Gong

What do you like best about the product?

I like that all of our conversations with our clients and prospects are in one place. We can quickly analyze trends, find gaps in our deals, and see how our outbound messaging is working. I love the prompt-based emails that use previous conversations to help tailor our cross-sell messaging.

What do you dislike about the product?

Credits. I hate the credit system. The system is unpredictable. Gong rolled out credits before their product was built to support them. There are so many gaps in the application of the credits that I am in a constant battle with my CSM and support to try to understand how they are used and why. Gong has been working retroactively to build controls and visibility to credit consumption. However, they should have had all this in place before rolling out the credit system.

What problems is the product solving and how is that benefiting you?

Gong is allowing us to factor in the voice of the client in our positioning, selling approach, and accountability. We are able to see the full picture versus just what our sellers and CSMs feel.

What do you like best about the product?

Gong brings a lot of work we were doing across separate tools under one hood. We had call recordings, transcripts, Notebook LM, spreadsheets, and engagement work happening in different places. Now the team can use Gong for call prep, follow-up recaps, deal boards, scorecards, flows, and account context without all the manual effort of stitching information together.

It has also been easy to get useful workflows up and running. We built new business and expansion deal boards, automated lead follow-up flows, handoff briefs, scorecards, and forecasting boards during implementation. The visibility is a big upside. It is much easier to see whether reps are following up on leads and to coach from specific moments in calls instead of listening to full recordings. Compared with Chorus, Gong feels much more usable across the broader go-to-market organization, not just as a place where calls get recorded.

What do you dislike about the product?

The biggest gap we're hitting right now is getting transcripts or structured notes from meetings that cannot be recorded into Gong. We can work around it with recap emails or the mobile app, but the workflow isn't optimal. Being able to ingest transcript text or separate notes directly would be ideal.

What problems is the product solving and how is that benefiting you?

Gong is helping us drive a more consistent go-to-market motion. We can see lead follow-up activity much more clearly, use automated flows for hand raisers and other signals, prepare for calls and generate follow-ups faster, and give managers a better way to coach from actual customer conversations. Deal boards and briefs also reduce the chasing and spreadsheet work around pipeline reviews and handoffs. We are still early in rollout, but Gong gives us one place to turn customer conversations into action across sales, customer success, services, and project management.

What do you like best about the product?

I like the visibility across the board. The AI assistant helps me learn more about the deals in our pipeline and understand what’s happening from a data perspective, so I can work more closely with our sales team. I find the reporting and analytics helpful, and I like being able to drill into an account at any time. Account visibility helps us forecast based on what we’re hearing and gathering from customers and prospects, while reporting and analytics help us connect activity to rep productivity. They also help make sure everybody’s on the same page and work together on an account plan. The initial setup was pretty easy, we were up and running quickly, and setup on Gong’s side was fairly simple.

What do you dislike about the product?

I’d like to drill down to the team level more easily and export more than three months of data at a time. Adoption and implementation took a while internally, and I’m still thinking through how we can use all the features we’re paying for.

What problems is the product solving and how is that benefiting you?

Gong gives us visibility across our revenue motion, keeping everybody on the same page about where we are with an account and where we may win or lose. I can share customer and prospect feedback across the organization and funnel it back to product to improve our company.

What do you like best about the product?

What I like best is that Gong gives us useful insight from customer conversations and lets us put it into real workflows. New hires use it a lot to listen to demos and learn from colleagues. We also use Gong data through MCP with Claude across sales, product and marketing, so Gong has become both a call library and a source of insight.

More recently, we have built our own qualification playbook around things like decision maker, ICP fit, size and confirmed commitment. Gong can pick this up from calls, show it in the deal view, and push it to HubSpot. That is super handy because it reduces manual CRM work and gives sales leadership a clearer view of demo quality. The team has also been very helpful in building this with us live, which made it easy to get started.

What do you dislike about the product?

We have a lot of data in Gong, but people have sometimes used it more through Claude than directly in Gong. The opportunity is making the more advanced workflows, especially forecasting, coaching and agents, easier to discover and adopt so Gong becomes part of everyone’s regular work, not only a library for calls.

What problems is the product solving and how is that benefiting you?

Gong helps us turn customer conversations into structured data we can actually use. We use it to help new hires ramp through real demos, give sales leadership visibility into qualification, and send key call insights into HubSpot instead of relying on reps to update everything manually. Our custom qualification playbook captures decision maker, ICP fit, size and commitment, which makes it easier to assess demo quality and follow up consistently. It also gives product and marketing teams customer feedback and missing-feature themes directly from calls.

What do you like best about the product?

Conversations and revenue seem to be the strongest tools, however our main need is Engage which seems less robust.

What do you dislike about the product?

Engage is limited: Single domain makes it hard for a high velocity model. Connection issues: Our IT protocols and Gong's API connections seem to conflict, and we can't find a resolution. Key connections break regularly, and Reps get frustrated. Call recording issues: Seems to be an issue with Google Meet call recording reliability. Slow to find a resolution. Revenue Architect (Customer Success): This has been a struggle. Poor response time, often none at all. Can't tell if they are stretched too thin, or...

What problems is the product solving and how is that benefiting you?

Hard to answer this as we are unable to get things to function as expected. At the moment, it is unfortunately creating more problems than it is solving.

What do you like best about the product?

What I like best is that I don’t have to think about notes at all. Gong records and summarizes every call, pulls out action items, and syncs everything to the deal in a CRM.

What do you dislike about the product?

Honestly, nothing much. There are a lot of features, and once you get the hang of it, everything is intuitive, and it quickly becomes part of your daily workflow <3

What problems is the product solving and how is that benefiting you?

Gong makes sure nothing from my calls gets lost, so I can focus on the conversation instead of taking notes, and I follow up faster.

What do you like best about the product?

I love the AI feature that allows you to save time by writing follow-up tasks and emails after calls.

What do you dislike about the product?

Sometimes it notes items as action items that were completed during the call, which can be confusing. It can also be hard to have the AI feature include all past calls for a specific customer - it often excludes one or more calls, or includes calls with other teams, causing me to go back and list all call dates I need included.

What problems is the product solving and how is that benefiting you?

Save time by helping with summaries of calls and action items to complete.

What do you like best about the product?

I like that I can put everything into the CRM as a result of a call without having to type out notes.

What do you dislike about the product?

Clunky and hard to implement. Getting to go-live required a lot of development support, and it wasn’t self-serve enough for a small company.

What problems is the product solving and how is that benefiting you?

tracking performance, especially for junior sales associates who are new to the role.

What do you like best about the product?

I love how I can analyze calls and see what is working and what not to strategise outreach. It gives a very reliable record of conversations, and deal visibility improved significantly. Conversation insights also get acted on frequently.

What do you dislike about the product?

It’s a bit slow using the AI tools and generally the software can struggle a bit with speed. The output is great but speed can be improved.

What problems is the product solving and how is that benefiting you?

I’m able to analyze calls to adjust my outreach strategy, and I get significantly better deal visibility. The conversation insights are used frequently for coaching.

What do you like best about the product?

I like that it gives a good recap of the convo, and call recording and call analysis have been solid for me overall.

What do you dislike about the product?

The AI outputs aren’t that accurate or consistent for me, and it can be hard to catch and correct mistakes. It’s mostly reliable as a record of conversations, but sometimes it over allots things to being very positive, and it doesn’t always explain why it produced a specific result.

What problems is the product solving and how is that benefiting you?

It gives me a mostly reliable record of conversations and a good recap of the convo. Deal visibility improved somewhat, and coaching insights were acted on sometimes.