Gong + CS + Ops = Success
Overall Satisfaction with Gong.io
Gong.io has been a game-changer for my team. We use it to review calls and ensure scope, requirements, and deliverables are met. We also store our calls in a library for QA and training review. It's helped immensely coupled with Spekit for internal documentation to quickly ramp our new hires up as we grow our team. It allows us to review parts of calls instead of the whole conversation and hone in on specific use cases, feedback, etc. Overall, I will admit that I was a skeptical buyer of the tool and didn't understand why it was different than other software but I'm a huge advocate in the ability to review, store and share calls at scale.
Pros
- Call sharing and permissions: We can share calls internally/externally but control how and when.
- Call review: Looks at our calls and provides insights for talk time and key points that we're striving to hit.
- Storage and accessibility: It's easier to find previous calls and store them for use later.
Cons
- Zoom integration can sometimes be faulty but that may be more on the Zoom side of things.
- Being able to turn on/off recording and determine how/when pre-call would be helpful so we don't have to do so in flight.
- Call review/insights
- Call storage and recall
- Call transcriptions
- CSAT
- NPS
- Speed to delivery
Zoom, telephony systems, and RingCentral. I think all of these attempt Gong.io's functionality as a side focus but Gong.io's approach to call recording, assessment, storage, and sharing fits the need perfectly in my opinion. I would recommend layering Gong.io on to other calling solutions as needed, including Zoom meetings, in order to get good insights for your team and be able to scale through great training and feedback.
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?
Yes
Would you buy Gong again?
Yes
Comments
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