Gong

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.

• 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.

Clari Copilot

Slack, Reachdesk

I use Gong to record zoom calls and provide a summary. It can draw from our Salesforce data to enhance the summary and also captures action items from the meeting to ensure follow up. Customer facing and even internal meetings benefit from this tool and the cogent summary it delivers

• Not sure of the measurable ROI, more a tool to upgrade the quality of meeting follow up.
• How does one measure how many action items would be missed without this tool? Might be zero, but my confidence is higher that none were missed.
• Some time savings possible, more as I trust the tool to take the notes

Salesforce CMS, Atlassian Jira, GitHub

I use Gong to record my calls with prospects. It helps me to work faster and smarter. I don't have to take notes as Gong transcribes and also summarizes. I also use it to listen to other people's calls to learn from them.

• It makes me work a lot faster

Outreach, Salesforce CMS

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 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.

Fathom AI and C-Meeting by Chorus Call

Salesforce Sales Cloud, HubSpot Marketing Hub, Outreach

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.

• time savings
• understanding customer sentiment
• customer research

Salesforce Sales Cloud, Slack