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Gong for training and professional services teams
October 03, 2022

Gong for training and professional services teams

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

Overall Satisfaction with Gong

I lead onboarding and training sessions for a computer software company. Gong allows us to record each training and send it to the customer so that they can review the material at their own pace and share it with other members of their team who weren't able to attend. I also appreciate how we can review a transcript of the call highlighted with follow-up items that we need.
  • Call recording
  • Voice to text transcription
  • Identifying key words
  • Call analytics
  • Folder organization
  • Voice to text is not always correct
  • Greater alignment across teams
  • Save time on training and enablement
  • More quickly review follow up items after a call
It would be nice if the call recording was available more quickly after each call. I need to wait 10-15 minutes after the call for the recording to be available so that I can send it to the customer. It would also be nice if it was easier to auto-tag calls and sort them automatically into folders.
I am not on a sales team, so I gain less value from the AI insights element of Gong. I do appreciate how certain elements of a call will be highlighted to help remind me which follow-up items we have after a call is completed. I like that you can search for keywords used frequently in your calls (for example, to see how often I mention "next steps" or "timing" or "success plan" in my calls... but this is less useful to me as it appears to be set up mostly for the sales team.
I don't think Gong has been particularly helpful to me in identifying trends with my customers. It would be nice if I could tag calls and automatically route them to different folders so that, for example, I could easily see how many template trainings I've done vs. how many workflow trainings vs. how many sync meetings, etc.
The Gong video library is much easier to navigate. I like that everything is saved in one place that I can navigate instead of separate video files that I have to download. I also think it's really cool that our whole company can access and watch each other's meetings and videos. I sometimes watch videos of customer calls with the sales team when an account is being passed to me to get a better idea of what they've already discussed with our teams, and I'll watch calls where coworkers have discussed similar topics to what I'm working on to train myself on different subject areas. I enjoy how Gong promotes greater transparency within the company and greater collaboration between teams as a result.

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

Gong is a great tool for customer-facing teams. It's designed for sales teams to be able to track progress with client prospects and review call analytics, which is something that it does particularly well. I also find a lot of value from it in professional services, as it gives us the ability to quickly share training sessions and meetings with the customer. It's also helpful for internal meetings, as Gong allows you to quickly go back and reference team meeting recordings along with the transcription notes.