Item: Gong
Rating: 9
Author: Cassandra Liska

Use Cases and Deployment Scope

Gong.io is being used as a coaching tool across our SDR, AE, and AM teams. It's really helpful to review real-life customer conversations and easily provide feedback to the team.

Pros and Cons

Automatic recording of calls.
Tagging of keywords or phrases.
Highlighting percentage of listening time vs. talking time.
@mention feature to share notes and feedback.

I realize the recording announcement is necessary but it can be awkward on a customer call. Perhaps if it was quieter or didn't chime in immediately that would be better.
I would love it if it sent coaching emails and progress updates about how you're improving— listening more, not using filler words, etc.
More integrations

Return on Investment

Time savings
Skill building
Better coaching
Improved follow through

Support Rating

Quick response and good enablement of resources.

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?

Yes

Did implementation of Gong go as expected?

I wasn't involved with the implementation phase

Would you buy Gong again?

Yes

In any scenario where a manager has time to review calls and coach their team, I would recommend it.
It may be less appropriate when there isn't someone to own the review calls unless you're confident in your team's ability to self-review.

Great Coaching Tool!

Overall Satisfaction with Gong.io