Item: Gong
Rating: 10
Author: Verified User

Overall Satisfaction with Gong

Use Cases and Deployment Scope

Gong records our customer meetings and this is incredibly helpful for us and our customers as we take them through important elements of employee engagement (eg survey design, results calls, general thought leadership conversations). These conversations can be long, complex and involve a lot of numbers and specific pieces of data, so being able to get an immediate summary afterwards, the ability to edit the video length where appropriate and being able to use the AI to ask questions about historic interactions with the customer is invaluable.

Pros and Cons

Pros

Transcribing meetings
Summarising key messages and next actions
Giving statistics on the amount of time each person spoke, whether you as the host left sufficient time (pauses) for others to answer
Getting feedback on how you as host could have been even better
Being able to click on key points in the conversation to rewatch and get continual value from the recorded asset

Cons

Sometimes the transcriber gets the words wrong from the call but more often than not it is funny rather than offensive. I appreciate there are limitations to what it can pick up
On rare occasions Gong may accidentally attribute the next action to the wrong person but this doesn't happen very often

Return on Investment

Time savings absolutely - the time saved in getting insights from previous conversations, suggestions for next steps / email construction has been absolutely game changing.

Usability

It's incredibly easy to use and can only get better from here as AI continues to evolve the way we interact with it. I had never used a tool like Gong before in any of my previous roles and it never ceases to amaze me with all of the capability it has to save time, give you key insights, next actions and an immediate update on the status of the entire account and customer sentiment. I also appreciate the stats and feedback it can provide to me as a meeting facilitator so I can reflect on what I can improve as well. All of this makes me happier and even more capable and our customers directly benefit from this.

Relevant and Accurate Insights

Gong provides fast valuable insights to make quick decisions around next steps and key things to focus on, whether risks, opportunities or something else.

Market Trends

Gong helps me to identify how engaged customers are in my interactions with them and it can pick up anything that I should take note of that may possibly have evaded my awareness at the time the conversation took place. It also has enabled me to be able to look across all interactions, including those I wasn't involved in to be able to seamlessly work with a customer I may not have met before. The benefits / uses are countless and each time I log in I seem to find another new way to get information that I didn't have before.

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

Vitally, Glean AI, ChatGPT

Likelihood to Recommend

Anyone in B2C were having recordings, summaries and the ability to test questions and get help drafting emails etc - Gong really saves a lot of time and customers love getting a copy of the conversation too.

Gong Feature Ratings

Comments

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Gong gives immediate data-driven insights and guidance for my BoB