Gong

My main use case for Gong  is working in customer success, where Gong  is super helpful during onboarding calls and the journeys that we track through customer success to improve the feedback that we receive from customers. Gong also captures the key notes which are required for follow-up calls and helps us to record events within our internal tracking systems.

A specific example of how I used Gong in one of those onboarding calls is that we have typical onboarding calls in the company where we show the products that customers buy and what the seat limits and limitations are, as well as the contact details that we provide from our end. Gong is super helpful in case we miss out on sending an email or reminder or a presentation that we shared in the meeting as a follow-up, as Gong reminds us to follow up on it and then send it across to the client.

The best features Gong offers include the AI summary that Gong generates, and this is a super helpful aspect of Gong as it integrates into other tool sets such as Salesforce  and ChurnZero easily, especially in terms of customer success. Gong covers pretty much everything and also tracks certain metrics, which is helpful for the company to monitor their product feedback.

The integration with Salesforce  and other tools helps my daily workflow as Gong captures the next meeting schedule specifically and integrates into the calendar that we use, and also lists as a task in Salesforce. When we miss out on sharing an invite to the user, it creates a reminder and sends it through to us, or it helps us to take a look at Salesforce and identify there is a task pending.

Gong has positively impacted my organization overall in terms of people not having to carry pen and paper, which they use regularly during meetings. The main reason behind this is that Gong integrates easily with every tool. Not having to take manual notes has changed things for my team as it improved accuracy and saved time. We also do not miss out on anything.

Gong can certainly improve in terms of certain scenarios where Gong fails in terms of customer support. Gong does not integrate well within Microsoft Teams  calendars. Sometimes the extension gets missed out and it does not get added to the meetings easily, so that is the major drawback that I have seen across. Sometimes I used to think Gong is part of the meeting, but it gets missed out all of a sudden, and we will not have the meeting covered and will be wondering where Gong is.

Another thing I would say is that customer support can be improved. I have faced certain scenarios where there was a delay with the team to get back in terms of the challenges that we faced during our regular workflow.

I have been using Gong for roughly around a year.

Customer support can be improved. I have faced certain scenarios where there was a delay with the team to get back in terms of the challenges that we faced during our regular workflow.

On a scale of one to ten, I would rate Gong overall as an eight.

I chose an eight because there are two things that can be improved in Gong, so minus two. Those improvements affected my experience as it delayed a bit, such as when I needed to recall what I discussed with the customer. We are always prepared, but Gong is needed to support us. My overall rating for Gong is eight out of ten.