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Gong is a key resource for any Customer Success Manager
October 05, 2022

Gong is a key resource for any Customer Success Manager

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

Overall Satisfaction with Gong

I use Gong to track and organize follow-ups for my customer calls (QBR's). I meet with my customers regularly to deliver results and ROI as well as to have strategy meetings to drive adoption and ROI for my customers. I like that Gong keeps a transcript of the call so that I can easily use "control F" to go back later and look for something a customer said. I also recently realized that you can take notes in a Zoom call within the Gong app, which is nice in general but it is not able to be exported or downloaded which is a bummer. Overall I love having Gong as a resource so that I don't have to stress about trying to remember something I said I'd own as a follow up, or something specific a customer mentioned in one of our meetings. I can also send snippets of calls to other team members which is great for when I need to loop in technical support to help with something a customer mentioned. Gong also was key for me as a new hire so I could see how my colleagues presented their QBR's to their customers and I could use their presentations to help form my own talk track.
  • Makes call follow up easy
  • Keeps a transcript of the conversation
  • Allows you to learn from others' call recordings
  • Notes in app - there needs to be an option to download your notes or a better formatted copy/paste for this function.
  • Transcript - make this downloadable so it can be copied/pasted/reformatted for CSM's who have to input notes into other systems.
  • Improvement in my talk track for presentations
  • Time saved on follow up with customers
  • Great alignment with my customers and their goals & objectives
I think Gong's usability in general is pretty easy for it's a most basic function. As I previously mentioned, when you're using Gong to track follow-up and want to put notes from your call into another system, then those additional features become a little less easy to use.
Our sales team absolutely uses Gong for this feature and it has positively influenced our sales cycle. For me personally, Gong being able to track keywords and phrases I'd need from our call transcript, like "follow up" and "I'll send over" has been key to saving me time searching for the info and makes my follow-up much more efficient.
Yes, definitely. We've been tracking certain trends internally using keywords in the comments of our calls so we can easily pull reports on certain trends or specific insights that we're looking for in our current customer base.
  • Zoom
The only remotely comparable product would be Zoom and it's not a direct 1-1 competing product in my opinion. Gong gives you so much more to work with than just a recording - tracking follow up and action items, sending you email reminders to follow up with your contacts after a call, reminding you via email that your calls are coming up, etc are just a few differentiations. In the recording themselves, having the ability to take notes in a live Zoom call and reference a written transcript is great. You can glean so much from the data and insights too, not just about customers and trends you're seeing but also about yourself and what coaching opportunities are available for you and your team to be better presenters and communicators.

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?

Yes

Did implementation of Gong go as expected?

Yes

Would you buy Gong again?

Yes

As a CSM, Gong is great to use for customer meeting follow-up. I can go in and easily find what I said I'd do as a "follow up" - and it highlights those key words, so I've gotten into a habit of verbally saying certain phrases like "I'll send that over" or "I'll follow up" so that when I review the call in Gong later, those things will be bolded for me to easily find. Taking notes within the Gong app in Zoom has helped me avoid taking notes in a Word doc while facilitating a meeting. However there isn't an option to download the notes and the copy and paste formatting is not great (as a CSM I have to input notes into systems like Gainsight, so improving this workflow for users would be amazing!) I used gong heavily as a new hire to watch other Customer Success Managers present data and I was able to get insight from those on forming my own talk track. You can make comments on Gong calls including hashtags for easy reference later, and you can tag in teammates in call notes to easily transition off a follow-up to someone else. Gong is great for practicing and recording yourself presenting so you can review yourself and make recommendations. Your manager can also show you some data in Gong about how often you interrupt someone, how "patient" you are waiting for a response from someone else, and the balance between you and another person in calls. I found this data really insightful as I'm always trying to improve my presentation skills. Gong has a transcript of each call which I find to be really helpful but I wish you could download it and/or reformat it. It is handy though to use with "control F" if you're looking for something specific.