Item: Gong
Rating: 10
Author: Eric Mistry

Overall Satisfaction with Gong

Use Cases and Deployment Scope

Gong is one of our main tools for keeping track of interactions with customer calls, internal meetings, and action items. It's hugely useful for tracking trends and keywords across multiple customers, and for training and improvement purposes across our customer facing teams. We've also been using the new AI summary tools to track information across multiple calls and teams.

Pros and Cons

Pros

Call Tracking - Gong agent automatically attempts to join any call that makes sense.
Transcript analysis - Gong does a good job running through the transcript to identify and summarize a call.
AI analysis - with the right prompting, Gong brings a solid analysis with specific calls and interactions cited.

Cons

AI analysis - I'd love to see some more proactive analysis or the ability to set warning signs.
Cross-account analysis - I'd like to be able to run the Gong prompts across a set of customers or all calls within a certain range
Ease of Zapier accesss - I'd love to see even more connections built to Zapier.

Return on Investment

Gong has made it faster and easier to train and onboard our customer facing teams
Gong has made it easier to analyze customer needs during our handoffs from Sales to customer success
Gong has made it easy to share customer feedback directly with the product team.

Usability

I'd love to see more "sets" of prompts and a way for the prompts to run more proactively. I'd also like to be able to prompt Gong AI from Slack.

Also, once it's set up, it makes it very easy to get good data. However, the initial set up and confirming/training it to work is not instant.

Relevant and Accurate Insights

Gong's AI insights are very helpful, and have proven valuable. The pre-built prompts are good for basic insights, but I've found the best value comes from building a set of customized simple prompts to answer specific questions that I can take action on. The one area I'm missing is the ability to expand the prompts to multiple companies or entities simulataneously.

Market Trends

We rely on the keywords within the platform to build insights. We also like to run the basic analysis often on customers that we know other things about to see if we can find trends. In addition, we are working on bringing the set of transcripts into other tools for holistic analysis.

Key Insights

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

Other Software Used

Zapier, Google Gemini, ChatGPT

Likelihood to Recommend

Gong is ideal for semi-mature organizations that are looking to track and improve call outcomes. It does require good planning and connections to data to improve and use its best features.

It also requires some significant investment and cultural adoption to make impact. Part of using Gong well is investing time and energy into reviewing calls, doing analysis, and setting up keywords.

Gong Feature Ratings

Comments

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Gong - solid tool with well-executed AI