Item: Gong
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We are using Gong to transcribe calls between our Client Strategy team and clients (in the form of financial institutions). We wants to keep a complete record of all calls recorded, transcribe these calls for search-ability (and easier tagging), and then let other team members review these calls easily to learn from them, self-evaluate, or for managers to evaluate performance. Having these live in the cloud is important for us to maintain storage costs as well. We also didn't want the recorder in clients faces during zoom calls to frighten them.

Pros and Cons

Speech to Text
Searchability
Clean UI

Speech to text doesn't allow for whitelist of words to always get correct, and can mistake proprietary information.
Lag between calls and upload time
Pricing

Return on Investment

5 Hours of note-taking per week saved per person.
Onboarding new revenue staff saves about 3 days total on not needing them to sit in live for everything.
Makes pitches for new initiatives easier with exact quotes from clients.

Usability

Very simple to actually pull insights from the data, the transcriptions often don't need much manual fixing before presenting to the rest of the team. There is certainly work on installation, but the salesforce integration is solid and getting accounts for the whole org was seamless.

Not a perfect score as I believe the transcriptions could be slightly better, especially if we are speaking to users from non-English Speaking countries.

Relevant and Accurate Insights

The main AI insights we're using are total talk time between client and revenue staff, and of course the AI-influence speech-to-text. We are not an AI-savvy company so have a tool that allowed us to upgrade our toolset without needing anyone internally to need to ramp on AI has proved very easy to take on.

Market Trends

We have weekly meetings where we are specifically reviewing Gong calls amongst management. Even besides that, we have weekly digest emails that summarize all of the notes which Gong has put together. Our weekly meetings using Gong have helped us to kill 4 products over the past 6 months since we had concrete feedback.

Alternatives Considered

Clari Copilot

CoPilot is good software, and the prices were relatively equal between the two. Gong's representative was more hands on in making us feel comfortable switching software and changing our infrastructure to accommodate. It was this care and handholding that put us over the edge. The actual product between the two was marginal and for our needs made no difference.

Key Insights

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?

Yes

Did implementation of Gong go as expected?

Yes

Would you buy Gong again?

Yes

Other Software Used

Clari Copilot

Likelihood to Recommend

Gong is well-suite to hiding in the background of your zoom calls to record all information. It simultaneously announces its presence and is never called out by clients as intrusive. This has saved our revenue team hours of taking notes each week, and also polishing these notes after the calls. Especially when you have calls back-to-back and aren't able to polish your notes immediately, it's easy to forget the context of your notes. Gong allows us to have the full reference to maintain all call points accurately.

Hit the nail on the...Gong

Overall Satisfaction with Gong