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Quickly review calls and emails to get up to speed on an Account
July 06, 2023

Quickly review calls and emails to get up to speed on an Account

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

Overall Satisfaction with Gong

Being able to listen and analyze my team’s calls so I can coach them to have more effective client conversations. I can also see how often they’re having calls, the call duration. Lastly, I’m able to refer back to the calls, watch the video, and read the transcript.
  • Call transcript
  • Makes it easy to share calls internally and with customers
  • Makes it easy for managers to find coaching opportunities
  • Would like to have Gong use AI to alert me when a customer is at risk for attrition
  • Would like to make it easier to search on Accounts. When I type into the search field, sometimes multiple accounts appear, and when I click on one, there's an error.
  • Gong has helped me stay in the loop on my accounts. I use it to see the latest communication between the client and my colleagues (AEs, renewal managers, my team, etc) without me having to ping my colleagues.
Gong provides a single place to see all communications (emails and calls) between the client and my company, in a chronological timeline. Sometimes, there is more work involved when multiple accounts appear when I search in the search field, and when I select one, it gives me an error. So I have to waste time, search the account again, and select another account to drill in to.
Gong AI hasn't been useful for me. It's probably more useful to a sales team, but in the customer success role, it has not helped me surface customers at risk for churn. I would love for Gong to send me a daily or weekly email of which accounts are at risk, based on key words in emails and calls.
No, I receive emails when certain words about the economy or layoffs are mentioned. But this has not led to any additional insights into trends. It's already clear that all tech companies are looking to cut budgets, do more with fewer tools, and it's getting harder to secure the renewal without proving measurable ROI. Gong has not helped in this use case.

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 reviewing my team's calls, finding coaching opportunities for how we can better implement customers or position our product. Gong is not great at helping me find customers at risk for attrition. Attrition risk and renewing customers is my biggest priority right now, so Gong would be 10x as useful if it can help me prioritize the accounts that are the biggest risk through analyzing emails and calls.