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Excellent Call Data Aggregation
July 13, 2023

Excellent Call Data Aggregation

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

Overall Satisfaction with Gong

We used it both to understand promises made during the sales process and to train CSMs on the conversations we were having with customers. It also has been helpful to recall promises made during calls during business reviews. The primary users were managers of CSMs in their effort to provide regular feedback and coaching to their CSMs by revisiting calls with them.
  • Transcript
  • Ability to Search calls by key words
  • Grading calls
  • Pricing is not aggressive
  • Better mass updates for users
  • Time saved researching statements made in calls
  • Increases chance of capturing renewals by providing coaching on conversations
Gong's usability is high. It is relatively easy to find what you need and it provides great data at your fingertips. One of the things that can get confusing is setting up alerts but most everything else is very straightforward and quite user-friendly. There's nothing about Gong's usability that would prevent me from recommending it overall.
It has been a few months since I would have been diving into any of this due to changes in the department, but my recollection was that the insights were mostly around Sales which is less impactful for a CX team. This is understandable, as I mentioned previously that the product is generally sales focused but has features that can help any customer-facing team.

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?

Yes

Did implementation of Gong go as expected?

Yes

Would you buy Gong again?

Yes

Gong is primarily built for Sales teams. We were able to use it well enough for our Customer Success team, but there is definitely significant focus on closing deals and some of the verbiage doesn't align super well with Customer Success needs and focuses. Nonetheless, its primary ability to record and analyze call data is helpful for any customer facing team that wants to improve their calls.