Gong.io

Pros

The recordings are very easy to set up, navigate, go through and find the most important bits of it

Cons

The pricing is probably the biggest obstacle and hence we are looking to change

Pros

I love that it aggregates all the information about all of our accounts into a single place with different views to help us streamline our workflows. Its been one of the most impactful tools in our tech stack for sales, customer success, and product and we've amplified that by using Gong plugins like Zapier and TranscribeIQ.

Cons

I wish the reporting was more centralized and customizable but its still really easy to use - we've taken some of our analysis outside of gong to make it more actionable. Overall the cons are minimal and they keep releasing new features to help us grow with them.

Alternatives Considered

Reasons for Switching to Gong.io

Pros

Everything from the ease of use, analytics, tracking engagement throughout a deal, to forecasting, Gong is hands down one of the best tools I've ever used in my sales career.

Cons

The transcription sometimes isn't the best but that is to be expected for any tool.

Pros

It's a fancy call recorder at the end of the day.

Cons

Frustrating Data Access Limitations and Lack of Bulk Export

Alternatives Considered

Reasons for Switching to Gong.io

Pros

Enables insight into conversations that we are having with customers and improves our ability to learn from and coach each other on how to best help them.

Cons

Very expensive standalone offering in the midst of a rising tide of competitors who offer a similar value proposition alongside other enterprise systems.

Pros

i do like the clear analyses, and the way it shows who talked at what stage - it alllows me a clear insight in how my salesprocess is going.

Cons

very high focus on the statistics, while it is useful, it may mislead a new sales agent

Pros

Gong now has emails and flows as well as AI features that can write follow up emails for you

Cons

Being logged out every 5 mins is annoying and not enough training has been provided

Pros

Easy reference to calls that I was not able to attend

Cons

Lack of privacy within the organization with all calls related to the business in one place

Pros

Easy to use and easy to set up, Gong has been adapted by our Team overnight

Cons

Gong is a bit expensive compared to similar products

Pros

I love that you get emails in real time about meetings you have for the day, can confirm the prospect is in the meeting, and are able to view a recording with a transcript immediately after the meeting concludes.

Cons

I have no dislikes! Gong has been super useful.

Pros

Automated alerts based on keywords, sharing clips with key fragments of the conversation, detecting trends in terms of how often competitors and pricing comes up on sales calls, monitoring sales qualification efforts, ensure demo performance. Amazing tools to truly understand the context of your sales organization, beyond just their word which is not always exactly accurate.

Cons

Sometimes the automated speech recognition algorithm doesn't really understand some terms (e.g. competitor names) are different from a common word in natural language, and messes it up a bit. Nothing critical, but that forces some manual cleaning up and causes false alarms.

Pros

Gong's primary feature is video call recording - which has a number of benefits. Many calls wont need to be reviewed but its helpful to go back and review customer discussions to ensure you are 100% on the same page and addressing all of their needs without needing to send follow up emails or phone calls. The conversation analytics are also interesting and can be helpful - but they dont always apply to every type of customer call.

Cons

The conversation analytics dont always take into consideration different types of calls. For example, it measures how many questions you ask the customer, which is super helpful for a discovery call but may not be applicable to other types of meetings.

Pros

The dashboard of the gong is very user-friendly and helps in identifying the prospect's behaviour and a summary of the session is a big advantage for salespeople.

Cons

There are no cons that I identify in the software till now

Pros

We just started using this for sales conversations management/ coaching and so far I am pleased with the way it is getting us responses back.

Cons

Getting the other members of my team to use it effectively is the only issue we have encountered so far. The mobile feature can be a bit confusing

Pros

Hard to choose one thing I like the most about Gong, but as an AE Manager, it would be Deals. The ability to filter to my team, to any individual AE, to month, quarter, and year, and instantly seeing every deal in pipeline is game changing. The ability to see what deals have the most two way activity, see deal warnings that you can customize, and even pull other fields on the Salesforce object all while being able to deep dive into a deal and listen to the demo or recent calls allows me to run 1:1s effectively, forecast accurately, and get the context I lack in CRM.

Cons

We use Clari for forecasting internally. If there was to marry Clari and Gong together, and I can forecast to my VP within Gong, that would be great.

Pros

Gong is very easy to use. I rely on it heavily for recording my own calls with prospects automatically. When a Zoom meeting happens or when I dial out of Outreach, these calls record. If it is a Zoom call, any visuals record as well. It is automatic unless I purposefully choose to not record for certain prospects that request no recording, so it is not another thing to worry about clicking or selecting. I have years of Outreach and Zoom meetings that I can go back and listen to or watch in Gong, which is extremely useful when revisiting lost opportunities/old prospects, and for training purposes. Even as a senior in my role, listening to other discovery calls a few times a week keeps me sharper. It is easy to filter calls based on what type of call I want to listen to. There are countless customization options here, pulling tags/dispositions from Outreach and Zoom to filter in Gong.

The call transcripts are nice too. While not perfect, it helps when I need to listen to something in a long call again and can refer to the transcript to see what time I need to start at to get the information I am looking for in that call.

Cons

-Love the transcript feature, but as with most transcriptions it could be improved.

Pros

I took on a new role in Sales and I was worried I would miss out on listening in to important conversations which forms a major part of learning. Enter Gong - and I've been able to listen in and learn better than ever. I've also improved my style of interacting with customers based on their tips and seen better results.

Cons

It has not been easy to upload a recording if we would like and their audio-to-text feature is not accurate.

Pros

Our whole company uses Gong to listen to recorded customer calls. We can hear what the challenges are that our customers have, in their own words. We can also use it to understand how they respond to our product pitch and demo. The ability to capture snippets and tag people is great.

Cons

The auto transcription isn't always accurate, but that's a low priority feature.

Pros

The best feature is call recording and transcripts and the ability to highlight and track few important points/topics from the call recording without necessarily going through the entire log. This saves time while getting the gist of the conversation

Cons

The AI/NLP on the speech analytics could be improved a bit. It is very good now but still there are improvement opportunities (some challenges with Asian dialects is what we have observed)

Pros

The ability to look at a call transcript later allows me to really focus on listening to the conversation at hand instead of having to take notes at the same time.

Cons

I used to not really like the navigation and search functionality, but improvements have been made there.

Pros

It's easy to share calls internally and externally. If you set it up properly, you don't have to do anything for Gong to work. It just shows up in the background without any additional steps required from you. The reporting is robust and is presented in a way that makes it easy to know on what areas to coach your employees. The reporting, searching abilities, and transcripts make it easy to find best in class calls to add to the library so that the employees can learn from one another. It is especially helpful that you can highlight a "snippet" that is especially powerful or to reiterate the best next actions agreed to with the client. They can hear their agreement in their own words.

Cons

Some challenges are the way that our company uses Salesforce doesn't match the way that Gong set up their Gong to Salesforce integration. This restricts how accurate some of the forecasting is, due to multiple opportunities within one account. That's our biggest issue as well as challenges getting single sign-on connected. They are addressing both of these issues, but they have prevented us from getting the most out of Gong.

Pros

Being remote and spread out, Gong makes it easy for our teams to cross collaborate and provide the best customer experience. For example, if Sales talks to a customer about a feature during and 6 months later they have questions for success, having the call in Gong makes it super simple to see what the customers needs are. Without having to go through a lengthy back and forth! Additionally, it makes it easy to pull customer testimonials out that happen on the fly.

Cons

It can be hard if a meeting is rescheduled or if the customer comes in late to get the notetaker back in the meeting.

Pros

Gong gives our team the ability to gain actionable insights into how well we are handling calls with clients. Do we repeat words too often? Do we allow enough time between our sentences? This is also an amazing system of record for calls so I can go back and review what was discussed previously. Clients love to receive the recordings as well, especially when they are instructional training calls.

Cons

I wish there would be the ability to cater the insights much more to Customer Success. It's very sales focused.

Pros

I love the call tracking, the account insights as well as the screen capture. It does a great job of transcription of calls as well as identifying the next steps based on their own internal AI. I have been able to streamline my reviewing and aggregate the call reviews that used to take me a full day to do now takes seconds. when looking at companies to support, I ask specifically if they have Gong, and if they don't I look and think less of them. It means that they don't have a dedicated need for quality or for training their sales and support people.

Cons

That there can be data double-dipping if call recording is done inconsistently across teams. This is a case by case basis for the end-user.

Pros

Gong has a very slick UX that allows sales reps to better understand what is and isn't going well in their sales calls

Cons

Implementation of the software wasn't great at my company; likely a function of the company vs. the gong onboarding or customer success team