An Irreplaceable Tool for our Client Success Team
Overall Satisfaction with Gong
At iCapture, we utilize Gong to record all interactions with our clients. From the welcome call to team training, we record every meeting so that we can stay in the moment with our clients, but still have a resource to reference the conversation. We often share training recordings with our clients so that they can distribute them internally, and we review the recordings with our team to help improve our talk tracks and processes.
Pros
- Recording share formatting and controls
- Analytics and Insights
- Dashboard View
- Search features
Cons
- I wish I didn't have to set an expiration for shared links.
- The transcripts are not very accurate.
- Time saving
- Better internal alignment
- Communication between departments
- Increased Customer Satisfaction
The first things that come to mind are the engagement percentage, patience score, and monologue ratings. We use the engagement percentage to ensure we are allowing time for clients to feel heard, valued, and understood. We track the patience score to note whether we are listening and giving pause to allow time for thought and contemplation, which is essential to building our relationships with clients and increasing trust in our team as the experts. Monologue ratings tell us if we are talking at length without prompting feedback from our clients.
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?
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
Comments
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