Excellent Call Summaries, Outlines, and Action Items for Easy Follow-Ups
What do you like best about the product?
The call summaries, outlines, and action items are great reminders of what happened in the current call, and they also provide helpful insight into past calls.
What do you dislike about the product?
Sometimes the AI search doesn’t work and says it can’t find an answer. It also struggles to recognize some client names, or it misunderstands them and gets them wrong.
What problems is the product solving and how is that benefiting you?
The call summaries are a great reminder of what was discussed. The insights into my own calls—like the Patience meter, the number of questions I ask, and parroting—are extremely helpful. I also appreciate that my manager can grade my calls, which really supports Customer Success coaching.
Daily call insights have boosted renewals and transform customer conversations into actions
What is our primary use case?
My main use case for Gong is client call recording, transcription, analysis, and customer forecasting.
A quick specific example of how I use Gong for those purposes is that all of our client calls are linked via Outlook and Salesforce to Gong, so it automatically accepts Gong recorder to our client calls. Last week, we had a client call about some negative issues the client was having with the implementation of a software product. I was able to record the call, share the call with the client who wanted the recording of that call, but also with our internal tech team. We were able to share Gong page internally with non-client-facing people so that they could listen to that call and get the technical and sentiment information from the client.
I have something else to add about how I use Gong, as we are working to implement Gong into our internal AI agent customer success agent system, linking it to Salesforce, to Jira tickets, and for overall dashboarding, retention reporting, and analysis of lost clients as well. It is a very big part of our analysis.
What is most valuable?
I think the best features Gong offers are that the transcription is really strong. You can take that and put that into something like Claude or ChatGPT and use that transcription right away. You can also share those calls with other individuals internally. I think the external sharing might need some work, as if Gong had the ability to edit the calls. Right now, I have to go into Microsoft editor if I want to edit out the beginning of the call or something similar. So perhaps if Gong could be enhanced with the ability to edit these calls for external use to eliminate any confidential information and send that call to the client in an easy, quick way would be beneficial.
I would like to add that the analytics seem straightforward and on point, as well as the integrations seem very clear and easy to use. Everything is sort of right there. I use it daily.
Gong has positively impacted my organization by improving efficiency. At the end of the day, it is helping our renewal rate, which is the purview of Customer Success Manager roles. It is the ARR. Being able to have these client touchpoints, analyze them and share them internally, is really powerful to be able to cut right to cross-departmental issues that might affect retention. I think that is probably the biggest factor and value that Gong has, at least for my role.
What needs improvement?
Gong can be improved in terms of external sharing and editing, as the editing and being able to share an edited version of the call might be my biggest improvement. Other than that, everything is pretty smooth.
I appreciate the consideration and do not have anything else to add about needed improvements, as that is the main thing on my mind right now.
For how long have I used the solution?
I have been using Gong for two and a half years.
What do I think about the stability of the solution?
Gong seems very stable in my experience, as I have had no connection issues with email or with the recordings or anything similar, and no downtime that I could have observed.
What do I think about the scalability of the solution?
Gong's scalability has been excellent for my organization. It has handled our needs as we have grown or expanded, as rolling out not only to the sales team but to the Customer Success team shows the amount of trust that we have and the value that it has for us as client-facing people.
How are customer service and support?
I have not interacted with Gong's customer support, but I have heard it has been very smooth.
How was the initial setup?
My experience with pricing, setup cost, and licensing is that I was not really the one who did the pricing or the setup implementation. I do know that it was rolled out to the Customer Success team as well as the sales team. I am not able to give more information on the pricing or the implementation. From my point of view, it has been pretty smooth.
What was our ROI?
I have seen a return on investment since using Gong, as the ARR has gone up overall by ten percent, and I think Gong has probably been a big part of that. I myself have not quantified exactly the effect that Gong has had. I can tell you it is part of our daily toolbox.
What other advice do I have?
My advice to others looking into using Gong is to use it every day. Link it to your Outlook. Really get in there, grab the transcripts, put them in Claude. Really use it. It is quite a tool if you put it into your daily tool set, as we do.
I do not have any additional thoughts about Gong before we wrap up, as it seems to be a great tool. I would rate this review as a nine out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Super Helpful Insights From Client Interactions
What do you like best about the product?
It’s a super helpful tool for getting more insights from client interactions. It also calculates how long you’re talking over the other participants, which makes it easier to spot and improve those moments.
What do you dislike about the product?
The only thing I dislike is searching for a client on the home page. There are two different ways to do it, and it ends up confusing me.
What problems is the product solving and how is that benefiting you?
Gong and its automations help me follow up with my clients in a more detailed and organized way.
Extremely Intuitive User Interface
What do you like best about the product?
User interface is extremely intuitive to navigate
What do you dislike about the product?
I do not have negative feedback about gong
What problems is the product solving and how is that benefiting you?
Gong allows me to quickly recap important meetings and discussions
Seamless Zoom Integration with Automatic Recordings, Recaps, and Transcripts
What do you like best about the product?
I love how it easily integrates into Zoom and it records the meetings and automatically sends the recording to my email. I like how simple it is to add to a meeting, as well as all the features available when I'm visiting the recording like looking at AI generated recaps and summaries and transcriptions and such.
What do you dislike about the product?
I would like to see more of a visual foor it on Zoom, currently it seems a bit hidden but I would like more of a visual indicator when it is there.
What problems is the product solving and how is that benefiting you?
It records meetings and sends them and stores them to be reviewed which is very helpful for referring back to important calls. It also provides meeting sumaries and recaps which save a lot of time going back through the meetings.
Streamlined Meeting Management with Gong's AI Features
What do you like best about the product?
I like the folders for easy organization of specific types of calls, which are really useful for new hire onboarding. I appreciate the AI summary and next steps, and the easy search bar that helps find keywords or info needed quickly. These features save me time and make it easier to follow up with a client or train a new team member. The initial setup of Gong was very easy, which was a plus.
What do you dislike about the product?
My only issue is when the Gong recording isn't set up as expected, like having to send a new or updated Zoom link at the last minute. Uploading the Zoom recording to Gong wasn't very intuitive. It took some time and help to figure out how to make it work. I'd appreciate clearer support instructions or a more intuitive placement for external uploads.
What problems is the product solving and how is that benefiting you?
I use Gong to reference past calls, summarize meeting information, and train new team members. The folders, AI summary, and search bar save time and help me find needed information quickly.
Empowers Strategic Sales with Insightful Analytics
What do you like best about the product?
I use Gong to gain deeper visibility into customer conversations and deal health tracking across the sales cycle. It helps me review call recordings, track key topics and objections, and understand stakeholder sentiment so I can follow up more strategically. I find it valuable for forecasting and pipeline management by highlighting risk signals, buying intent, and next steps. Gong captures and analyzes calls and meetings, so I don't have to rely on memory or subjective notes, which clearly shows me what was discussed. The deal and pipeline insights are what I like most, as Gong flags risk factors, next steps, and engagement trends, which helps me prioritize the right accounts and stay ahead of potential issues. The coaching and collaboration features make it easy to share clips and insights with sales and leadership, keeping everyone aligned on messaging and best practices. Overall, it helps to reduce manual work and enables me to be more proactive in managing relationships. The initial setup was relatively straightforward, and though there was a short learning curve with all the features, the tutorials were helpful.
What do you dislike about the product?
Sometimes finding specific call moments or insights can be a bit cumbersome, especially when trying to filter by multiple criteria at once. More advanced filtering options would help to save time. In addition, with so many features and dashboards, it can feel a bit overwhelming at first. Simplifying the navigation or having more guided workflows for common tasks could help make it easier for new users.
What problems is the product solving and how is that benefiting you?
I use Gong to gain visibility into customer conversations and deal health, identify deal risks early, and align sales teams on messaging. It captures calls so I don't rely on memory, helps avoid deal churn, and improves forecasting with shared insights.
Effortless Setup, Deep Insights from Gong
What do you like best about the product?
I like the ease of use with Gong, which makes it convenient for monitoring our conversations with customers and prospects. I also enjoy how it integrates with other go-to-market tools, enhancing our workflow. The initial setup was easy, which I really appreciated.
What do you dislike about the product?
I find Gong can be a bit overwhelming to digest easily. It could use stronger mass enablement within a single company.
What problems is the product solving and how is that benefiting you?
I use Gong to monitor our conversations across customers and prospects. It helps identify key themes and behaviors from large qualitative data sets. I like its ease of use and integration with other go-to-market tools.
Unmatched Sales Visibility and Insights with Gong
What do you like best about the product?
What I like best about Gong is the visibility it gives into sales conversations. Being able to review calls, see key moments, and understand what actually happened in a deal is incredibly valuable. The call recordings, transcripts, and AI insights make it easy to spot patterns around objections, competitor mentions, and next steps without having to rewatch full calls.
What do you dislike about the product?
The UI can also feel a bit busy, especially when jumping between calls, deals, and insights. Occasionally transcripts or speaker attribution need small corrections, and there can be a slight delay before calls fully process and surface insights. Overall it’s a strong tool, but there’s a learning curve to getting the most value out of it.
What problems is the product solving and how is that benefiting you?
Gong solves the problem of limited visibility into sales conversations. Instead of relying on notes or memory, it captures and analyzes real calls so teams can understand what prospects are actually saying, what objections come up, and where deals are getting stuck.
Optimize Meeting Management with AI-Powered Efficiency
What do you like best about the product?
I like the ease of use of Gong and how it integrates AI capabilities to find information quickly and summarize next steps efficiently. It saves me a lot of time by prewriting draft follow-up emails and helps pull relevant action items after each meeting, ensuring I don't miss anything. It also helps me be more efficient in project reporting by finding ongoing topics efficiently.
What do you dislike about the product?
I think Gong could improve cross-referencing between emails and calls to easily identify ongoing topics, which ones are pending followup, and which have been actioned in followup emails or calls. Having a dashboard overview that automatically pulls all action items from my calls with options to mark them as completed and add notes would be great.
What problems is the product solving and how is that benefiting you?
Gong saves me time by helping with meeting follow-up emails and ensuring I don't miss any action items. It aids in reviewing topics for weekly reports and understanding context when taking over tasks from other team members.
