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.
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- 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
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