Automated call summaries have improved customer onboarding and support teams capture every detail
What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been using Gong for roughly around a year.
How are customer service and support?
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.
How would you rate customer service and support?
What other advice do I have?
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.
Helpful all-in-one AI sales tool
What do you like best about the product?
Top tier recording, transcription, summary of sales calls, AI analysis
What do you dislike about the product?
Higher cost
AI analysis and coaching is not real time
What problems is the product solving and how is that benefiting you?
Recording, transcription, summary of sales calls with AI
Revolutionizes Sales Coaching with Powerful AI Insights
What do you like best about the product?
Gong demonstrates a brilliant conversation intelligence, by instantly or automatically transcribing calls or texts and analyzing them
The tool includes AI support, which issues insights and summaries of event engagement
The app facilitates the coaching of sales representatives or agents, and this improve their abilities
The app ensures there is easy call search, where it uses keywords
The app goes along with CRM and other major engagement apps and this facilitates the capturing of insights
The program has real time forecasting abilities, something that facilitates the performance of the firm
What do you dislike about the product?
Gong has pricing complications, where annual contracts demands extra money
Adoption or onboarding of Gong is problematic and requires significant time
What problems is the product solving and how is that benefiting you?
Gong creates a visible insight concerning the real customer engagement or conversation.
The app has robust coaching or skill enhancement capabilities and this guides managers on how to train the sales reps
The tool demonstrates accuracy in forecasting, something that guides sales representatives
The program saves on operational expenses, where it has automated recording capabilities
The app establishes centralized knowledge base that enables users to search specific content on the system
Insightful Call Analysis and Seamless Sharing
What do you like best about the product?
Gong is incredibly helpful by transcribing and analyzing sales calls that help me extract insights from users and help inform design decisions. The ai summary and insights give me a quick high level of the call and the ability of saving and sharing help seamlessly in our feedback research
What do you dislike about the product?
i dislike how it marks a call as listened when i haven't listened to the full call. if i close out of a call before finishing it and go back to the home page, it makes me think i've listened to the call. sometimes the ai summaries are also inaccurate and makes me think it isn't reliable
What problems is the product solving and how is that benefiting you?
Gong is solving the business problem of having a central place of recorded sales calls to help with our feedback research. This benefits me because I have a library of collected feedback to analyze and sythensize
A Convenient and Holistic Outreach Solution
What do you like best about the product?
Its very convenient and holistic, one of the best outreach solutions
What do you dislike about the product?
Nothing as of now to dislike, its a great product
What problems is the product solving and how is that benefiting you?
It has increased our connect rate and helped us be on top of our daily tasks
Absolutely Love This Software!
What do you like best about the product?
The interface is simple to understand and effective to use. It gives complete accuracy and insight to performance metrics and is a convenient and useful tool.
What do you dislike about the product?
At the moment I have no dislikes. I use Gong on a daily basis and the fact that I can review my calls is extremely helpful an adds insights to where I can improve.
What problems is the product solving and how is that benefiting you?
Gong helps me to refine lead searches and optimize mty performance by giving me clear indications on where to focus my efforts.
Revolutionizes Sales Conversations with Powerful Analytics and Training
What do you like best about the product?
Gong gives a brilliant sales conversation that automatically captures, analyzes or transcribes all the discussions, and it outlines the exact picture of interactions
The software ensures robust and accurate forecasting, and this brings pipeline transparency
The platform creates an effective training program or environment, and this gives accurate summaries on what best to offer to customers
The program automatically captures CRM contact and this includes syncing them up for easy engagement
The software works with brilliant sales tech that facilitates analytics and ensures conversations intelligence for easy engagement
What do you dislike about the product?
Gong has high cost, and this includes the general platform fees, and other user licensing
The onboarding process is complex, with high adoption costs and struggles
What problems is the product solving and how is that benefiting you?
Gong provides magnificent conversation intelligence that analyzes all emails, calls and even meetings
The software embraces AI for insights collection and summaries, and this ensures proper follow up
Gong provides robust coaching measures and this includes segment conversations, score calls and spot patterns and this improves on performance and training
Gong ensures remarkable integration with CRM and this facilitates customer connections and eliminates manual data entry
The platform provides a centralized insights concerning the customer insights, and the conversational analytics
The platform ensures automatic transcription, contact syncing and this free the sales rep time
Exceptional Voice Recognition, Needs More Research Features
What do you like best about the product?
I really like Gong's voice/speaker identification; it's excellent and much better than other research software we've used. The insights captured in summaries are of higher quality than competitor products. Even though Gong isn't specifically designed for product research, it works very well for us in that capacity. Setting up Gong was quite easy, and getting access was straightforward for me. We previously used Marvin, but Gong has performed better in several areas.
What do you dislike about the product?
Gong isn't designed for product research, but still works very well for us in that capacity. Features that support research goals and insights could help us further if developed. More ways to track themes or insights across multiple interviews could be helpful.
What problems is the product solving and how is that benefiting you?
I use Gong to capture customer interviews, helping me evaluate how features work for them. Its voice identification and insight quality are excellent, outperforming previous software.
Insightful Call Analysis with Detailed Performance Breakdown
What do you like best about the product?
Scores and breakdown on how I did for each part of the call
What do you dislike about the product?
Sometimes the search function is not as accurate and may required a few tries
What problems is the product solving and how is that benefiting you?
Helps me listen to my convos and get feedback and improve on it
Seamless Integration and Effortless Setup Boost Productivity
What do you like best about the product?
It has seamless integration with other tools which promotes a streamlined workflow which ensures high productivity as users work from one platform without having to move from one tool to another.
It has an intuitive tool that is easy to use. It implementation and set up is also easy.
What do you dislike about the product?
The tool is a bit expensive for small organizations.
What problems is the product solving and how is that benefiting you?
Manual sales forecasting using representatives opinions is highly inaccurate and makes it hard to make data driven decisions. Gong on the other hand offers uses actual conversation signals and activities patters which promotes accurate forecasting so we are able to plan for revenue using data driven insights.
