Item: Gong
Rating: 8
Author: Verified User

Overall Satisfaction with Gong

Use Cases and Deployment Scope

To record customer calls and provide notes and outline of call.

Pros and Cons

Pros

Providing Summary & Outline of Calls
Highlighting who is speaking
Can send Snippets of the call to co-workers
Call to Action / Next Steps Outlined

Cons

Follow up email AI could be improved
Customer facing link
Sentiment isn't always accurate in Gainsight

Return on Investment

Better Relationship Building During Calls
Accurate Call Summary / Follow Up Items
Increased Communication between teams on customer feedback

Usability

Gong has great usability, it is easy to search and navigate the platform and it you can even look up calls through certain phrases, talking points, etc.

Relevant and Accurate Insights

It has provided good insights and summaries and action items with my calls. I would recommend improvement with the follow up email feature because those emails are kind of wordy and could use more personalization.

Market Trends

We've been able to identify any issues or feedback and directly loop in our product or support team to help or hear the feedback the customer has given.

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

Rippling, Slack, Lattice, Chili Piper, Bonusly, Gamma, Notion, Gainsight CS

Likelihood to Recommend

Gong works very well for transcribing and taking notes from meetings. It does focus more on sales professionals with metrics and things, but it is nice to be able to focus on the meeting and know I will have reliable notes after to review and helps outline next steps or action items. The follow up email feature is nice, but I tend not to use it often because it is very wordy.

Gong Feature Ratings

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