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Best app for any Sales or CS team that wants to learn from their interactions
November 20, 2023

Best app for any Sales or CS team that wants to learn from their interactions

Ariel Cascallares, PMP | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gong

We use Gong for every outgoing call either from Sales, Product or Customer Success. The main uses are:

  • Recording the call and registering everything that was said for safekeeping and verifying after the call every action point that was agreed with our customers
  • Reviewing the call as a team and individually to detect areas of improvement in the length of our monologues, the kind of questions we ask, how active our listening was, how much we could empathize with our customers, etc.
  • Detecting The different topics in a conversation and separating the call by these topics
  • identifying areas of improvement
  • making a very thorough summary automatically
  • offering additional tools like setting up reminders for action items, calls, etc
  • I don't really recall anything that I would mention as something that is wrong
  • Greater acceptance of a live conversation by our customers, especially the ones that weren't so responsive via email.
  • Greater understanding of how to better interact with every customer and personalize our workflow for each of them.
  • An increase in the good spirits among the team, since all participate in the review meetings, they are no longer shy or don't feel victimized anymore when working on improving our skillset.
Whoever designed Gong knew what this tool needed to be and needs to provide their clients with. I haven't been in a full-time sales team in a while, and for me it was love at first sight, since I really enjoy training sessions, especially when the team is not afraid of making mistakes or being corrected by other team members. The synergy this tool fosters is something I would always use in these areas of work: Sales, Product, Customer Success, Customer Support.
I already mentioned it. it is very accurate on the remarks it makes and the team can very quickly realize of the improvement areas. The information is very well presented and it's easy to read an interpret. Since I am on Customer Success, I can't determine if the sales rate have increased, but I can tell that my fluency, empathy, and assertiveness have increased since reviewing these recordings and analyses with the team.
By making visible the number of times a topic has been repeated over time among all of our book of business.
I haven't tried any competitor yet.

Do you think Gong delivers good value for the price?

Yes

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

Any team that has a direct relationship with a client via a phone or a video call would benefit from Gong. I've worked on sales in the past and these tools are the dream of every leader.

I can't think of a better way to get actual material from our performance to give us a better chance to detect areas of improvement and hone our skillset before our next call.

Even it's super fast. In merely a few minutes after the call you receive an email telling you that the recording is already ready for us to exploit it.