Item: Gong
Rating: 9
Author: Dylan Caraker

Overall Satisfaction with Gong

Use Cases and Deployment Scope

I personally use Gong for customer advocacy listening. We have created and trained the Gong AI to listen in "Deal Type: Renewal, Upsell, Expansion" for people saying anything positive like "We love the product.", "This is a time saver for me." and "I love mongoose". The plan is to then connect with those folks and ask them to perform acts of advocacy like reviews and referrals.

Pros and Cons

Pros

AI listening
Call recording
Call tracking

Cons

Deeper AI training
Custom dashboards per function

Return on Investment

Time saving for customer advocate identification
Alignment with CSMs for advocacy
Alignment with CSMs for detractors

Usability

I gave it a 9 here because Gong is well-suited for being a one-stop-shop for call listening as a while. The reason I didn't rate it a 10 is the UI can sometimes be a bit tough to navigate and figure out where to do certain actions.

Key Insights

Do you think Gong delivers good value for the price?

Yes

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

Likelihood to Recommend

Gong automatically detects happy customers or success stories during recorded calls (e.g. MQRs, renewals, onboarding, or upsell conversations). Gong’s AI then flags when a customer says something like “this tool has made my life so much easier” or “we saved 40 hours a month.” You can then follow up to explore a case study, review, or referral. However, Gong is not a CRM or advocacy platform, so it can’t manage nominations, approval workflows, or usage rights.

Gong Feature Ratings

Comments

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Gong specifically for customer advocacy efforts