#1 most frequent
United States of America
73.7%2,292 installations of 3,108
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.
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
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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.
Top Performing Features
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
Areas for Improvement
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: 7.1
Who Buys & Uses Gong
#1 most frequent
Information
43.0%1,334 installations of 3,102
“Gong is a valuable resource as a customer marketer by uncovering accurate and actionable insights that directly support our customer advocacy efforts like referrals and reviews.”
#2 most frequent
Professional, Scientific, and Technical Services
22.5%698 installations of 3,102
“I can search for keywords across teams, customers, or industries and get insights on responses and sentiment.”
#3 most frequent
Finance and Insurance
7.6%237 installations of 3,102
#2 most frequent
Canada
6.1%189 installations of 3,108
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
5.0%156 installations of 3,108
Pros
- Effective recording and playback of customer and internal calls
- AI-powered call summarization and insight extraction
- Facilitates sales coaching, training, and new hire onboarding
Cons
- User interface can be overwhelming or less intuitive
- AI and transcription accuracy issues with technical jargon and accents
- Reliability concerns with call recording and system integrations
Bang the Gong get actionable insights
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.
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
Gong with AI is a gamechanger
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
It is my virtual right hand.
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
Gong - solid tool with well-executed AI
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
Saves tons of time and makes daily work smoother
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
