Gong
Gong.ioExternal reviews
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Gong is great - super convenient for call recording that works seamlessly with Zoom
What do you like best about the product?
Timelines of calls is awesome and intuitive making it easy to find the parts of the call you wanted to go over again.
What do you dislike about the product?
The call recording quality isn't the best - Zoom local recording is much better but harder to share with Team. Sometimes I can't read the text on the screenshares which makes troubleshooting issues after the call difficult.
What problems is the product solving and how is that benefiting you?
Passing feedback from Customers directly to all relevant Team Members easily - its really nice to easily share the snippets of conversation about how the customer feels to other relevant Team Members instead of relaying your interpretation of what they said which doesn't always have the correct context.
Functionality meets with expectations, overall design aesthetic a bit off
What do you like best about the product?
Ability to comment on calls, share call snippets, and easily search/find the calls I'm looking for.
What do you dislike about the product?
Transcription of calls not customized to our business - often words that are specific to our industry are completely missed.
What problems is the product solving and how is that benefiting you?
Helps me quickly review my Customer Success team's calls with customers and provide coaching. Has helped with scaling advice to the team and keeping call recordings organized for later use (preparing for future meetings, finding examples of a specific use case, coaching on changes to make to our delivery).
Recommendations to others considering the product:
Be sure to provide advice to your team who is reviewing calls on consistent tagging so that it's easy to quickly filter and find examples of good/poor behavior. Measure the number of calls reviewed by managers and hold managers accountable to actually reviewing their teams' calls!
Fantastic tool for sales, product, marketing, and leadership
What do you like best about the product?
- Integrates with all the tools I use to communicate externally (phone, zoom, etc.)
- Provides incredible insights about what I'm doing or not doing on calls and how it relates to what I'm trying to achieve
- Adds value at every level of the organization
- Provides incredible insights about what I'm doing or not doing on calls and how it relates to what I'm trying to achieve
- Adds value at every level of the organization
What do you dislike about the product?
I can't believe I'm saying this about a software product but nothing? I'm sure I could nitpick and find something but overall it's been nothing but positive for me.
What problems is the product solving and how is that benefiting you?
- Sales training/enablement
- Game-tape: being able to listen back and see what happened so we can plan accordingly
- Product development/marketing - what are customers saying/asking?
- Saves me if I missed a note, transcriptions and ability to search within is game changer
- Game-tape: being able to listen back and see what happened so we can plan accordingly
- Product development/marketing - what are customers saying/asking?
- Saves me if I missed a note, transcriptions and ability to search within is game changer
Recommendations to others considering the product:
Use in more than just sales. It's incredible valuable for product, marketing, and executive leadership
Best in Class
What do you like best about the product?
Super simple user flows and a really great way for you to engage every team member. The automation elements are easily accessible and new users can get 80% of the platform value without much training as a result. CSMs are great, sales people are great, and the company culture (from the outside looking in) makes you want to work with them.
What do you dislike about the product?
There is a lot of power in this platform and I feel I am only tapping into 80% of it. More of that is based on my own time so (this is a very nitpicky wishy want) it would be cool if we could get a usage score / implementation score so that we could know if we are truly getting everything out of it or if there is work to be done.
What problems is the product solving and how is that benefiting you?
Massive insights into deal intelligence, SDR coaching quick and timely + better onboarding and ramping by making our best calls and reps accessible without taking away selling time.
Recommendations to others considering the product:
Look around but know that it's the best.
The insights in real time, to help you grow!
What do you like best about the product?
That I can immediately come and listen to my calls and compare my stats to what is working. I also love the breakdowns, transcripts and ease of use.
What do you dislike about the product?
Hearing myself, that other can hear me. I would prefer that I was able to choose who can listen.
What problems is the product solving and how is that benefiting you?
I am able to reflect and implement better ways to do things.
Recommendations to others considering the product:
use it daily, make it part of your day to day
CSM Never forgets a promise made to a customer!
What do you like best about the product?
I love that I can be fully involved in a conversation, and know that I can refer back to it quickly, take snapshots to share product feedback or issues t other teams. Get exactly what was requested or promised done for the customer. I like that I can listen to other team members conversations with my customers to get a good overview of their experience and keep consistent.
What do you dislike about the product?
I wish there were more integration options, especially if I could push tasks directly through Zapier or an integration. I am not an admin so perhaps it is my permissions?
What problems is the product solving and how is that benefiting you?
I am ensuring all the different teams that speak with my customers are consistent. I am solving for the issue of multiple team members all working on the same customer contacts
Gong is great
What do you like best about the product?
Being able to go back and listen to calls to clarify something.
What do you dislike about the product?
The visual Layout is busy and can be slightly confusing.
What problems is the product solving and how is that benefiting you?
Relistening to conversations.
It's for anyone who takes virtual calls! the best thing since sliced bread
What do you like best about the product?
The share feature for colleagues vs clients, link expiration feature (keeps my clients on their toes to keep up the momentum and review the call in a timely manner), the comments feature, snippet highlights- wow those snippet highlights especially being able to not only cursor highlight but also enter in the exact minute and second so that you can highlight wins, issues, action items, filter out the fluff, etc. The team analytics dashboard. I walked my team through the dashboard on a peer call review (we have bi-weekly call "roasts")--they loved it! It's a great coaching tool and keeps the team motivated and thinking about our professional development. It can be high-level but you can click into the charts for granular views and see the call data source. I haven't used the coaching feature but I do love that it exists.
What do you dislike about the product?
I used to love that it highlighted who was talking but pre-zoom integration it doesn't list everyone but not sure who it chooses, perhaps those who weren't on the invite but joins the call or only the first few people who accept the invite? I do wish I knew about Gong is in all my previous jobs. They need to get the word out there. one thing, wish it could highlight "other person(s)" talking when they're on a single line together or even when they weren't on the original call invite. Post-zoom integration, we started seeing less identification of the callers and not sure why but that's our IT's issue to troubleshoot since they set it up. The transcript and dashboard aren't 100% accurate but I imagine *crossing fingers* this technology improves over time as it collects more data. They're both genius features highlighting great metrics and I hope that there is investment in its accuracy enhancement. Productivity wish/dream: the ability to bookmark and annotate the caller highlights while on a call and then getting a transcript of THOSE conversation clips I bookmarked with notes I made. If you gave me the option to integrate THAT specific transcript to a specific field in Salesforce, it would give me the biggest headstart on my notes--and then you can take all my money.
What problems is the product solving and how is that benefiting you?
able to review calls, can share calls with clients for them to reference so they can rest easy and take full advantage of focusing on a productive call rather than stopping to write notes on everything I say, have an idea of who was talking, easily provide others a visual reference and context of what happened during a call, tune into things that were overlooked, keeping tabs on calls, seamless integration w your calendar, team activity stats allow you to scale coaching, conversational intelligence
Recommendations to others considering the product:
no one at our company dislikes using Gong. If you want your calls recorded, hands down, use Gong. Scrap the zoom recording and stop living under a rock :)
Value Super Quick
What do you like best about the product?
The transcript feature - great for finding action items as a CSM.
What do you dislike about the product?
Some of the translation still needs work - some of the words are incorrect, but that will come with time I presume.
What problems is the product solving and how is that benefiting you?
It is a challenge to capture everything that was discussed in deliverable based project calls - this is a safety net.
Recommendations to others considering the product:
Use transcript to get better at your presentation.
User friendly & detailed overview of your calls
What do you like best about the product?
I love how accessible Gong is. The stats that are provided for every call and suggestions make it easy for me to improve my skills as a salesperson.
What do you dislike about the product?
It would be nice to be able to filter calls by date easier.
What problems is the product solving and how is that benefiting you?
I am able to listen to my calls and hear where I am uncertain during a pitch and can recognize where I may have lost the client. I am benefiting from the suggestions between asking questions or the longest monologue.
Recommendations to others considering the product:
Definitely give it a try to improve your own skills. You can really analyze each call with the transcript and the suggestions that Gong provides
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