A must-have platform for any customer facing team.
December 30, 2024

A must-have platform for any customer facing team.

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

Overall Satisfaction with Gong

It allows us to use good calls for references for training and teaching. It also provides a good place to leave feedback directly on calls for reps, refer back to different customers, and use cases in our discussions with the product team. There are many use cases, and we haven't even delved into all the features.

Pros

  • AI-generated Summaries of calls and conversations.
  • Searching conversations by keyword or other filters.
  • Allowing live feedback and tagging on calls for easy visibility across teams.

Cons

  • Granularity in reporting filters.
  • Ability to customize reports for large groups.
  • Better filters for filtering OUT certain calls (calls that DON'T include...)
  • Better insight into specific reps performance.
  • More concrete understanding on feature requests and feedback from customers.
  • Saves time taken to inform other teams of insight through tagging.
It's got a solid infrastructure; it doesn't take too much time to understand how it works, and it can get many of the features up and running fairly quickly. It's pretty intuitive to use most of it, although some features might require a deeper dive. Sometimes, I find myself clicking through a million screens to get a report.
We haven't felt this so much; I must look for insights and conclude myself.
It allows us to refer to customer conversations to see what they need and understand their use cases in greater detail. It also allows us to relay this message to our product team by tagging quickly. I do wish it could aggregate this data more effectively. It also helps us reference discovery calls to see our customer's pains.
Our reps preferred Gong; they were more familiar with it and found it easier to use. Gong was more expensive by far, and there were many more affordable options on the market, but at the time, we also considered switching costs and decided to stay with Gong. The mobile app was also a factor in this decision.

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

It is also an excellent tool for learning, teaching, feedback, referencing, etc. When used properly, many teams can benefit (marketing, sales, CS, Product, etc). Any team that wants an easy way to reference and get info from calls with customers can benefit from it, and it is a great way to get insights. We find it less useful for forecasting, but that is just the company-specific way of predicting.

Gong Feature Ratings

Conversation Intelligence Software Features
9.6
Speech-to-Text Transcription
8
Keyword Detection
9
Sentiment Analysis
Not Rated
Speaker Diarization
10
Call Recording Playback
10
Call Summarization
10
Conversion Metrics
9
Keyword Search & Retrieval
10
Call Tagging
10
Integration with CRM Systems
10

Comments

More Reviews of Gong

  1. Home
  2. Conversation Intelligence Software
  3. Gong Reviews
  4. User Review of Gong