Gong is the the MVP for our business and understanding customers
October 13, 2025

Gong is the the MVP for our business and understanding customers

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gong

Gong is used for recording all calls with our customers, which includes sales team members, customer success team members, researchers, and marketing. Sales leverages it for providing coaching, AI summaries and follow-ups. CS uses it for the same. Researchers for being able to pull short snippets to support internal research projects. Marketing for building inventory of customer references and advocates. Gong is helpful for anyone in the company that wants to better understand our customers and the people we are designing our solutions for.

Pros

  • Gong has one of the best AI on the market. It accurately summarizes what was was said on the call.
  • Gong search is great and there are a lot of filters that you can use to help you find what you need.
  • Helping to manage follow-ups and using AI to generate emails.

Cons

  • Gong needs to think more about folks throughout the business that use Gong. It is so heavily sales focused.
  • Better integrations. I'd love to connect Gong to gifting platform.
  • Be able to ask questions across all calls like you can ask the AI for an individual call.
  • We save a ton of time in terms of being able to produce customer advocates. Not sure of the ROI b/c I wasn't here before we had Gong.
  • Increased alignment between sales and CS. CS can join calls aware of the customer's problem, whereas before sales wouldn't share the notes or didn't have them.
  • I'm sure it has increased revenue, but I haven't taken the time to do the analysis.
The AI serves this up to you without you even having to request it. After a call, the AI summarized, attaches key words, etc. The AI also helps to generate emails back to the prospects and customers. Of the work, you have to do... it is just when you have a specific request. Gong also shows you how much time each speaker spoke.
Very accurate insights on customer sentiment and concerns about our product. I do wish I could pre-set questions that I want Gong to bubble up, but as it is.... it is still useful. I really value the tool and love that it also has video.
I am better able to identify happy customers and what makes them happy, what customers are looking for when searching for a tool like we sell, and better able to understand what causes deals to die or customers to churn. It helps you get that contextual qualitative analysis to go alongside the hard numbers.
Gong works better with Slack. Also, Gong works the best with SFDC. In general, provides better integration with the enterprise tech stack.

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?

Yes

Did implementation of Gong go as expected?

Yes

Would you buy Gong again?

Yes

Gong is great for recording sales calls. It is awesome for being able to provide coaching to sales teams.

Gong needs to think more about the larger enterprise, which includes marketing and researchers. Being able to design the tool, so it serves these teams well would help Gong expand its space beyond sales.

Gong Feature Ratings

Conversation Intelligence Software Features
10.0
Speech-to-Text Transcription
10
Keyword Detection
10
Sentiment Analysis
10
Speaker Diarization
10
Call Recording Playback
10
Call Summarization
10
Conversion Metrics
10
Keyword Search & Retrieval
10
Call Tagging
10
Integration with CRM Systems
10

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