G2

Nick D.

Director, Revenue Operations

Mid-Market (51-1000 emp.)

Originally submitted 4/24/2024

"Clearer Discovery Coaching and Customer Insights from Every Call"

4/5

What do you like best about Gong?

What I like best is that Gong gives us a much clearer view of how discovery is actually going. We built an AI scorecard around the questions our reps should be asking, then export the results weekly to see trends by rep and across the team. It has made the conversations more concrete. Reps are paying attention to what gets scored, and leaders can see where coaching is needed instead of relying on anecdotes.

We also get a lot of value from the AI tools and call data. We use transcripts for sales, product feedback, and customer context, including helping someone returning from leave get caught up on what happened across their accounts. Gong has been easy to build on, and our customer support has been very hands-on when we need help with scorecards, filters, backfills, or figuring out the right workflow. Review collected by and hosted on G2.com.

What do you dislike about Gong?

The main limitation is identifying call types automatically. Our discovery calls do not always have an opportunity created yet, and meeting titles can be generic, so some follow-up or unrelated calls get pulled into discovery scorecards. A more context-aware way to categorize calls as discovery, scoping, delivery, or product conversations would be really helpful. Review collected by and hosted on G2.com.

What problems is Gong solving and how is that benefiting you?

Gong is helping us improve new-business discovery and make coaching more fact-based. We use automated scorecards to see whether reps are asking the right questions around current solutions, pain, process, and stakeholders, then review weekly trends with sales leadership. That gives us a practical way to spot gaps and coach without manually reviewing every call. We also use conversation data for product feedback and customer context, so teams can pull useful signals from calls instead of chasing notes across tools.ast. Review collected by and hosted on G2.com.