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

Nails its core offering, the ability to review and coach in a "film room" style. The mobile app is also fantastic and allows you to review calls on the go or in the car (it even syncs with CarPlay). It's just easy to use.

Cons

Prospects and customers can opt out. My biggest complaint is when someone doesn't let you record the call. Everything else works fabulously.

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

Gong was one source of truth for maintaining and keep tracking of all sales call videos. Easily organized, quick software, and detailed features. You can skip ahead of AI-deduced parts of certain calls and see various other statistics.

Cons

I did not like some of the colors they use inside the software for my eyes.

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

Gong.o is amazing for watching past calls

Cons

I have had no issues with Gong since I started using it

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

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

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 integrates seamlessly with the current tech stack. The voice-to-text transcription is great - much higher accuracy than other tooling we've used before.

Cons

It's quite expensive, but there is good ROI on spend.

Pros

Gong is a super simple call recording platform that enables you to not only record, but transcribe your customer calls. This is invaluable if you work in CS or Sales and need to reference past call recordings, or listen in on your colleagues calls.

Cons

There's some metrics in Gong that don't seem 100% accurate. For example, 'calls listened to' is based on calls you may have started listening to but never finished. This makes it look like you've listened to dozens of calls when maybe you only listened to 5 in their entirety.

Pros

I think the AI transcript is always super accurate

Cons

I love the listen in feature but sometimes it doesn't load properly and be quite janky with the visuals

Pros

Gong helps us constantly improve! What I like most is being able to have all of our team's calls analyzed for key metrics like engagement, talk ratio, and the AI driven feedback. This enables us to easily review so we can quickly share feedback, score calls, help our team take more action. It's very user friendly.

Cons

There's not much I would add here, because the Gong team is always adding new features and using data to think about what sales teams can truly benefit from. They just recently opened up the Gong community which is something I've been waiting for!

Pros

Allows our team to easily share specifics, we have complex sales cycles that are technical in nature. Gong allows us to record discovery sessions and then share internally with other resources that need to be brought in - really ensures nothing slips through the cracks.

Cons

We have yet to find a solution to cutting up clips from several calls and putting them together for training purposes. Might be that we have yet to find the time to discover that feature.

Pros

You need Gong.io if your job involves listening to clients' issues and requests over the telephone, especially if you spend so much time doing this you don't have the capacity for precise note-taking. Listen to the chat again and read the transcript. Gong.io allows you to do all of this in one place. Gong.io's search capabilities make it easy to locate certain areas of discussion. it's wonderful that calls are categorized so that they include information like the customer's name, who spoke to him and what the subject was, and the time and date of their call, as well as the full conversation.

Cons

Recording features are great, but transcription processes can be inaccurate because conversations often contain slang words or from other languages and always need human review, which is sometimes distracting.

Pros

The points of interest that this software measure are all things that you "know" but would have a very hard time measuring. With the measuring features it helps me keep focus on what is important.
In addition I like that I can go back an review calls which helps with discovery calls and account reviews

Cons

The recording announcement for Google meetings

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

Gong has been HUGELY helpful for reviewing past calls to remind myself of action items, attendees, etc. I make use of the recordings multiple times a week. My team also uses Gong to provide call feedback for team members.
I also like that at the beginning of an external call, Gong announces its presence/recording to all attendees.

Cons

The transcription service is good, not great - both in terms of identifying the speaker and also what they said. Also, it's not entirely clear to me how to add Gong to an existing call.

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

I adore gong it gives me a 360 view on my consultants calls. I am able to pull calls easily to coach on, find content, and also the analytics are great!

Cons

I would love if i could listen live to calls. Its frustrating that i cannot. Also I wish that gong would automatically sort if the call was a retention or upsell call based on categorizing the topics.

Pros

Integration with Salesforce functionality / capture of follow up, integration of email notification triggering account follow up and updates. Ability to accurately assess call impact.

Cons

Nothing that I can think of I would "least" like about this product.

Pros

Having a library of all the calls in your organization, organized and broken down with recommendations and stats, is a powerful tool to have for sales self-improvement (specifically for onboarding new employees learning the product and sales cycle).

Cons

Not much to dislike - maybe the voice to text translation (being able to pull transcripts of your calls).. it never seems to work for me very well.

Pros

My favorite part of Gong is it's unique, advanced technology that listens to the call and automatically inputs timestamps with talking points and who is speaking for your recorded conversations. GREAT for sales teams and customer success teams to go back and listen and easily find any vital information that was discussed on the call.

Cons

At the current time I can truly say I have no problems or complaints with the Gong.io platform. I'm just surprised it isn't used by more sales teams.

Pros

The insights and the AI are so useful in capturing what was discussed on a call. It also feeds into the other areas of the business that are generally starved of prospect and customer feedback.

Cons

Even though we are paying a lot to have Gong there are many features that are hidden behind additional seats eg. Forecasting and Engage. These should be included with our subscription.

Pros

I like the fact that Gong saves myself and my team so much time. Instead of having to take handwritten notes during all of my meetings, I am able to be more attentive and ask better questions.

Cons

There are a lot of features available on the app that I definitely do not utilize. I also felt like I could’ve had better training with their team when on boarding.

Pros

Gong is a critical tool in our sales tech stack. We use it for call and demo recording, sharing recorded calls with prospects, call coaching, CRM, pipeline management, forecasting and more. I love the fact that it analyzes calls and makes it easy to search for things like keywords for brands. It also provides call metrics to see how you and your team are performing on calls and what the recommendations are.

Cons

The search doesn't always work when searching for a specific keyword or account. It'll pull up the wrong results or just not pull any results so you have to retype the search.

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

It has some decent AI and the call listening is good but is far outweighed by the negatives

Cons

It is super clunky, hard to find information you need. there is "conversations" and "engage" and they don't link. the chrome extension doesn't work at all. you can't dial from salesforce. there is no text messaging capture. It's a massive downgrade from what I can tell

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

I've used Gong in various roles, from Sales to Marketing and have always found it incredibly helpful. Back when I was in Sales I used it for call recording and then later to listen back for training purposes. Now, in marketing I use it to record case study calls with clients. I can then get transcripts from the call that are easy to write up. Much better/more accurate transcriptions than other softwares as well.

Cons

It can be glitchy. Added the add-on to my outlook to send a Gong invite with any zoom invites and it works sporadically.

Pros

I've been extremely happy with the ease of use of Gong.Io! It's fantastic!

Cons

It's a perfect tool for what I had to use it for, it's been fantastic. No Complaints

Pros

- Recording of demos- Sales Coaching- AI it uses to forecast revenue- Integrations

Cons

It's a little bit expensive for everything it do. Other than that, it's perfect

Pros

Overall the thing I like most about Gong is how easy it is to review my recorded meetings and know exactly when I speak or the client speaks. The analytics is great! The ease of the integration is zoom is also really good.

Cons

Nothing to add to this section..........

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

I like that it takes *thinking* out of my job. If I have questions about something a customer said, or something that I said, I can just go to the call, search for it, and find it. It's an absolutely incredible way to keep on top of tasks, while also being able to gain a deeper understanding at any time.

Cons

Again, not a whole lot within the scope of what I use Gong for that I dislike. It does the job exactly how I would want it to be done.

Pros

Gong.io provides a lot of services that help us perform functions with great flexibility, especially its distinctive capabilities of recording and transcribing calls, and providing the ability to review and follow them immediately, which makes you really enjoy listening to almost every call. It ensures that we cover every aspect of the calls, making the process of following up on feedback and requests accurate and comprehensive. Gong's ability to easily locate the conversation you are looking for, through several search options, thus saves a lot of time and is able to access and follow the required recordings at high speed. Gong's many features such as transcription of calls to texts and continuous updates of the call log allow us to accurately document all requests and also know the capabilities of the team to respond.

Cons

Gong.io is a great tool for our business, and it's easy to use; I wish there were more possibilities so we could record all conversations and more automation, so we could complete our tasks more quickly.

Pros

The major thing for our team is unlimited transcription and having a transcription quality that is good enough. Our team benchmarked the software against Google and AWS, and we found out that Gong uses their proprietary transcription software. And it looks like Gong's transcription software has been trained mainly on meeting recordings (zoom) and on telephone calls.

We also love the video playback feature in Gong is enjoyable to use. They have features like highlighting works as the speaker talks, seeing each speaker's talk tracks below the player, speed control up to 2.5x for the playback, and a way to minimize the video view to the bottom right of the screen.

Cons

I hate the way gong displays upcoming calls. It's a pain to navigate, and there are no additional details on the upcoming calls. You would think Gong would show the meeting details, especially when you're working with your team and organization, but they don't!

Another frustrating thing we found out after signing up was that all our historical recorded calls were not assigned a speaker. Gong does not allow you to assign speakers to calls that you upload to their system. It will automatically assign the speakers as "Phone caller #1" / #2 / #3, etc. All recorded calls before you start using Gong, and any call the Gong recorder does not join (happens a lot) will not be assigned to a team member.

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

I love Gong and have used Gong in previous jobs. Before Gong it was a lot of manual transcribing and listening to calls multiple times. Now with Gong, we are able to also see the transcription of the call and also tag team members immediately for feedback and important notes within the calls.

Cons

Not much to dislike about Gong as they have been super helpful with the implementation and support.

Alternatives Considered

Reasons for Switching to Gong.io

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 offers a great recording system that you can do a whole lot more from. We have weekly reviews and the functionality makes it easy to get through in a quick time. The assessments also let us know how we're doing and from a manager to peer aspect review the calls.

Cons

Some time search functionality seems off and logging in has a slow lag to start. Other than that I can't really complain. Those 2 things are really nit-picking too.

Pros

As an individual contributor, I can't think of another piece of software our team has brought on that is more valuable to me than Gong (excluding the table-stakes Salesforce or Slack type stuff). Gong is my insurance policy when my notes don't capture everything and I need to relisten to a call before the next stage meeting. Gong gives me insight into the quality of a conversation based on the metrics it provides (how long did I spend talking in comparison to the prospect? What does that say about the pitch, or this customer fit?) Gong is also invaluable to our new team members (across many teams, not just sales) who want to get exposed to customer and prospect conversations fast, and on-demand. The interface isn't the prettiest but is easy enough to navigate, and I love being able to speed up calls 1-2X speed in .25 increments. The call transcript search is handy when I want to find a specific thing I remember discussing on a call. I like that Gong provides industry benchmarks for the metrics it measures.

Cons

Having Gong has made me a little bit more of a careless notetaker, because I know Gong is my insurance policy. At times this has burned me if some Zoom difficulty means the call doesn't get properly recorded because the Gong bot didn't get invited. If there are better categorization methods for calls, our team isn't using them. But it may be helpful to be able to quickly designate calls by type (prospect vs current customer) and use case / vertical (eCommerce vs SaaS for example). Salesforce data is pulled into Gong so maybe there's a way we just aren't utilizing.

Pros

I was nervous when we first purchased this to have so much visibility, but it's been an amazing help for:
1) remembering what happened in a call whether that was yesterday or months ago
2) getting specific/contextual coaching feedback
3) seeing which deals need helps based on activity
4) flagging conversations by words that are said (especially when seeing how customers/prospects like new features or how other reps are selling those)
5) passing along feature requests or coaching notes to others on my team and in the business

Cons

It took us a bit longer than we anticipated to get fully ramped in a way where we were really leveraging it and able to do all of the above. No other major complaints, but worth noting I haven't tried any of the competitor solutions out there.

Alternatives Considered

Reasons for Switching to Gong.io

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

This has been the absolute best way for our team to get up to speed with learning product knowledge, industry jargon, and just overall flow of how we communicate with out customers. It's really been a saving grace over Covid as it's the easiest way to learn in a remote environment where you can't shadow peers calls in real life. I also love the transcript function because I never worry about having to take notes because it's so easy to recall the entire conversation.

Cons

The transcript isn't perfect....but that's a very small price to pay for such a fantastic product.

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.