Item: Gong
Rating: 9
Author: Kasey Caparelli

Overall Satisfaction with Gong

Use Cases and Deployment Scope

The Gong partnership with [ ] was spearhead by our Biz Dev team, but Member Success heavily rely on the tool as well. We use it for customer sentiment, call notes forecasting, coaching, and training.

Pros and Cons

Pros

AI Account level recaps
streamlining all client communications
tracking team performance

Cons

become a one-stop-shop for customer success
account health scoring
account triaging
dashboards (book of biz and account level)
campaign tool with survey capabilities (ie. CSAT)

Return on Investment

enhanced our process for building account strategies
call notes increase accuracy for client requests/feedback/sentiment
greater alignment for collaboration (upper management, biz dev, x-regional, product, content, etc)

Innovative technology that has increased efficiencies and enhanced strategies. While AI is still finding its footing globally, Gong provides a best-in-class experience and I rarely come across errors or inconsistencies.

Relevant and Accurate Insights

Gong allows us to scrutinize calls from a pricing standpoint, to help us get it 'right', although difficult to quantify. It has also saved us time when a dept head needs to key in on an account and can use Gong instead of booking time for the account manager to rehash all the relevant details.

Market Trends

Our content and product teams rely on customer insights to steer our business strategy. They leverage Gong a bit, but will likely lean into it moreso in future.

Alternatives Considered

Vitally and Gainsight CS

I did not evaluate these tools to replace Gong, but we have a need for more customer success tools within a streamlined platform.

Key Insights

Do you think Gong delivers good value for the price?

Not sure

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

Other Software Used

Salesforce CMS, OneDrive

Likelihood to Recommend

Gong has revolutionized our operations regarding team efficiency and tracking client sentiment. We also use Gong to steer our content decisions by scanning topics clients have requested, or feedback they have shared on calls.
Less appropriate: the forecasting tool was something I thought would catch on as a team resource, but found it became a bit redundant to SF due to the vast capabilities we rely on within our SF.

Gong Feature Ratings

Comments

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