keep CSM teams honest

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gong

We use Gong to record our calls with customers. As a CSM there are various facets to my work with customers, so having my call on record helps me to verify my action items, and double check on key words used by the customers. Often there are great quotes about our product that we can pull from our calls. The use case is transparency across departments, and providing the individual users the ability to improve their delivery, techniques and learn what to avoid from listening to past calls.
  • quickly find customer's feedback from call timeline
  • sometimes it reminds me of open items or deals that need a gentle push
  • 100% automated
  • incorporating useful tips into next step emails
  • call quality could always be improved
  • UI sometimes clunky
  • sometimes too much time wasted listening to the past
  • improves understanding of employee/product competence
  • attempts to get the deals closed sooner
The recommendations and insights that are provided are often very general, maybe if there was a way in the call itself to show where the opportunities are, instead of saying "x,y,z were discussed on call", say "@ 15 minutes, an opportunity was opened to sell, you should have...." or something like that...
Not enough. It keeps me on top of a few deals at a time, but this aspect could always be improved.
I have no experience with these types of products, at least not in the last 5 years, and I don't recall what was used back when...

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

Gong is great for sales calls when many items or structuring are discussed. It's extremely useful on calls with customers that have heavy accents so we can go back and make sure we understood the customer the first time.

It's very ineffective when it comes to the Hebrew language.