Gong Reviews & Product Details

What I like best about Gong is that it gives us a shared view of what is happening across an account. I use it constantly for call recaps, action items, and account context. The Slack integration has also been really helpful. It posts conversation recaps into each customer channel, so sales, CS, and leadership are not losing track of customer conversations.

I’m also excited about how much more we can do with the AI tools. Being able to pull customer history, build QBR materials, identify stakeholder changes, and surface churn or expansion signals would save a lot of the manual detective work we do today. Gong is intuitive to navigate, and I like the opportunity to keep insights and outreach in one platform instead of adding another tool to the mix. Review collected by and hosted on G2.com.

I think the biggest gap has been enablement. I had been using Gong in a pretty basic way for call notes, action items, and Slack recaps, without realizing how much more was available for account strategy and customer insights. More CS-specific onboarding and guidance would help us get full value from it faster. Review collected by and hosted on G2.com.

I like that all of our conversations with our clients and prospects are in one place. We can quickly analyze trends, find gaps in our deals, and see how our outbound messaging is working. I love the prompt-based emails that use previous conversations to help tailor our cross-sell messaging. Review collected by and hosted on G2.com.

Credits. I hate the credit system. The system is unpredictable. Gong rolled out credits before their product was built to support them. There are so many gaps in the application of the credits that I am in a constant battle with my CSM and support to try to understand how they are used and why. Gong has been working retroactively to build controls and visibility to credit consumption. However, they should have had all this in place before rolling out the credit system. Review collected by and hosted on G2.com.

Gong brings a lot of work we were doing across separate tools under one hood. We had call recordings, transcripts, Notebook LM, spreadsheets, and engagement work happening in different places. Now the team can use Gong for call prep, follow-up recaps, deal boards, scorecards, flows, and account context without all the manual effort of stitching information together.

It has also been easy to get useful workflows up and running. We built new business and expansion deal boards, automated lead follow-up flows, handoff briefs, scorecards, and forecasting boards during implementation. The visibility is a big upside. It is much easier to see whether reps are following up on leads and to coach from specific moments in calls instead of listening to full recordings. Compared with Chorus, Gong feels much more usable across the broader go-to-market organization, not just as a place where calls get recorded. Review collected by and hosted on G2.com.

The biggest gap we're hitting right now is getting transcripts or structured notes from meetings that cannot be recorded into Gong. We can work around it with recap emails or the mobile app, but the workflow isn't optimal. Being able to ingest transcript text or separate notes directly would be ideal. Review collected by and hosted on G2.com.

What I value most is being able to revisit conversations with partners and customers, capture important details, and use AI summaries to organize key takeaways and next steps.

As a Cloud Services Advisor, this helps me document needs, commitments, and opportunities, prepare for upcoming meetings, and follow up more effectively. I also find it helpful to share meeting information by email. Gong lets me focus on the conversation and revisit the details afterward to keep the sales process moving forward. Review collected by and hosted on G2.com.

My experience has been very positive, and I have no significant issues to highlight. One enhancement I would appreciate is more flexibility to tailor summaries to my sales workflow, with a structure focused on customer needs, objections, commitments, and next steps. This would make it easier to update my opportunities in Salesforce. Review collected by and hosted on G2.com.

In Gong, you can set rules and settings that notify you if x,y,z were or were not said or addressed during a call. It's a great training tool to help show where we can improve our talk tracks.

There are pipeline reports that make it easier for me to see deals coming my team's way. I appreciate the transparency, it allows me to be more prepared for deal assignments. Review collected by and hosted on G2.com.

Under a specific client, I'd like to be able to see the entire call history instead of the last recorded call and emails (this might be a lack of platform knowledge on my side) Review collected by and hosted on G2.com.

I absolutely love GONG. It's intuitive and easy to use, but what really stands out to me are its AI features and agents. Review collected by and hosted on G2.com.

This isn't exactly a dislike, but more of a suggestion. GONG has recently introduced several new AI-related features, and when I browse my GONG settings page, it can feel overwhelming with all the announcements and new options. It's easy to get lost among the updates. Review collected by and hosted on G2.com.

What I like best is that Gong gives us useful insight from customer conversations and lets us put it into real workflows. New hires use it a lot to listen to demos and learn from colleagues. We also use Gong data through MCP with Claude across sales, product and marketing, so Gong has become both a call library and a source of insight.

More recently, we have built our own qualification playbook around things like decision maker, ICP fit, size and confirmed commitment. Gong can pick this up from calls, show it in the deal view, and push it to HubSpot. That is super handy because it reduces manual CRM work and gives sales leadership a clearer view of demo quality. The team has also been very helpful in building this with us live, which made it easy to get started. Review collected by and hosted on G2.com.

We have a lot of data in Gong, but people have sometimes used it more through Claude than directly in Gong. The opportunity is making the more advanced workflows, especially forecasting, coaching and agents, easier to discover and adopt so Gong becomes part of everyone’s regular work, not only a library for calls. Review collected by and hosted on G2.com.

I like the integration with ChurnZero, which removes manual work for me after I complete my calls for the day. Review collected by and hosted on G2.com.

I wish there were a way to auto-add Gong if I have a meeting pop up unexpectedly. It's also challenging to associate a call with an account if I download a recording from Zoom and upload it into Gong. Review collected by and hosted on G2.com.

It’s easy to invite to meetings, very easy to find calls and the tools it offers to view and analyze the calls are top-notch.

It’s one of the few good good use cases for AI. It’s transcription capabilities are very good and with the chatbot you can ask it anything and get a fairly accurate response with sources for you to manually verify.

Finally, their MCP server makes it even more capable. Review collected by and hosted on G2.com.

It’s a bit cumbersome to navigate and some features are weirdly fragmented across different menus. It’s also got a bit of a learning curve Review collected by and hosted on G2.com.

Call Analysis, Conversation Intelligence, and Sales Reports are indispensable in my role as an Outbound Sales Agent because they help me understand customer needs, identify objections, and improve my sales performance. Call Analysis helps me evaluate my calls and identify areas for improvement. Conversation Intelligence helps me understand customer behavior, recognize buying signals, and handle objections more effectively. Sales Reports let me track key performance indicators, measure my conversion rate, and identify trends in successful and unsuccessful calls. I also found the recordings and conversation summaries mostly reliable for capturing main points like needs, objections, and follow-up actions. Review collected by and hosted on G2.com.

Speech-to-Text, Natural Language Processing, and Access Controls/Permissions can be challenging. Transcription accuracy can be affected by different accents and mixed languages, and it can miss details when customers speak quickly or switch between languages, which can lead to misleading insights and makes it harder to catch and correct mistakes. Understanding the full context and intent of customer conversations is not always easy. Managing access to sensitive customer information also requires clear and reliable permissions to ensure data privacy and security. Review collected by and hosted on G2.com.