How Gong Works

Gong is a Reality Platform that utilizes industry-leading AI to capture, analyze, and deliver insights from your team's customer interactions. This includes various forms of interactions such as video calls, phone calls, emails, and more [1]. It provides a holistic view of your market and team, enabling you to understand what's really happening in your business and adapt accordingly. It also offers personalized guidance at all levels of your business, from coaching opportunities for your team to deal prioritization and improving forecasting accuracy [1].

Capturing Customer Interactions

Gong gathers all communication data between your team and your customers. This includes spoken conversations during calls and written correspondences like emails. The AI in Gong is designed to process the full context of these customer interactions, understand the key topics being discussed, the top questions being asked, the action items, and the relationship dynamics [1].

Analysis and Insights

Gong's AI technology enables the user to quickly and easily search for key words or specific customer calls. This feature allows for a feedback loop to sales representatives offering options based on the analysis [2]. Gong has a feature called "Trackers" that helps identify when deals are single threaded, don't have next steps, or are missing other critical and flagged information needed to propel a deal forward. This saves time from having to ask the same questions over and over to sales reps [2].

Actionable Guidance

Gong provides actionable insights and guidance based on the data it captures and analyzes. For instance, it can provide data on coaching opportunities and suggest which deals reps should focus on [1]. Inside Gong, on each call, you can see multiple attributes of a call, such as number of questions asked by us vs. the customer, action items, keywords, filler words, talk ratio, patient meter etc. Gong then provides tips based on these attributes [2]. Gong has helped keep reps aware of their talk time, question rate, and patience on calls, contributing to better communication with clients [2].

Usage of Hashtags and Trackers

Users can use specific hashtags to improve their data analysis and qualitative research. These hashtags allow users to understand if their assumptions about their customers are correct and even find new insights from their conversations with clients [2]. The "Trackers" feature in Gong allows users to flag keywords, such as the names of competitors or phrases around the economy. This helps to quickly identify what is being discussed and jump straight to those conversations [2].

With Gong, businesses can compile competitive analysis to stay head to head with their competition. Product and Marketing Managers can constantly scan these analyses to see how they can pull ahead from a product offering or ensuring they are marketing properly [2].

By setting up key words to understand what their prospects need and say about competitors, Gong helps reduce the sales cycle and provide pointed insights to the prospect [2]. Gong has also been highlighted for its ability to show specific insights such as the longest monologue, patience, and engagement with customers. It allows users to search for specific trackers/keywords used during a call and highlights the portion of those calls where they can find more details [2].