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Have better conversations with Gong!
July 13, 2023

Have better conversations with Gong!

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

Overall Satisfaction with Gong

The main use case is customer call recording. We record all calls with customers with Gong and refer back to them regularly to review content and remember next steps. The calls are scraped and transcripted, which makes it very easy to hone in on specific points. Also, we frequently tag other employees for additional help.
  • Call analysis
  • Tagging other users
  • Sharing calls internally and externally
  • Sometimes the transcripts show the wrong words.
  • Shared calls expire too easily.
  • Make it easier to invite Gong recorder to MS Teams calls.
  • Helps me to stay aligned with customers by being able to review past calls.
  • Helps me to learn more about new customers to listen to sales and pre-sales calls.
  • Ability to search words helps find common themes/concepts.
  • Manager feedback directly from the tool is very impactful.
Calls are organized well, but finding the call you need in the past can be challenging. Better date searching would be useful.
While I don't think the accounts at risk function is that useful or accurate, I do think it's very useful in finding speaking patterns to improve. I love seeing the speaking ratio and knowing that the tool is tracking helps me to speak less and let the customer tell their stories.
I can find common issues across clients by using the word searching function.

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?

I wasn't involved with the implementation phase

Would you buy Gong again?

Yes

It's very well suited in a sales and customer success scenario. Natural language processing is good with high-level conversations. Also the tool is helpful in finding coaching opportunities, like speaking too frequently and not allowing the other folks to talk.

May be less useful in tech/IT environments, as there may be specific and technical language that may be hard for the recorder to parse.