Gong - Important for Sales to CS

At first, I just used Gong to rewatch videos that contained important client talking points or to view meetings that I was not able to make. I loved that it gave me the option to speed up the talking, read the transcript, and leave notes for my team. As I began using Gong from a management standpoint, we began implementing scorecards which allowed me to provide feedback to the team on what they were doing well, and what we could improve on in future calls. Diving even deeper, I learned that you can set up parameters and filters to easily find calls that fit specific criteria. My org focused heavily on client goals and objectives during the kick-off message and this allowed me to easily see if 1) we were asking and engaging on this topic and 2) an easy bookmark and reference point to find this information. Gong has been crucial for our org from sales to CSMs, and implementation. Makes my life a whole lot easier and holds us accountable for what we say!

Gong has given us interesting information in the Coaching Metrics section. We can see where we can improve, namely talk ratio and getting the clients more engaged. I haven't looked much into the AI Insights part of it, as I am primarily using Gong to rewatch team member calls and provide feedback when needed.

I have not used Gong in this fashion, but we have been able to easily identify keywords within calls, which leads to a better understanding of what they want.