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Great Tool for CSMs
November 16, 2023

Great Tool for CSMs

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

Overall Satisfaction with Gong

I used Gong to record and document customer trainings. It was incredibly helpful to go back and be able to search through the transcripts to find key words or key points of discussion to follow up on. It was also a great place to know who was on the call and it was really helpful to be able to share a link instead of a downloaded recording or google drive file.
  • Auto generated, searchable transcripts
  • Easy to share recordings
  • Great to re-reference discussed topics
  • Ability to easy extend or limit length of time for customer to access recording
  • Accuracy of who's on the call
  • Consistency of connectivity with zoom/gcal
  • Nothing else
  • Helped me have a reference for setting onboarding / contract expectations
  • Reduced churn by helping customers have longer access to trainings
  • Saved time to share recording
  • More secure way to share recording
Esy and simple to use outside of a few clunky moments with integrating to zoom/gcal or resetting the duration of recordings. Overall it's a really great tool that certainly empowers customer success and account managers to add of ton of value to the customer experience in a really simple way and makes the process more smooth and secure.
Yes, Gong.io has provided me with accurate and actionable insights and they've benefited Smartling and their customers. I was able to use auto generated transcripts to reset exceptions and reduce churn. Gong gave great suggestions for follow up timing or topics to bring to future customer calls based on what it's heard. i actually think the smartling team could have used these features more robustly but they were still helpful at the time.
Yes, Gong helped me build insights into trends with my customers through reviewing transcripts and recordings. I was able to reference topics we'd discussed and become more proactive in my role as a customer success manager because Gong became a tool that captured repeat topics - i.e. pain points, common use cases, areas that needed clarity, to-do list and so on.
I think Gong's really helpful feature was being able to share a link to customer recordings which felt more secure and more easily accessible. Sharing setting was very customizable and allowed Smartling to ensure we were following best practices for security and privacy - this is something i've heard large companies like Accenture have issue with in regards to Zoom.

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

Really great for recording and documenting customer calls, it may be less helpful for recordings that should be evergreen (like company trainings for L&D teams that might benefit from using an LMS). If you have a solid book of business, Gong is really helpful and simple to integrate into your onboarding process and it gives both teams resources to reference outside of live calls. It's also helpful to point out any discrepancies without spending and hour rewatching an entire call to find a topic.