Gong.io Features

Gong gives our team the ability to gain actionable insights into how well we are handling calls with clients. Do we repeat words too often? Do we allow enough time between our sentences? This is also an amazing system of record for calls so I can go back and review what was discussed previously. Clients love to receive the recordings as well, especially when they are instructional training calls.

I wish there would be the ability to cater the insights much more to Customer Success. It's very sales focused.

My favorite part of Gong is it's unique, advanced technology that listens to the call and automatically inputs timestamps with talking points and who is speaking for your recorded conversations. GREAT for sales teams and customer success teams to go back and listen and easily find any vital information that was discussed on the call.

At the current time I can truly say I have no problems or complaints with the Gong.io platform. I'm just surprised it isn't used by more sales teams.

I like the recording of the call and the quick analytics that shows the different areas we discussed and recommendations on how to improve the interactivity

Speech understanding could be improved and annotation

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...

Read more

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.

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.

Automated alerts based on keywords, sharing clips with key fragments of the conversation, detecting trends in terms of how often competitors and pricing comes up on sales calls, monitoring sales qualification efforts, ensure demo performance. Amazing tools to truly understand the context of your sales organization, beyond just their word which is not always exactly accurate.

Sometimes the automated speech recognition algorithm doesn't really understand some terms (e.g. competitor names) are different from a common word in natural language, and messes it up a bit. Nothing critical, but that forces some manual cleaning up and causes false alarms.

Gong gives me easy insight into conversations that I'm having and where the conversation is having a big impact based on the topics being discussed. It show's me how much I'm speaking, how much the client is speaking and whether or not the time is allocated appropriately to have a selling opportunity move forward. It's a great platform to learn and educate yourself based on recorded meetings of my co-workers

There haven't been many cons, if any at all. It's been a great tool to be using and has provided great insight into our conversations with customers/prospects at our organization.

You need Gong.io if your job involves listening to clients' issues and requests over the telephone, especially if you spend so much time doing this you don't have the capacity for precise note-taking. Listen to the chat again and read the transcript. Gong.io allows you to do all of this in one place. Gong.io's search capabilities make it easy to locate certain areas of discussion. it's wonderful that calls are categorized so that they include information like the customer's name, who spoke to him and what the subject was, and the time and date of their call, as well as the full conversation.

Recording features are great, but transcription processes can be inaccurate because conversations often contain slang words or from other languages and always need human review, which is sometimes distracting.

Ease of use, ability to look for key words and not have to listen to an entire call to find what you are looking for. Ability to search the database for past or multiple calls and use in a sales strategy to focus on clients needs not only by words but by tone. Ability to drill down to key points and close more sales. Speed at which calls are analyzed.

There is nothing I can find wrong with Gong. New options and features are constantly added to improve the product.

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!

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.

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.

I love that it aggregates all the information about all of our accounts into a single place with different views to help us streamline our workflows. Its been one of the most impactful tools in our tech stack for sales, customer success, and product and we've amplified that by using Gong plugins like Zapier and TranscribeIQ.

I wish the reporting was more centralized and customizable but its still really easy to use - we've taken some of our analysis outside of gong to make it more actionable. Overall the cons are minimal and they keep releasing new features to help us grow with them.

Gong is very easy to use. I rely on it heavily for recording my own calls with prospects automatically. When a Zoom meeting happens or when I dial out of Outreach, these calls record. If it is a Zoom call, any visuals record as well. It is automatic unless I purposefully choose to not record for certain prospects that request no recording, so it is not another thing to worry about clicking or selecting....

Read more

-Love the transcript feature, but as with most transcriptions it could be improved.

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...

Read more

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.

Gong.io provides a lot of services that help us perform functions with great flexibility, especially its distinctive capabilities of recording and transcribing calls, and providing the ability to review and follow them immediately, which makes you really enjoy listening to almost every call. It ensures that we cover every aspect of the calls, making the process of following up on feedback and requests...

Read more

Gong.io is a great tool for our business, and it's easy to use; I wish there were more possibilities so we could record all conversations and more automation, so we could complete our tasks more quickly.

I like that it takes *thinking* out of my job. If I have questions about something a customer said, or something that I said, I can just go to the call, search for it, and find it. It's an absolutely incredible way to keep on top of tasks, while also being able to gain a deeper understanding at any time.

Again, not a whole lot within the scope of what I use Gong for that I dislike. It does the job exactly how I would want it to be done.

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.

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.

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.

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.

Gong offers a great recording system that you can do a whole lot more from. We have weekly reviews and the functionality makes it easy to get through in a quick time. The assessments also let us know how we're doing and from a manager to peer aspect review the calls.

Some time search functionality seems off and logging in has a slow lag to start. Other than that I can't really complain. Those 2 things are really nit-picking too.

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.