Gong for Customer Success Managers
April 16, 2025
Gong for Customer Success Managers
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gong
I am a CSM and Gong records my customer calls.
Pros
- AI Notes Summary
- Creating a Call Database
- Integrates with Tech Stack
Cons
- Ability to pull notes directly into Gainsight could be improved
- Sometimes call search can be confusing
- Save time writing notes on calls
- Better alignment across the organization because teammates can see when anyone last engaged with the customer and exactly what was said
AI insights like talk ratios and wait time before answering a question are helpful because they are difficult to quantify without a conversational intelligence tool like Gong. These metrics serve as a great benchmark data point to improve on.
The keyword search allows me to see all the calls that address a certain topic. This is immensely helpful in trying to understand what is top of mind for customers.
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?
Yes
Did implementation of Gong go as expected?
I wasn't involved with the implementation phase
Would you buy Gong again?
Yes
Comments
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