1. Home
  2. Conversation Intelligence Software
  3. Gong Reviews
  4. User Review of Gong
Amazing customer service tool
March 06, 2020

Amazing customer service tool

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

Overall Satisfaction with Gong.io

We are mainly using Gong in CS, Sales, and Product departments to help us review calls, understand our sales life cycle, and give the product team direct exposure to what our clients are saying. It helps keep track of information on clients, allows us to focus on development, and gives insight into the topics our customers care most about.
  • Transcripts for your calls so you can focus on the prospect/client and not notes.
  • Search all calls (total or for a client) for keywords.
  • Insights into stats (talk ratio, patience for responses, questions, etc).
  • When you forget to invite the recorder it takes a bit for it to show up under the schedule now.
  • Sometimes it is hard to search for the account/I get tagged with a different.
  • Cleaner view for all my calls by date or all calls for a client by date.
  • Helps me find opportunities for expansion based on client comments.
  • Keeps me accountable to follow ups/helps me remember them.
  • Ensures call quality which means better support for our customers.

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

I love Gong for CS. It has absolutely changed the way I do my job. I can focus on what my clients are saying and refer back to comments they have made in the past so I am always bringing up relevant content. I can surface feedback directly to the product team via call snippets. I can get manager insight easily regardless of whether or not they were there.