Gong Reviews

My main use case for Gong is working in customer success, where Gong is super helpful during onboarding calls and the journeys that we track through customer success to improve the feedback that we receive from customers. Gong also captures the key notes which are required for follow-up calls and helps us to record events within our internal tracking systems.

A specific example of how I used Gong in one of those onboarding calls is that we have typical onboarding calls in the company where we show the products that customers buy and what the seat limits and limitations are, as well as the contact details that we provide from our end. Gong is super helpful in case we miss out on sending an email or reminder or a presentation that we shared in the meeting as a follow-up, as Gong reminds us to follow up on it and then send it across to the client.

The best features Gong offers include the AI summary that Gong generates, and this is a super helpful aspect of Gong as it integrates into other tool sets such as Salesforce and ChurnZero easily, especially in terms of customer success. Gong covers pretty much everything and also tracks certain metrics, which is helpful for the company to monitor their product feedback.

The integration with Salesforce and other tools helps my daily workflow as Gong captures the next meeting schedule specifically and integrates into the calendar that we use, and also lists as a task in Salesforce. When we miss out on sharing an invite to the user, it creates a reminder and sends it through to us, or it helps us to take a look at Salesforce and identify there is a task pending.

Gong has positively impacted my organization overall in terms of people not having to carry pen and paper, which they use regularly during meetings. The main reason behind this is that Gong integrates easily with every tool. Not having to take manual notes has changed things for my team as it improved accuracy and saved time. We also do not miss out on anything.

Gong can certainly improve in terms of certain scenarios where Gong fails in terms of customer support. Gong does not integrate well within Microsoft Teams calendars. Sometimes the extension gets missed out and it does not get added to the meetings easily, so that is the major drawback that I have seen across. Sometimes I used to think Gong is part of the meeting, but it gets missed out all of a sudden, and we will not have the meeting covered and will be wondering where Gong is.

Another thing I would say is that customer support can be improved. I have faced certain scenarios where there was a delay with the team to get back in terms of the challenges that we faced during our regular workflow.

I have been using Gong for roughly around a year.

Customer support can be improved. I have faced certain scenarios where there was a delay with the team to get back in terms of the challenges that we faced during our regular workflow.

Neutral

On a scale of one to ten, I would rate Gong overall as an eight.

I chose an eight because there are two things that can be improved in Gong, so minus two. Those improvements affected my experience as it delayed a bit, such as when I needed to recall what I discussed with the customer. We are always prepared, but Gong is needed to support us. My overall rating for Gong is eight out of ten.

My main use case for Gong involves call recordings, transcripts, and follow-up emails.

Gong records all of my conversations, so I can easily go back to those conversations in case I missed anything or need to follow up accordingly. Gong will automatically send me transcripts, highlights, and overall summaries of the calls I have, as well as follow-up emails that I can then use.

I enjoy that Gong easily summarizes my calls and call notes, so I can easily action them for my accounts after the call.

The best features Gong offers include the fact that it summarizes my calls, AI-generated follow-up emails, and overall call notes.

The AI-generated follow-up emails help me in my day-to-day work by definitely saving time and helping my overall workflow, as opposed to me having to go back into the call and listen to it again or read the transcripts before creating a follow-up email. This already has it ready to go as soon as the call is done.

Gong has positively impacted my organization by definitely saving time, as we have a very big focus on utilizing AI. AI-generated follow-up emails and summaries definitely save me time, and the fact that we can take snippets and share them, whether internally or externally from the call, is seamless and rather simple.

I chose a nine for Gong because I think there's always room for improvement. Even if I can't pinpoint exactly what it is, I wouldn't say any product is perfect, so I'm sure there are ways to improve Gong. If I knew exactly how, I would love to share.

I have been using Gong for four years.

Gong is pretty stable, and I have not experienced any downtime or technical issues.

Gong has definitely been scalable with our needs.

I have never needed to contact customer support for Gong.

Positive

I did not previously use a different solution before Gong.

I am not involved in measuring the ROI from this particular product, but I can say that I personally benefit in time saved in my workflow.

I did not evaluate other options before choosing Gong.

I would say Gong has helped me save a noticeable amount of time compared to my previous workflow and has made collaboration easier.

My advice to others looking into using Gong is that I think it's very useful, very helpful, very efficient, and will definitely help save time.

I rate Gong a nine out of ten.

My main use case for Gong is call summarization, call recordings, AI summaries, and tracking operations.

The most valuable features of Gong are the call recording and AI summaries. The call recording feature is beneficial because it allows me to remember everything from a call, including slides shared, topics discussed, and next steps. Being able to search within the call for various keywords and topics is incredibly beneficial. Having call recordings and summaries helps our team have complete visibility into calls. Sales leadership can search by various parameters such as topics, keywords, deal stage, close date, and even see all email communication on the timeline feature. It helps everyone across the sales organization.

I wish the AI summaries were more accurate, and it would be nice if there were a way to include what a customer says about a specific topic in the AI summary. This is because when using the AI summary from Gong to log a call in Salesforce, it may leave out important details that I deem significant, which Gong’s AI may not.

I've been using Gong for about five years now.

Gong is very scalable.

The customer support is fantastic. Every time we've needed something, they were quick to get back to us and resolve our issues.

Positive

Gong was our first solution in this area.

The initial setup was very straightforward, involving linking it to email and Salesforce, which every user can do via API.

I don't have a clear ROI, but it’s been incredibly beneficial regarding time savings.

My biggest piece of advice is to ensure Gong suits your organization's needs and that it has all the right features. There are alternatives, such as SalesLoft, which has a module with call recording functionality. It's important to explore all the added features and benefits that Gong offers. I would rate Gong as a ten because it leaves little room for improvement. We love it, use it every day, and have not needed customer support. My overall rating for the solution is 10 out of 10.