Intuitive and User-Friendly with Impressive AI Features
What do you like best about the product?
It's very intuitive and has great AI features. It's also very user friendly
What do you dislike about the product?
I wish it had features to make it easier to send bulk outbound emails.
What problems is the product solving and how is that benefiting you?
It records all the historical conversations we have with clients/prospects and helps us prepare for next steps. We also use it for forecasting and pipeline generation.
Call transcripts have transformed my preparation and now keep complex customer histories clear
What is our primary use case?
My main use case for Gong is to review customer call transcripts and prepare for upcoming calls.
After the Christmas break, I wanted to catch up on some of my customer calls from last year because I have around 75 customers, which can be difficult to keep up with. To prepare for calls, I usually view the account summary because it provides questions, suggestions, and a summary, which is extremely helpful and valuable.
I typically use Gong for customer call preparation and to understand accounts in more depth.
What is most valuable?
The best features Gong offers include transcription, which allows me to be mindful and present with the customer without taking notes, and the ability to generate a follow-up email, which is a helpful starter when I forget what I wanted to follow up on.
I find myself relying on transcription most often. After a call, I put the transcript into our internal AI tool to draft a follow-up email, ensuring I cover all questions.
Gong has positively impacted my organization because as customer success managers and sales team members, we all have quite a few accounts. Gong helps us keep track of customer health, prevents us from working in silos, and allows everyone to see everyone's calls so we can learn from each other. It is fantastic for new hires. I started in my current company six months ago, and Gong helped me get up to speed with the accounts I received by reviewing previous calls.
Gong improved customer satisfaction scores because customers did not have to repeat themselves after contacting me as a new customer success manager.
What needs improvement?
Gong can be improved with the follow-up email feature. Sometimes when I click on generate follow-up email, there are points and questions missing, so this is not quite as reliable.
The transcription accuracy could potentially be improved, though the rest of the product is great.
For how long have I used the solution?
I have been working in my current field for about three to four years.
What do I think about the stability of the solution?
I would describe Gong's stability as very stable.
What do I think about the scalability of the solution?
I would describe Gong's scalability as very scalable.
How are customer service and support?
I have never been in touch with customer support.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I am not aware that any other solution has been used previously before Gong.
How was the initial setup?
I do not know if we purchased Gong through the AWS Marketplace, as I was not involved in that.
What about the implementation team?
I was not involved in the pricing, setup cost, and licensing.
What was our ROI?
I was not involved in seeing a return on investment with Gong, so I do not have any relevant metrics such as time saved or better customer outcomes.
What's my experience with pricing, setup cost, and licensing?
I was not involved in the pricing, setup cost, and licensing.
Which other solutions did I evaluate?
I am not aware that any other solution has been used previously before Gong.
What other advice do I have?
I would advise others looking into using Gong to explore the tool more thoroughly. Every other month, I find a new hidden feature that I find very useful. For example, I recently realized that Gong provides advice on how fast you speak and how many filler words you use. I recommend being open to discovering additional features rather than using it only for transcription. I would rate this product a 9 out of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Call insights have transformed my note taking and now power faster, more credible follow-ups
What is our primary use case?
My main use case for Gong is that it gives me time back, as it eliminates manual note taking with call recaps by recording all of my calls, allowing me to have tighter and more credible follow-ups instead of spending all that time on a call writing notes.
My main use case for Gong includes two aspects: first, call recording, and second, the ability to use Gong to highlight the entire conversation that happened via AI.
How has it helped my organization?
Gong has positively impacted my organization hugely, as we run pipeline meetings from Gong and I can ask questions around MEDDIC and MEDDPICC while getting better visibility and more predictable revenue.
While I don't have tangible metrics, I can say that win rates have increased, and the ramp time and better coaching I receive from listening to calls is incredible, saving me four to five hours a week just with the follow-up feature.
What is most valuable?
Gong eliminates the manual note taking that I would usually do on a call, which helps with my follow-up; instead of spending fifteen to twenty minutes after every call writing notes, I move straight into the follow-up piece, capturing quotes, objections, and signals so my follow-ups sound as if I was truly listening.
Gong shows me which questions I should have asked by highlighting discovery areas where I may be weak or if I talked too much, sharpening my discovery muscle and improving my self-coaching.
The best features that Gong offers include the ability to help me write a follow-up email that makes sense and aligns with what the customer said on the call, and the AI piece that helps me draft a follow-up email based on the transcript.
I use Gong's AI-powered email follow-ups for every call, as after every discovery call it generates that follow-up email right away for me to spot check and maybe add a few things I remember or want to elaborate on.
I find the pipeline feature, the AI feature, and the call recording feature to be the most important features that I use.
What needs improvement?
Gong could be improved with a little bit better AI on the follow-ups, as I still find myself using Gong AI-generated follow-up emails with my own parameters in ChatGPT.
As AI gets smarter, I think Gong could recommend questions based on actual business scenarios, which would help move deals along faster and provide responses that are helpful for new business representatives.
For how long have I used the solution?
I have been using Gong for roughly five years.
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
Gong's scalability is easy; I scale it across a new logo team, a customer success team, and leadership asking questions, making it super scalable across the organization.
How are customer service and support?
I have never had any problems with Gong, so I would say customer support is good.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I previously used Chorus but believe Gong is head and shoulders above the competition against Chorus and Zoom.
What was our ROI?
While I don't have actual numbers, the time saved has been huge; with seven calls a week, Gong has to be saving me four to five hours a week in terms of manual tasks.
What other advice do I have?
If you are looking into using Gong, my advice would be to determine what you are trying to solve, as it offers a lot of features such as recording calls, automatic note-taking, a user-friendly interface, and the ability to showcase areas for improvement. I would rate this solution 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?
Seamless Integrations and Automation for Effortless Workflows
What do you like best about the product?
Gong has seamless integration with other tools which promotes great smooth and highly streamline workflow.
It is highly automated which helps us capture action items and follow ups automatically thus promoting great workflow.
What do you dislike about the product?
The tool can be a bit expensive for small teams.
What problems is the product solving and how is that benefiting you?
Gong helps ensure accuracy in forecasting as it offers data driven insights thus reducing blind spots in pipeline an overoptimism. It helps make forecasting more reliable.
Actionable Insights and Seamless Integration Elevate Sales Performance
What do you like best about the product?
Exceptionally actionable insights: Call recordings, transcripts, and AI-driven highlights surface patterns that reps and leaders can actually act on.
Strong coaching value: Managers can pinpoint moments in calls (talk ratios, objections, next steps) to coach with evidence, not anecdotes.
Deal risk visibility: Flags around pricing talk, competitor mentions, and stakeholder engagement help teams forecast more accurately.
Ease of adoption: The UI is intuitive, and value shows up quickly once calls are connected.
Ecosystem & integrations: Plays well with major CRMs and sales tools, making it central to the sales workflow.
What do you dislike about the product?
Pricey: It’s a premium product; smaller teams may struggle to justify the cost.
Information overload: With so much data, teams without a clear process can feel overwhelmed.
AI isn’t perfect: Transcriptions and insights can miss nuance (accents, crosstalk, complex jargon).
Privacy & culture concerns: Continuous call recording can feel intrusive if not rolled out thoughtfully.
Customisation limits: Some teams want deeper control over dashboards and reports.
What problems is the product solving and how is that benefiting you?
Gong turns unstructured call and meeting data into structured, actionable intelligence. For me, that means clearer insights, better coaching, stronger forecasting, and ultimately higher sales productivity.
Clear visibility into what actually drives deals forward
What do you like best about the product?
It turns real sales calls into clear, actionable insights. I can quickly see what’s working, where deals are at risk, and coach or adjust based on real conversations instead of gut feel.
What do you dislike about the product?
The biggest downside is the price. It’s a powerful tool, but it can be hard to justify for smaller teams. It also takes time to set up properly and get everyone using it consistently, so the value isn’t always immediate.
What problems is the product solving and how is that benefiting you?
Gong solves the guesswork in sales by capturing and analysing real conversations. It highlights what’s working, flags deal risks early, and shows trends across the funnel. For me, that means better forecasting, faster onboarding, and coaching that actually moves the needle because it’s based on real behaviour, not opinions.
Effortless Platform Updates and Seamless Salesforce Integration
What do you like best about the product?
The ability to update one platform rather than multiple- write back to Salesforce
What do you dislike about the product?
Some of the ai is very generic and doesn’t give specifics answers
What problems is the product solving and how is that benefiting you?
Gives me the ability to forecast sales manage pipeline and not miss a deal
Intuitive Interface with Robust Client Outreach Features
What do you like best about the product?
I use Gong as a CSM for client outreach and notifications. It allows me to quickly notify clients of updates and send targeted messaging based on various criteria. I like that the UI is very clean and intuitive. The automatic to-dos based on emails and meetings, as well as the auto-generated meeting follow-up messages, are huge for me. I also appreciate the proper integration of Salesforce fields. The initial setup of Gong was quick and with minimal issues.
What do you dislike about the product?
I wish that I could create lists based on multiple data sets such as account + person fields and for there to be more sophistication around account based reporting. It is very person centric.
What problems is the product solving and how is that benefiting you?
I use Gong to quickly notify clients of updates and send targeted messaging based on various criteria like upcoming renewals or decreased product usage.
Effortless Call Recall Makes Communication Easy
What do you like best about the product?
Recalling the conversation from the call is straightforward and effortless.
What do you dislike about the product?
I am unable to download the recording of the call.
What problems is the product solving and how is that benefiting you?
Recalling the conversation from the call is straightforward and effortless.
Effortless Call Recall Makes Conversations Easy
What do you like best about the product?
Recalling the conversation from the call is straightforward and effortless.
What do you dislike about the product?
I am unable to download the recording of the call.
What problems is the product solving and how is that benefiting you?
Recalling the conversation from the call is straightforward and effortless.
