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Gong - great recording features for CS teams
Updated June 30, 2023

Gong - great recording features for CS teams

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

Overall Satisfaction with Gong

We use Gong to review and save sales calls so the CSM team can review post-sale, share examples of customer calls and feedback with developers and share with other internal stakeholders. It also helps to note take and review after calls.
  • Record Calls
  • Transcript
  • Searches
  • Transcribe translating other languages
  • Ability to see and grab all emails of participants
  • Links to LinkedIn accounts for participants
  • Time saving on note taking
  • Sharing recordings and not duplicating efforts
Easy to find calls, easy to search for words in transcripts. Cons - could be a few less clicks to share; a simple one-click share would be great.
I do not really use the AI features. Primarily, I am using Gong to record calls automatically and share with internal and external teams.
I have shared examples from calls to leadership and development teams, but do not use the AI features to find trends. I do not really know how to do this in Gong.
  • Zoom
Zoom also has the ability to record, but it's more work and not as easy as gong. Additionally, the transcribing features and other additional benefits from Gong are great.

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?

Yes

Would you buy Gong again?

Yes

Gong is great for Customer Success to review calls after the fact, take notes, and share internally or with customers. It's so easy to share after the call, and never having to remember to press record is such a lifesaver. I often will share recordings internally to get feedback from leadership, share examples with a new CSM, or to share feedback with dev teams. To customers - I will share training calls, feedback from their teams and more. The ability to search transcripts is amazing, and helps finding specific topics. A few things I would like to see: -more translation features, I work with teams outside the US, and sometimes seeing quick transcriptions would be great. -Pulling in the email of all users that join a call, sometimes I need to grab emails, and it would be great to grab from Gong.

Evaluating Gong and Competitors

  • Ease of Use
Don't need to think too much about it, does its thing in the background!
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