Sales Development Gong Review
October 31, 2022

Sales Development Gong Review

Joe Casilli (周天冬) | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gong

1) Segmenting calls by source, e.g., demo meetings in Google meet and cold calls in Outreach dialler. This allows me to give specific feedback and also see what is happening and where (BUSINESS PROBLEM: Lead Gen Feedback for reps)

2) Use call scorecards to track feedback given to BD reps by AEs and measure the improvement in demo quality, as well as see where the gaps are. This can inform decisions I take on training for reps and close the gaps in rep acumen. (BUSINESS PROBLEM: Demo quality and business acumen for junior reps)

3) For key customers, it's been valuable to share recordings both internally and externally so that technical resources are allocated, use cases are fully discovered, and the customer also doesn't need to sit through the same call twice. (BUSINESS PROBLEMS: Understanding customer use cases, speed of customer sales cycle, and also internal resource allocation)

4) Use Gong to see how many touches prospects are receiving and also look at the hand-off point for sales qualified opportunities. It is also useful to compare inbound vs. outbound sales (BUSINESS PROBLEM: Follow-up speeds and hand-offs for SDRs)

Pros

  • Call recording: you can see a transcript and also set-up trackers for keywords like competitor names being mentioned.
  • Active conversations in accounts: I get email reports on all active conversations that have happened with Gong so I can see across the Global team what meetings the team are having and make sure we are coordinated on large strategic accounts.
  • Call sharing/collaboration: the native integration with Slack means I can tag and talk to my team about calls via slack messages, and then the conversation will still appear in Gong and vice versa. This helps my team receive feedback where they are working and removes the need to check Gong to see if there is feedback there. This helps reduce tech fatigue.

Cons

  • Gong sometimes features dumps: There are a lot of ways to use it, and it is definitely more than just call recording software, but sometimes it's overwhelming on where to start, what to measure and how long to spend on the solution.
  • It can be a little tedious opening calls in multiple windows, and it would be much nicer if they have a show reel feature so you could get through calls fast
  • Occasionally when I try to record internal calls for Gong, it can start recording late: e.g. not until I start screensharing.
  • It has saved time for call syncs between teams
  • It has increased alignment between technical and non-technical team, so they can understand their involvement
  • It has increased the level of coaching reps get massively, and helped ensure no one gets left behind
The UI is excellent, and there are rarely any bugs. All the integrations work well and can't fault it there compared to what else is on the market that I have seen.
It has provided accurate insights and has been a useful solution in terms of identifying the qualification of ops by sales reps and also setting up trackers for key words so that you don't need to watch every call.
Both Outreach and Salesloft allow for call recording but are missing all features that fall under call intelligence, and simply offer the option to go back and listen to calls.

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?

Yes

Would you buy Gong again?

Yes

Gong is well suited when you have a team handling multiple types of calls both in terms of meetings vs cold calls as well as platforms, e.g., Google Meet, Teams, and Outreach/Salesloft. It is good for orgs where they need to build out sales enablement fast - as you can create libraries of similar calls focused on a specific use case. It is also good for orgs that are scaling and finding their product fit or adapting to the market - since non client facing teams like product and engineering can also hear what the customers are saying via keyword matches, without needing to watch whole calls or attend.

It is not so well suited to teams in orgs where you have all reps using the same script, know your customer inside out and have everyone doing exactly the same thing. As in this scenario, it is quite expensive. If everyone is already rowing in the same direction for the company - it's perhaps not so essential.

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