An Irreplaceable Tool for our Client Success Team
May 24, 2022

An Irreplaceable Tool for our Client Success Team

Rachel Brakke | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

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.
  • Recording share formatting and controls
  • Analytics and Insights
  • Dashboard View
  • Search features
  • 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
I think some of what Gong is capable of is lost to the common user. However, there are certain features my leadership team has explored that I don't use, and that's not a bad thing. It's just a different experience from one role to the next. It may be helpful to provide different levels of access for user accounts.
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?


Are you happy with Gong's feature set?


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?


Gong is well-suited for training, creating a consistent customer experience, and building a solid resource database for client communication. It's great for the sales and customer success side of our business, but might not be great for our technical and support team (who would want a simpler record/share tool). It's great that it integrates with Zoom so that all our meetings are automatically saved in Gong for reference.