Great solution that I can't imagine conducting customer engagements without
July 13, 2021

Great solution that I can't imagine conducting customer engagements without

Ray Rauch | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with

I hadn't used or known about before joining Concord. I've found that this platform completely transforms how we think about call evaluation, note taking and customer engagement. allows my onboarding team and customer success team to have a more fluid conversation with our customers and leaves the note taking and memory of what was really said to the platform. My teams have enjoyed a collaborative call evaluation where we listen to each others conversations and can learn from each other on what works well, areas we can improve upon and to uplevel our service and engagement we offer to our customers. The auto-add feature that brings automatically on all calls makes using the platform frictionless. The transcription is pretty good (as good as any voice recognition I've used) and it makes identifying parts of the conversation easy to quickly skip too. As a team manager I find the ability to play calls back at advanced speed + time shifting is also a huge time advantage in being able to review many calls in a short time. I haven't used the scorecarding feature yet but am intrigued by this capability to add uniformity to how we evaluate our calls for consistently getting to the most important points we want our customers to hear. I would recommend without hesitation to customer success teams who want to get their arms around and improve upon the quality of their customer call engagements.
  • Seamless call recording (auto join)
  • Transcription and playback efficiency
  • Automatic categorization of different segments of calls
  • Transcription is good but struggles (as many do) with accents and some dialects
  • Would be great to have summarization of salient talking points auto delivered
  • Alerting on specific configurable keywords would be a welcome addition
  • Auto Join
  • Transcription
  • Ease of sharing and collaborative evaluation
  • Positive: Our ability to confirm what was promised and delivered to customers saves us time and misunderstandings can be easily cleared up.
  • Positive: No more missed recordings with the auto-join function
  • Positive: More efficient and natural calls with more content covered per call due to auto note-taking is the first solution I've used of it's kind (outside of traditional recording functions of conferencing tools Zoom, Cisco Webex, etc). It is head and shoulders above.

Do you think Gong delivers good value for the price?


Are you happy with Gong's feature set?


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?


Great for Customer Success teams (QBR, check in calls, renewal conversations etc)
Great for onboarding calls and auto note-taking for data intensive conversations that you need to go back and review.
Fantastic for team call quality reviews and learning to conduct better calls as a group.
Voice to Text tech is still far from perfect but good enough to get the idea and listen to the actual conversation to derive nuance.