Gong.io Features

Our whole company uses Gong to listen to recorded customer calls. We can hear what the challenges are that our customers have, in their own words. We can also use it to understand how they respond to our product pitch and demo. The ability to capture snippets and tag people is great.

The auto transcription isn't always accurate, but that's a low priority feature.

Our entire sales organization uses this tool. It is essential in our tech stack. BDRs use it for training and to review discovery calls. Account executives and Account managers use it to review calls so that they can get a better understanding of what our prospects need.

Training and onboarding for the product can be difficult at first. This tool is more modern than other tools. I recommend reaching out to the support team. They would be more than happy to help. They provide great service.

The best feature is call recording and transcripts and the ability to highlight and track few important points/topics from the call recording without necessarily going through the entire log. This saves time while getting the gist of the conversation

The AI/NLP on the speech analytics could be improved a bit. It is very good now but still there are improvement opportunities (some challenges with Asian dialects is what we have observed)

I was nervous when we first purchased this to have so much visibility, but it's been an amazing help for: 1) remembering what happened in a call whether that was yesterday or months ago 2) getting specific/contextual coaching feedback 3) seeing which deals need helps based on activity 4) flagging conversations by words that are said (especially when seeing how customers/prospects like new features or how other reps are selling those) 5) passing along feature requests or coaching notes to others on my team and in the business

It took us a bit longer than we anticipated to get fully ramped in a way where we were really leveraging it and able to do all of the above. No other major complaints, but worth noting I haven't tried any of the competitor solutions out there.

So novel. Yes, other demo softwares allow you to get insights. But Gong takes it to a whole different level. The tips are a prime example of artificial intelligence of the future. I can see exactly what I need to improve immediately after a call- and I check after each one. I set realistic goals that I can actually measure based on recommended best practices that are outlined to me from research that Gong makes available to me- average amount of patience, interactivity, and more that's necessary for a successful sales call.

The only thing I would change is that I'd like to be able to search more words within demos I've completed. The search functionality is already incredible, as it can pinpoint certain filler words and I can search a variety of terms. If it could capture more, which it likely will as they progress, I'd be thrilled.

Gong is a game changer. Not everyone has to be a pro on your team to analyze a call anymore. Anyone can use Gong to recognize keywords, themes, and areas for improvement with their call analytics. Also, a major time saver because you can search for those keywords instead of listening to an entire hour or more of conversation. I particularly enjoy any study that Gong publishes. By analyzing themes in the industry, they provide incredible insights around word choice and timing. Timing is everything, isn't it? Gong changes the way you work, for the better.

I can't think of a single downside to using Gong.

Being able to play back calls at higher speeds, and read the transcript. Gives me the ability to go through many calls throughout my day. Even better, I can set alerts for key words or phrases, so I can only focus on those calls.

It is hard to pick what not to like about GONG, but sometimes the transcript doesn't do the best job of translating, and you would need to listen again in order to understand the translation it made.

I love the call tracking, the account insights as well as the screen capture. It does a great job of transcription of calls as well as identifying the next steps based on their own internal AI. I have been able to streamline my reviewing and aggregate the call reviews that used to take me a full day to do now takes seconds. when looking at companies to support, I ask specifically if they have Gong, and if they don't I look and think less of them. It means that they don't have a dedicated need for quality or for training their sales and support people.

That there can be data double-dipping if call recording is done inconsistently across teams. This is a case by case basis for the end-user.

As an individual contributor, I can't think of another piece of software our team has brought on that is more valuable to me than Gong (excluding the table-stakes Salesforce or Slack type stuff). Gong is my insurance policy when my notes don't capture everything and I need to relisten to a call before the next stage meeting. Gong gives me insight into the quality of a conversation based on the metrics...

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Having Gong has made me a little bit more of a careless notetaker, because I know Gong is my insurance policy. At times this has burned me if some Zoom difficulty means the call doesn't get properly recorded because the Gong bot didn't get invited. If there are better categorization methods for calls, our team isn't using them. But it may be helpful to be able to quickly designate calls by type (prospect vs current customer) and use case / vertical (eCommerce vs SaaS for example). Salesforce data is pulled into Gong so maybe there's a way we just aren't utilizing.

As an Account Executive in the Software Space, I could not do my job as effectively without it. I use Gong's mobile and web-based solutions every day. Mobile App: In order to stay on top of my funnel in a detailed fashion, I am referencing prior conversations with my customer base every day. Gong's mobile application is the best way for me to reference prior conversations or demos on-the-go. Whether...

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Some analytics/call coaching capabilities are not available in my mobile instance of Gong. I am not sure if this is something my company does not pay for, however, this would be a "nice to have" as a rep while on-the-go.

Hard to choose one thing I like the most about Gong, but as an AE Manager, it would be Deals. The ability to filter to my team, to any individual AE, to month, quarter, and year, and instantly seeing every deal in pipeline is game changing. The ability to see what deals have the most two way activity, see deal warnings that you can customize, and even pull other fields on the Salesforce object all while being able to deep dive into a deal and listen to the demo or recent calls allows me to run 1:1s effectively, forecast accurately, and get the context I lack in CRM.

We use Clari for forecasting internally. If there was to marry Clari and Gong together, and I can forecast to my VP within Gong, that would be great.

It's easy to share calls internally and externally. If you set it up properly, you don't have to do anything for Gong to work. It just shows up in the background without any additional steps required from you. The reporting is robust and is presented in a way that makes it easy to know on what areas to coach your employees. The reporting, searching abilities, and transcripts make it easy to find best in class calls to add to the library so that the employees can learn from one another. It is especially helpful that you can highlight a "snippet" that is especially powerful or to reiterate the best next actions agreed to with the client. They can hear their agreement in their own words.

Some challenges are the way that our company uses Salesforce doesn't match the way that Gong set up their Gong to Salesforce integration. This restricts how accurate some of the forecasting is, due to multiple opportunities within one account. That's our biggest issue as well as challenges getting single sign-on connected. They are addressing both of these issues, but they have prevented us from getting the most out of Gong.

It creates true accountability across our customer facing teams that we are all properly taking the handoff from one another and moving our narrative forward. It’s the ONLY tool that everyone in our sales org asks for others feedback.

I’d like to see alerts anytime a specific chosen phrase or word is used by my team so that I can move quicker to resolution and feedback.

I love the idea that I can get alerts for certain types of calls to review but have yet to do this. I also like that I can read a transcript alongside the recording for extra clarity.

I do have some difficulty setting up the filters to get alerts for certain calls. I also think the user experience could be a LOT simpler.

It's very simple to learn at a basic level, which makes it easy to dive deeper into the functionality. Within a few minutes you can start to unlock insights about what kinds of topics are coming up in calls, how prospects are reacting to certain methods, etc. The interface for setting up automation is straightforward as well, and that gives you access to a host of use-cases for automatically extracting insights from your call data. It integrates pretty seamlessly with different CRM providers - including Salesforce and HubSpot. Using it to trigger workflows in tools like Zapier is a great feature.

While there's a lot you can do to analyze the data within the application - the manual data export feature isn't as great. If you just want to cut and filter a spreadsheet, it's a pretty cumbersome process. That being said, if you connect it to another tool for analyzing the data it's not a problem.

I've now used Gong at two organizations and, as a sales professional, I get a ton of value from the transcriptions and keyword searches I can do on my calls. I often have hours of conversations, demos, and proof of concepts per client and Gong allows me to focus on the current moment not taking notes and highlighting the most important requirements.

The timeline style view of each sales/engagement cycle can be a bit confusing, but there is an easy way to skip to the list of all recorded calls per account in chronological order.

It's VERY easy to navigate, use, administer, and help those around that need coaching. I appreciate the fact that I can tag people within the org easily and clip certain parts of the call for us to review in 1:1 sessions or as a team.

Clipping can be a little hard to figure out. When first launching Gong - I wish there was better functionality to bulk add previous calls from VoIP or other sources to specific folders instead of manually doing it one at a time.

In our customer-centric approach listen to our customers it's religious. I really like the ability to quickly identify who is talking in the conversation, general areas and interact with my coworkers based on the findings for every call.

This is a great tool but kinda expensive compared with other similar tools. You should consider your budget first before making the decision. If you can afford it, it will pay the price.

I truly love the product. From day one it was clear the amount of value it can bring to any sales team and the fact that the integrations with communication platforms like Goto Meeting make it so easy to work with. In addition, I'm able to actually listen to my clients further, ask deeper questions because I don't have to worry about taking so many notes during calls. I can actually have conversations with prospects/clients rather than interviews. Lastly, the AI is continuing to get better and better. The fact that I can see talking tracks, various topics helps educate where I can improve in my game

Not that it's a big deal but I'd love to be able to share calls in a less cumbersome process. Rather than copying a link, I'd like a way to share a call with just a click of a button. Having said that, sharing calls is still pretty dam easy

I like the features that come along with Gong like being able to view a transcript of the conversation rather than re-listening to the entire call. It's easy to navigate and saves us all a lot of time. The reporting and metrics it can track are really helpful as well.

Depending on how the calls are logged into the system it can be a little tricky to find some specific calls, especially if your name is not associated with them.

Gong helps us constantly improve! What I like most is being able to have all of our team's calls analyzed for key metrics like engagement, talk ratio, and the AI driven feedback. This enables us to easily review so we can quickly share feedback, score calls, help our team take more action. It's very user friendly.

There's not much I would add here, because the Gong team is always adding new features and using data to think about what sales teams can truly benefit from. They just recently opened up the Gong community which is something I've been waiting for!

Easily integrated with existing tools to optimize efforts and capabilities. I'm an avid note taker, but this tool makes me so much more effective at maximizing conversations held and ensures I retain important information. This tool also allows me to learn from my peers on my time by providing a library of knowledge.

The call scripts/voice to text are not as accurate as one might hope. (Sometimes downright comical) You would not be able to read a call's script alone and understand the call. However, the Gong website and app is easy to use that listening to the calls anywhere is simple without this feature being pristine.

The best part is that the solution seamlessly integrates with your existing apps and is super easy to use. All your calls are right there in the home dashboard and its very easy to find what you're looking for in calls. Overall great user experience and product.

The mobile app needs improvements, but overall not a big deal.

I loved being able to see the analytics behind the conversation. On top of letting it be used however you want and the amazing playback, it allows you to see stats and make comments.

It asks for a username and password to enter every 60 seconds.