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First time user and I love it!
What do you like best about the product?
I really enjoy how the technology takes the call and gives me a written recap and next steps. It is wildly accurate!
What do you dislike about the product?
I'm still learning the system, but nothing at this point.
What problems is the product solving and how is that benefiting you?
Notetaking, follow up items and feedback from my manager.
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makes my life as a CSM so much easier
What do you like best about the product?
- no need to take notes anymore, I can focus on the customer the whole time.
- ability to share snippets about customer requirements to my colleagues in charge of the product. this saves time and makes the internal process so much faster
- I feel safe with Gong because it's like having immediate access to all the exact insights a customer shared with you since..ever!
- ability to share snippets about customer requirements to my colleagues in charge of the product. this saves time and makes the internal process so much faster
- I feel safe with Gong because it's like having immediate access to all the exact insights a customer shared with you since..ever!
What do you dislike about the product?
the search functionality should be improved to allow users to better find people, companies and specific calls
What problems is the product solving and how is that benefiting you?
helps keeping track of all the conversations with customers and analyze aggregate data
Best meeting recap tool
What do you like best about the product?
Not only does gong let me hear back all my meetings, but it also saves me time by generating concise meeting recaps.
It generates a list of action items and discussed topics, this way, I can easily draft an email to send to my client.
It generates a list of action items and discussed topics, this way, I can easily draft an email to send to my client.
What do you dislike about the product?
I proofread the text it generates, and a couple of times I found it missed 1 or 2 important points, other than that I find it to be very accurate.
What problems is the product solving and how is that benefiting you?
It saves me a lot of time, because of it I don't have to listen back the whole meeting and it generates a recap I can send to my clients.
Broken Promises, Low Adoption: Why Gong Engage Misses the Mark
What do you like best about the product?
Conversation intelligence is ChatGPT on steroids
What do you dislike about the product?
We’ve had a disappointing experience with Gong Engage, and I want to share our story to help others avoid the same mistakes. Despite its potential, Gong Engage falls short in several critical areas. The platform lacks task APIs, does not integrate with other vendors or parallel dialers, and isn’t built to function as a proper sequencing tool. Gong is strong at conversation intelligence, but that’s where its usefulness ends.
When we initially signed up, our sales rep promised integrations and a more robust system, but none of that materialized. The tool is slow, buggy, and creates an excessive administrative burden on the user side. To make things worse, after requesting training for over 10 new hires, this is the response we received from their Professional Services team:
“The time has come for our Professional Services team to roll off and formally bring this engagement to a close. We ask that you please respond to this email acknowledging the conclusion of your Gong Essentials | Engage Essentials engagement.”
Our team is struggling with low adoption, and they won’t even spend the time to support us during this transition. We were essentially left with minimal support and no actionable solutions for improving adoption, despite our need for training and guidance. The only follow-up offered was a survey to rate their services—completely missing the point of what we needed.
This is not what we expected, and it’s become clear that Gong Engage is not a good vendor for dialing or sequencing. If you’re considering them, I highly recommend looking at better options like Outreach, Salesloft, or Apollo. These platforms offer the functionality, support, and integrations we expected from Gong but didn’t get. Unfortunately, I feel misled by our sales rep, and choosing Gong Engage was a regret.
Buyer beware.
When we initially signed up, our sales rep promised integrations and a more robust system, but none of that materialized. The tool is slow, buggy, and creates an excessive administrative burden on the user side. To make things worse, after requesting training for over 10 new hires, this is the response we received from their Professional Services team:
“The time has come for our Professional Services team to roll off and formally bring this engagement to a close. We ask that you please respond to this email acknowledging the conclusion of your Gong Essentials | Engage Essentials engagement.”
Our team is struggling with low adoption, and they won’t even spend the time to support us during this transition. We were essentially left with minimal support and no actionable solutions for improving adoption, despite our need for training and guidance. The only follow-up offered was a survey to rate their services—completely missing the point of what we needed.
This is not what we expected, and it’s become clear that Gong Engage is not a good vendor for dialing or sequencing. If you’re considering them, I highly recommend looking at better options like Outreach, Salesloft, or Apollo. These platforms offer the functionality, support, and integrations we expected from Gong but didn’t get. Unfortunately, I feel misled by our sales rep, and choosing Gong Engage was a regret.
Buyer beware.
What problems is the product solving and how is that benefiting you?
Gong excels at conversation intelligence, providing valuable insights into sales calls that help new reps improve their performance and refine their approach quickly.
Negatives:
Despite its strengths, Gong has significant drawbacks. The platform is expensive, especially compared to alternatives like Salesloft and Apollo, which offer similar capabilities for a fraction of the price. Gong’s lack of open task APIs limits system integration, making it difficult to connect with other essential tools or dialers, frustrating teams that rely on seamless workflows.
Additionally, the requirement to inform prospects that they are “on a recorded line” can feel awkward and off-putting, often creating a negative first impression and harming rapport. Many reps also resist using Gong because they feel micromanaged, leading to low adoption. While it works well for newer reps, the long-term engagement from experienced team members is lacking.
Furthermore, Gong’s Professional Services team seems indifferent to your company’s growth or the number of licenses you’re adding. When we asked for training for new hires, the support was minimal, and they were quick to close the engagement without considering our growing needs. It’s clear that they don’t prioritize customer success in the long term. Given these limitations, Gong struggles to compete with alternatives that provide better support, lower costs, and more flexible features.
Negatives:
Despite its strengths, Gong has significant drawbacks. The platform is expensive, especially compared to alternatives like Salesloft and Apollo, which offer similar capabilities for a fraction of the price. Gong’s lack of open task APIs limits system integration, making it difficult to connect with other essential tools or dialers, frustrating teams that rely on seamless workflows.
Additionally, the requirement to inform prospects that they are “on a recorded line” can feel awkward and off-putting, often creating a negative first impression and harming rapport. Many reps also resist using Gong because they feel micromanaged, leading to low adoption. While it works well for newer reps, the long-term engagement from experienced team members is lacking.
Furthermore, Gong’s Professional Services team seems indifferent to your company’s growth or the number of licenses you’re adding. When we asked for training for new hires, the support was minimal, and they were quick to close the engagement without considering our growing needs. It’s clear that they don’t prioritize customer success in the long term. Given these limitations, Gong struggles to compete with alternatives that provide better support, lower costs, and more flexible features.
Gong has been exceptional for conversation intelligence
What do you like best about the product?
Its ease of use and the aggregation as. well as quick access of its data
What do you dislike about the product?
The high-level data is great but unfortunately cannot dig multiple levels deep in Gong Engage
What problems is the product solving and how is that benefiting you?
Call accessibility. Everyone now is able get their hands on the conversations going
Once you have Gong, you won't go back
What do you like best about the product?
The trust I have in the accuracy of the data that the recorder captures in my calls. It allows me to dedicate my full attention to listening to the customer/prospect, rather than multi-tasking.
What do you dislike about the product?
There really aren't any.... The worst thing I can think of it is when the notetaker introduces itself at the beginning of the meeting, which isn't a big deal at all.
What problems is the product solving and how is that benefiting you?
1. Time-savings -- being able to rely on Gong for conversation follow-up and CRM knowledge transfer
2. Remembering key points/details -- resurface old call insights to rekindle conversations or drive home points
3. Finding insights I would have otherwise missed -- the Gong recorder is highly accurate and captures things most humans would breeze over
2. Remembering key points/details -- resurface old call insights to rekindle conversations or drive home points
3. Finding insights I would have otherwise missed -- the Gong recorder is highly accurate and captures things most humans would breeze over
A must have for every Strategic Account Executive.
What do you like best about the product?
The fact that I can concentrate fully on the customer and not be distracted by my note taking.
What do you dislike about the product?
I think there could be private notes that you can keep on each call and then have the ability to integrate a follow-up from a snippet that could integrate with your calendar to action on. I also think that the home page could be more intuitive.
What problems is the product solving and how is that benefiting you?
An audio record of all historical conversations. If someone leaves a company, they don't take all the historical knowledge with them. I could not do this job without this tool.
Gong is making my work easier
What do you like best about the product?
I really like the AI overview of the call, I often use it to send a summary of a call to the Customer. Additionally, I think the timeline feature is really good. It's pretty intuitive, so I did not spend a long time learning how to use it. Everything integrated really easily with Zoom, no issues here.
What do you dislike about the product?
Nothing comes to mind, actually! I'd add the possibility of connecting the emails as well.
What problems is the product solving and how is that benefiting you?
It helps me manage my projects better, which is important in my role. I can see the overview of my calls and general temperature of a project. Additionally, I can take a look how other people interacted with this Customer in my company, which helps give me a broader context.
good
What do you like best about the product?
love the ai feedback
like the transcript and notes
like the transcript and notes
What do you dislike about the product?
takes a while to process the videos and not that easy to send to others
What problems is the product solving and how is that benefiting you?
recording demos
Used at two organisations that I've worked at, it's a game-changer
What do you like best about the product?
My use case is predominantly in Customer Success but here is where I find Gong excels:
Internal
- When I joined FYLD, we had no visibility of our team's calls and training/sales styles. Gong has allowed us to do peer-to-peer reviews to gain context as to what our team is working on and hear stories directly from the customers.
- Time-saving - the summaries, AI functionality and email write-ups are also super helpful in saving time
- Score-cards - ability to provide feedback and coach users, as well as provide time-stamped comments
- Snippets! I love the ability to share a short clip of a call with the team to demo success stories, customer complaints, bugs and feature requests
External
- Can share calls with customers to use as training resources
- Can keep customers accountable with call recordings (as well as our own team)
Internal
- When I joined FYLD, we had no visibility of our team's calls and training/sales styles. Gong has allowed us to do peer-to-peer reviews to gain context as to what our team is working on and hear stories directly from the customers.
- Time-saving - the summaries, AI functionality and email write-ups are also super helpful in saving time
- Score-cards - ability to provide feedback and coach users, as well as provide time-stamped comments
- Snippets! I love the ability to share a short clip of a call with the team to demo success stories, customer complaints, bugs and feature requests
External
- Can share calls with customers to use as training resources
- Can keep customers accountable with call recordings (as well as our own team)
What do you dislike about the product?
- Email write ups are in American English
- Email write ups aren't always written in my writing style, it would be good to have the ability to coach the tool to sound more authentic
- Email write ups aren't always written in my writing style, it would be good to have the ability to coach the tool to sound more authentic
What problems is the product solving and how is that benefiting you?
Visibility over discussions being had with customers and the feedback that they are giving our team. No longer relying on our teams notes or memory.
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