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Gong has been a tool that provides great clarity for our Customer Success team
January 25, 2021

Gong has been a tool that provides great clarity for our Customer Success team

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

Overall Satisfaction with Gong.io

Gong in our organization has been used mainly by the Sales and Customer Success team. However I do believe all teams/departments in the company have used Gong to review customer feedback on our platform, understand what common questions or objections come up and see how we use the tool in a real time scenario. The problem it addresses is it finally demystifies what goes on in customer calls in all stages of the customer lifecycle. It also helps clear up questions that before we would have to wait to ask each other. I also love it helps the customer as well as they can get a recording of their calls and not have to worry about taking notes.
  • Provide recap emails with items you promised the customer to make sure we complete them.
  • Helps managers get a true view into how their teams are performing and it has wonderful features to provide internal feedback.
  • Provides the customer with a recording of the call, a breakdown of most interesting points and topics and a script. Very accessible friendly!
  • I feel like without guidance from the Gong team a customer on their own won't find all the features.
  • I think the aggregate call data reporting could use improvement. Sometimes I want to get specific data points on call types and it's not easy to get it.
  • There should be an easier onboarding for all users from the decision maker to the end user.
  • I would say it has helped greatly in customer disputes over promised services.
  • It has made call feedback faster and more efficient.
  • It provides the end user an extra feature with all call recordings provided.
I have not used other products like Gong.

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

This tool is appropriate for any team that is customer facing. As a manager my favorite thing about the tool is that it provides clear proof of what has happened on calls. It has been a great tool to resolve customer disputes efficiently because we have all the proof of what has happened on calls and what was promised vs not. There can be no miscommunications.

Also as a manager this tool has made me find trends in my team like:
- Are they talking about features we are supposed to be highlighting?
- Are they following up on our quarterly initiatives?
- Are they appropriately onboarding customers?
- Which features are the most asked about vs not.

Using Gong.io

50 - Sales and Customer Success
1 - I think anyone would be able to support this but to be fair I am not the person who does it so I am unsure how complex the initial setup is. I do think maintenance is fairly simple.
  • Record all calls.
  • Be able to find talk track trends.
  • Make sure important features/products/services/initiatives are being talked about.