User Review of Gong
August 06, 2024

User Review of Gong

Lucas Michaels | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gong

All customer-facing teams use Gong to record customer calls. This is then used for coaching and as reference, and a guide to next steps. It is essential to help with turnover or account transitions to be able to dive back into the past and know exactly what was said by whom. We also use the AI to automate feedback

Pros

  • Recording that actually works
  • Summaries of call
  • follow up promting
  • ease of navigating through recordings

Cons

  • Sometimes I want the recording right away, but Gong's AI needs to process everything before you can access the raw recoding.
  • Sometimes duplicate account records screw things up.
  • Can't think of a third
  • I respond faster.
  • I take over deals from BDRs more smoothly
  • I receive coaching by both the AI and my leadership
I'm sure someone programs things in implementation, but when I se Gong as a user everthing is ready to go. From archives of every call by every rep in the company, to the team ranking s to the follow up generating AI, it all at my fingertips with no effort from me.
I have not used any real competitor to Gong.

Do you think Gong delivers good value for the price?

Not sure

Are you happy with Gong's feature set?

Yes

Did Gong live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Gong go as expected?

I wasn't involved with the implementation phase

Would you buy Gong again?

Yes

If you want your company's calls to be analysed by AI, Gong is what you need. It can aid with coaching, archiving and next steps to a degree I haven't seen in any other program. It can track rankings of all sorts of call metrics by team or department. Leverages AI as well as anything I've used.

Gong Feature Ratings

Conversation Intelligence Software Features
7.8
Speech-to-Text Transcription
10
Keyword Detection
10
Sentiment Analysis
6
Speaker Diarization
7
Call Recording Playback
10
Call Summarization
10
Conversion Metrics
4
Keyword Search & Retrieval
9
Call Tagging
9
Integration with CRM Systems
3

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