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.
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