Gong

Score9.1 out of 10

981 Reviews and Ratings

What is Gong?

Gong helps people and companies reach their potential.

The Gong Revenue Intelligence Platform™ enables customer-facing teams to take advantage of their most valuable assets – customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, to empower revenue and go-to-market teams to determine the best actions for winning outcomes.

The vendor boasts companies like Morningstar Inc., Paychex, LinkedIn, Shopify, Slack, SproutSocial, Twilio, and Zillow use Gong to power their customer reality. Gong is a private company headquartered in the San Francisco Bay Area.

Categories & Use Cases

Media

Screenshot of Coach reps into sales superstars. Replicate what works by turning objective, data-based guidance into coachable moments for managers, peer-to-peer coaching, and self-driven improvements — without any drama.

Screenshot of Find the truth in your pipeline. There are risks hiding in your pipeline, deals, and customer interactions. Get true visibility from contact to close so you can address them and call the right forecast every time.

Screenshot of Bet big. And win. Gong’s early insights into what’s working — and what's not — gives your team the confidence to take big-bet initiatives to market successfully.

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Screenshot of Coach reps into sales superstars. Replicate what works by turning objective, data-based guidance into coachable moments for managers, peer-to-peer coaching, and self-driven improvements — without any drama.

Call Recording Playback
Enables users to listen to recorded conversations for additional context and verification of the transcribed content.
Category average: 9.4
Keyword Search & Retrieval
Allows users to search for specific keywords or phrases within the conversation transcripts for efficient information retrieval.
Category average: 8.8
Call Tagging
Enables users to tag conversations with labels or categories for organization and easy retrieval based on specific criteria.
Category average: 8.9

Conversion Metrics
Tracks and measures conversation metrics such as talk time, silence duration, and engagement levels to evaluate communication effectiveness.
Category average: 8.1
Integration with CRM Systems
Integrates with Customer Relationship Management (CRM) systems to automatically log conversation details, update customer records, and track follow-up actions.
Category average: 8
Sentiment Analysis
Analyzes the tone and sentiment of the conversation to determine the overall mood and sentiment of the participants.
Category average: 7.2

Gavynn Baldwin View profile

Senior Solutions Consultant in Sales at Goldcast (51-200 employees employees)

Use Cases and Deployment Scope

Personally, I use it to review transcripts of my call recordings and refine things like my talk track and the subjects that I focus on. If Gong tells me that I'm talking too much and not asking enough questions, I use that feedback to refine my demos.

I know that the AE team I work with also uses it to help with forecasting and the likelihood of closing a deal, thanks to the intent scores.

Additionally, our leadership team uses Gong to watch recordings, or stream a live call directly to themselves without intruding on the actual Zoom meeting.

Pros

Quick call processing
Easy to share internally and externally (full recording or specific clip)
Coherent transcript with talk time and recommendations
AI helps with talking points and key takeaways

Cons

Potential for AI use to edit full video, rather than simply share clips
Can it help me write a follow up email yet? I'm not sure

Return on Investment

I don't have specific metrics since this feature isn't used in my job personally, but I do know that our sales and CS teams use Gong with SFDC opportunities to help with forecasting closed won opportunities based on intent captured within the call.

Usability

Alternatives Considered

Fathom AI and C-Meeting by Chorus Call

Other Software Used

Salesforce Sales Cloud, HubSpot Marketing Hub, Outreach

Dave Jensen View profile

Customer Success Operations Lead in Information Technology at Fundraise Up (201-500 employees employees)

Use Cases and Deployment Scope

We use Gong to record our customer communication from calls to e-mails all in one place. We rely heavily on the artificial intelligence to research circumstances or interactions with our customers that aren't pro-actively logged by users. Coaching our team-members using scorecards is also a crucial feature we currently use.

Pros

Transcription
AI Recaps
Scoring
Keywords

Cons

Admin Settings

Return on Investment

time savings
understanding customer sentiment
customer research

Usability

Other Software Used

Salesforce Sales Cloud, Slack

Marina Torttoli View profile

Marketing Director in Marketing at Ever Indy Realty Group (11-50 employees employees)

Use Cases and Deployment Scope

Without a doubt, this platform has been able to effectively automate note-taking during long meetings I have at work. I would usually have a personal assistant cover this aspect and keep track of the most important things discussed in meetings or give me a summary to refresh my memory of what was discussed. But with Gong, that entire process is reduced to a single platform in a short period of time, without the need to manually rewrite important notes. It also allowed me to create transcripts of conversations with my clients and use artificial intelligence to analyze key strategies so I can offer them a better product and secure better business deals. Gong has allowed us to support our decisions and strategies for new products and has also improved our workflow by addressing challenges with the increased data this platform allows us to rely on. Overall, Gong has effectively improved the way we collect data and has increased the consolidation of strategies to be taken using the tools provided by this platform.

Pros

The history is quite useful in many aspects of my daily work, as I have a complete and detailed view of transcribed calls and email summaries of previously exchanged emails.
It's like an assistant; I can receive email reminders about things discussed during a video call, such as the upcoming date of a scheduled meeting or notes on certain key aspects the client needs for their order.
I can share calls through Gong with my clients. This gives me an added advantage, allowing the client to have reminders or a record of what was discussed without having to worry about manually taking notes.
The interface is complex but easy to learn, has many assistant-like features, and can also be integrated into many calling platforms, such as Zoom.

Cons

Sometimes Gong doesn't understand the context of the sentence and mistranslates the transcripts, leading to confusion and requiring manual review.
The generated reports aren't as detailed, especially the Gong Engage reports. Extra steps are required to search for useful information, which is only available in the CSV files, which contain the complete information needed for proper analysis.
I would like a feature where I can automatically tag groups of calls, making it easier to search for information in transcripts without having to go call by call or do that work myself.

Return on Investment

I've improved my ability to find solutions for my clients. I'm now more effective in meetings because I can pay closer attention while the entire conversation is automatically recorded and transformed into text.
I can process a large number of emails without feeling overwhelmed by the vast amount of information I receive daily. With the summaries created with Gong, I can now make faster and more effective decisions without hesitation.
It doesn't take much effort to learn how to use this platform; this saves me a lot of time when training new members of my team to use this indispensable tool in the workplace.

Usability

Other Software Used

Bigin by Zoho CRM

Eric Mistry View profile

Customer Education Manager in Professional Services at Smartcat (201-500 employees employees)

Use Cases and Deployment Scope

Gong is one of our main tools for keeping track of interactions with customer calls, internal meetings, and action items. It's hugely useful for tracking trends and keywords across multiple customers, and for training and improvement purposes across our customer facing teams. We've also been using the new AI summary tools to track information across multiple calls and teams.

Pros

Call Tracking - Gong agent automatically attempts to join any call that makes sense.
Transcript analysis - Gong does a good job running through the transcript to identify and summarize a call.
AI analysis - with the right prompting, Gong brings a solid analysis with specific calls and interactions cited.

Cons

AI analysis - I'd love to see some more proactive analysis or the ability to set warning signs.
Cross-account analysis - I'd like to be able to run the Gong prompts across a set of customers or all calls within a certain range
Ease of Zapier accesss - I'd love to see even more connections built to Zapier.

Return on Investment

Gong has made it faster and easier to train and onboard our customer facing teams
Gong has made it easier to analyze customer needs during our handoffs from Sales to customer success
Gong has made it easy to share customer feedback directly with the product team.

Usability

Other Software Used

Zapier, Google Gemini, ChatGPT

Robert Galinski, CLMP™View profile

Enterprise Account Executive in Sales at Voucherify (51-200 employees employees)

Use Cases and Deployment Scope

I am a Gong user and I use it for several purposes: education (I could watch my colleagues work when I was a new-joiner), call recording + notetaking + summaries & todos, and client contact automation using flows. I use flow editor which allows to define multiple steps (omnichannel e.g. mail + linkedin), select if it's an auto-step or a manual one with a reminder, use templates, blocks with dynamic elements and more. Like to check stats and insights from time to time to see how I do vs my co workers. Gong "Anywhere" add-on for Chrome is great - I often use it when I work in Salesforce, mostly by adding new leads to flows

Pros

integrations with salesforce, zoom, google mail + meet
flows for communication automation - really nice flow editor which allows to define multiple steps (omnichannel e.g. mail + linkedin), select if it's an auto-step or a manual one with a reminder, use templates, blocks with dynamic elements and more
stats and insights which help understand how you do

Return on Investment

saves a lot of time, mainly thanks to call summaries & next steps as well as workflows allowing to automate communication
I could say that generally speaking it does increase revenue because you can do more work in the same period of time > more leads, more opportunities, more sales

Usability

Other Software Used

Google Meet, Salesforce Sales Cloud

Salesloft

Outreach

Chorus by ZoomInfo

Gong

What is Gong?

Categories & Use Cases

Media

Key Features

Top Performing Features

Call Recording Playback

Keyword Search & Retrieval

Call Tagging

Areas for Improvement

Conversion Metrics

Integration with CRM Systems

Sentiment Analysis

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

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Cons

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Usability

Other Software Used

Use Cases and Deployment Scope

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Return on Investment

Usability

Other Software Used

Use Cases and Deployment Scope

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Other Software Used

Use Cases and Deployment Scope

Pros

Return on Investment

Usability

Other Software Used

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