Gong is the the MVP for our business and understanding customers
Use Cases and Deployment Scope
Gong is used for recording all calls with our customers, which includes sales team members, customer success team members, researchers, and marketing. Sales leverages it for providing coaching, AI summaries and follow-ups. CS uses it for the same. Researchers for being able to pull short snippets to support internal research projects. Marketing for building inventory of customer references and advocates. Gong is helpful for anyone in the company that wants to better understand our customers and the people we are designing our solutions for.
Pros
- Gong has one of the best AI on the market. It accurately summarizes what was was said on the call.
- Gong search is great and there are a lot of filters that you can use to help you find what you need.
- Helping to manage follow-ups and using AI to generate emails.
Cons
- Gong needs to think more about folks throughout the business that use Gong. It is so heavily sales focused.
- Better integrations. I'd love to connect Gong to gifting platform.
- Be able to ask questions across all calls like you can ask the AI for an individual call.
Return on Investment
- We save a ton of time in terms of being able to produce customer advocates. Not sure of the ROI b/c I wasn't here before we had Gong.
- Increased alignment between sales and CS. CS can join calls aware of the customer's problem, whereas before sales wouldn't share the notes or didn't have them.
- I'm sure it has increased revenue, but I haven't taken the time to do the analysis.
Usability
Alternatives Considered
Clari Copilot
Other Software Used
Slack, Reachdesk
