Item: Gong
Rating: 9
Author: Verified User

Overall Satisfaction with Gong

Use Cases and Deployment Scope

I use Gong practically everyday in my role as a CSM. And in our current environment, I am conducting a high volume of calls with customers. Gong allows me to refresh, recap, stay on top of, etc. etc. I would be lost without all the capabilities of Gong. I especially love the recaps and summaries, making me able to respond to customers in a timely fashion.

Pros and Cons

Pros

Recaps and summaries
Ability to clip pieces of call
highlights speakers and times each person is speaking

Cons

Sometimes it is difficult to find a particular call I have had; need to comb through
would like to quickly identify the email of a person I spoke with

Return on Investment

saved time in responses
ability to easily share concerns of customers with colleagues
can seamlessly share calls with customers

Usability

I would be lost without Gong! I rely on the recaps and summaries to save me time and energy in my responses to customers. I really appreciate all the time it saves me and the ability to clip parts of the call to share with management or Account managers to aid customers overall is so valuable.

Relevant and Accurate Insights

The action items allows me to send appropriate resources out to the customers and to make sure I get exactly what they need without anything falling through the cracks.

Market Trends

Gong has been instrumental in building insights into customer trends and understanding market dynamics by analyzing recorded calls and providing detailed summaries and actionable items. This tool helps identify recurring customer concerns, track sentiment, and understand market needs, allowing for proactive issue resolution and strategic adjustments. Gong's ability to monitor competitor mentions and identify upsell and cross-sell opportunities enhances competitive positioning and customer satisfaction.

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?

I wasn't involved with the implementation phase

Would you buy Gong again?

Yes

Other Software Used

Lattice, Matik, Miro

Likelihood to Recommend

Gong is incredibly useful for our team. We conduct many calls, and without Gong, it would be incredibly overwhelming to conduct follow up and to make sure I dont forget anything promised (ie resources and helpful links) and that I can follow up in a timely matter without having to dig through my own notes. It also allows us to concentrate on the needs of the customer and not worry about getting all our notes down for later. I can be present and truly work on the concerns of the customer. I have the peace of mind that Gong has my back!

Gong Feature Ratings

Comments

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I would be lost without Gong.