Gong - the amazing handy dandy notetaker

We now have a centralised space that not just stores all calls, but also gives intelligent summaries and lists next steps from the calls. This eases friction during Sales-CS handovers, and more importantly, an objective notetaker that I can come back to anytime.

Gong provides accurate call information which I really love and depend on so much. I go to the Gong platform after the call is analysed and I can see the call summarised in an accurate, intelligent way. Each bullet also has a link to the transcript where it got the information, so if anytime I wanted to check what was said in the call, not only do I have a record of it and have the actual transcription, but also a summary of what was said in that part of the call.

In CS, I use Gong to track my performance - how I'm presenting myself to our customers, how they react to how I position statements. I use the voice differentiation that shows directly in the call duration navigation to figure out if I'm speaking too much or speaking too less. Link-sharing internally has never been this easy, we use our Gong recordings for call coaching too.