CONFIGURING GONG

Ask questions and learn best practices about configuring Gong features like scorecards, trackers, saved searches, and more.

  • 37 Posts
  • 97 Replies

37 Posts

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Aidan PilgrimNew Participant
asked in CONFIGURING GONG

How can I export private comments?

My compliance team has been making lots of private comments on calls for Quality Assurance and compliance.They want to download these en masse. How do i do that?The API only allows public comments as far as i can see?

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Lauren Olsen
2 days ago
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Ayumi MasubuchiCommunity Newbie
asked in CONFIGURING GONG

Change the names of call participants

How can I change the name of each caller? I uploaded some recordings, but each caller's name is inaccurate. 

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7 days ago
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Leah LangstonCommunity Newbie
asked in CONFIGURING GONG

Creating a "team" that spans reporting structures

Hi, i’m wondering if there is a way to organize tracking, etc, for a group of users that doesn’t neatly fall under one reporting structure. For example, I want to be able to monitor all users that service our enterprise vertical, but currently those users report into 3 different teams (sales vs success, multiple managers). Is there a way to create a custom “team” in this sense?

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8 days ago
Winnie Nguyen
Winnie NguyenCommunity Newbie
published in CONFIGURING GONG

Support Tip of the Week: Tracking your trackers

If you're running a Trackers report in Salesforce but the Trackers aren't populating, double check your Trackers settings in Gong to see that they're exporting to the right place.Navigate to your company settings in Gong > Trackers > Edit a tracker > Select "CRM call objects" or any other relevant options:Interested in learning more? Check out our Help Center!

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12 days ago
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Kavya P PhophaliaCommunity Newbie
asked in CONFIGURING GONG

Smart trackers

Hi everyone,I have two questions for you all:1. What are some important use cases of smart trackers and a few example sentences you guys are trying out?2. How are you setting up smart trackers for MEDDPICC?

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Molly Kipnis
1 month ago
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Siobhan CollieCommunity Newbie
asked in CONFIGURING GONG

Can you teach Gong to recognize words?

Gong does not recognize the name of our company, “Accelo”. It often cites in transcripts “excel” or “a cell o”. I’m curious if we can teach Gong AI to recognize a new word? Thanks,Siobhan

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1 month ago
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ANDREW AURILIONew Participant
asked in CONFIGURING GONG

Smart Trackers- Deep Dive

I am working to improve my smart trackers as I am finding the results to be a bit lower than expected (and, of course, much lower than the sales reps believe it should be). I have tried the keywords trackers but find them to be a bit more inaccurate and the smart trackers provide more intuition and context with AI to help hone in on the messaging. My question(s) are: do you find it to be more constructive to use more words/phrases or less words/phrases? And is there any way to exclude words/phrases so that certain context or combinations are not tracked?Any and all help with this is appreciated.

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Molly Kipnis
1 month ago
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AnthonyZNew Participant
asked in CONFIGURING GONG

Can you export a call transcript?

Is it possible to export the transcript of a call to a spreadsheet? I am wanting columns with Time, Speaker, and Transcribed Audio.

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1 month ago
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Matt HandsEnthusiast
asked in CONFIGURING GONG

Exporting Questions Asked

One thing I’m coaching to right now is the TYPE of questions my reps are asking. I’m noticing that the reps that are underperforming centre their questions around (what i call) “Solutioning” the customers problems. The better reps are focus on business questions and questions about the evaluation process and criteria. I’ve manually exported all questions in a call to a spreadsheet so I could tag each question as Solutioning, Business, Pricing/Admin, Deal Process.Control, etc. But maybe there is any easier way to export every question?

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5 months ago
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Roman AleksandrenkoGongster
asked in CONFIGURING GONG

What's the best resource that helped you getting up and running with Gong fast?

Hi everybody,I’m curious about the smaller companies without a dedicated tech admin and very limited support from Gong. 1. How did you manage to navigate through the setup & integrations phase?2. What was the most helpful resource and why?3. What were the most challenging parts of the process? Thank you for the help! PS: sorry if somebody already asked about this, I just couldn’t see it anywhere. 

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6 months ago
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Kelly ParksCommunity Newbie
asked in CONFIGURING GONG

Gong Call Library

Hello -I have been using the Gong Call Library for years, but feel very limited by it’s functionaity. If possible could I suggest: Bulk adding of calls Less steps to add a call. Right now you have to go to the call page, select a folder, and click add. I would prefer if you could just click “add to library” from the listing of calls without having to click into the call page. The ability to drag and drop calls into the libraryThank you,Kelly

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Molly Kipnis
7 months ago
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Holly HampsonCommunity Newbie
asked in CONFIGURING GONG

Create filter on external participants use of keyword trackers?

Hello - have you successfully created a filter to track an external participant’s use of a keyword tracker? 

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Molly Kipnis
7 months ago
Molly Kipnis
Molly KipnisCommunity Manager
posted in CONFIGURING GONG

Hello, Program Managers and Business Admins!

You’re here to ensure your team gets the most out of Gong, and we want to support you on your journey. Ready to learn how to customize your Gong instance, align your tech stack to support key initiatives, and effectively manage your organization's stakeholders to drive success? Take a look at the resources curated just for you in the Gong Academy!

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Molly Kipnis
9 months ago
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Meg BowieCommunity Newbie
asked in CONFIGURING GONG

Need help with Sandler Sales Trackers

Hi all! My colleagues and I have implemented some Sandler Sales trackers in Gong but they’re super broad and aren’t pulling in calls with the precision we’d like. Does anyone have some awesome Sandler trackers they’d be willing to share? Here are some examples of our trackers that are way too general!  

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10 months ago
Adelaide King
Adelaide KingGongster
posted in CONFIGURING GONG

GONG’s Guide to GAP Selling

GAP Selling is an increasingly popular sales methodology that relies on closing a gap between your prospect’s current and future state. If your team has recently switched to GAP Selling, or are thinking about it, fear not - Gong can help!Configuring Gong after adopting new messaging is crucial in tracking its adoption and success. As a CSM here at Gong, the first place I suggest my customers start is Trackers. For GAP Selling, I suggest breaking your Trackers into 6 pieces: Current State, Problem, Root Cause, Emotion, Future State, and Solution. Feel free to leverage GONG’s Guide to Gap Selling and the base Trackers below. Do not forget to customize these trackers further for your industry, product names, product value, discovery questions, and use cases!GAP SELLING Current State:current state, doing currently, doing now,  have in place, have set up currently, have today, looks like today, process look like today, process today, program in place, tell me about what that looks like now,

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Molly Kipnis
11 months ago
Andrew O'Driscoll
Andrew O'DriscollHead cheese
posted in CONFIGURING GONG

14 Tips for Building, Scoring, and Analyzing Scorecards

Scorecards create visibility that benefits reps, managers, the team, and the organization at large.   Scorecards are a great way to: Gauge how individual reps are performing and where they need help Understand overall patterns across the organization Create a positive rep-manager coaching culture  3 factors that make Scorecards successful A manager’s commitment to score calls regularly is key. Sporadic scoring is not effective.  A rep's commitment to embrace the feedback as input to improve is a must.  Engaging with Scorecards long enough to see the change happen  How to create a scorecard in 3 easy stepsBuild Score  Analyze   I've found that a little up front thought and planning will save a lot of time and get you better insight.   BUILD Test offline first Draft the scorecard outside of Gong, listen to and score a handful of calls to test the scorecard, and tweak as needed. This will save you time iterating in Gong, and you can cut and paste your fina

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Molly Kipnis
1 year ago
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Samajdass42Community Newbie
asked in CONFIGURING GONG

Create alerts based on keywords

Is there a capability with Gong to send alerts or an email whenever a keyword is heard in a gong call?

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1 year ago
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Lillie MartinNew Participant
asked in CONFIGURING GONG

Tracking feature tags for voice of customer

Hi, all! I help run Voice of the Customer at my company and we record all of our Customer Success calls with Gong. We currently track feedback in our product via feature request tags (we have about 700!) that we relate to specific customers in our home grown CRM. Right now, we manually tag customers based on emails, Gong calls, Slack messages, etc. and I am trying to see how we can automate this process. I know the trackers exist, but there aren’t necessarily always phrases or specific words that correlate directly with a feature request tag. I would love to be able to capture more complex feature requests and feedback snippets ideally by flagging them automatically, or alternatively, capturing them manually after the call, using our existing feature tag nomenclature. Then, I’d like to have that pulled into our product (more of a nice to have!).  Any tips? I’ve seen some similar questions, but not something specific to using tags in this way.  

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Andrew O'Driscoll
1 year ago
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Tim SobocinskiCommunity Newbie
asked in CONFIGURING GONG

Scorecards

When a scorecard is completed does the call organizer receive an email notification?

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Brandon James
1 year ago
Vinit Patel
Vinit PatelEnthusiast
asked in CONFIGURING GONG

Small talk trackers issue?

Anyone else having this issue where the Trackers (eg for Small Talk) page is empty? I was inspired to go check it out off the back of this excellent post by @Dana Feldman for anyone who might have missed it: https://www.linkedin.com/feed/update/urn:li:activity:6930269921096441857/(As you can prob tell I’m itching to see what my aggregated small talk stats are and how they compare!) 

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Nisha Baxi
1 year ago
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Andrew GarberNew Participant
asked in CONFIGURING GONG

Where's the best place to leave product/development suggestions?

Just looking for the best place to leave my Gong suggestions!

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Nisha Baxi
1 year ago
Andrew O'Driscoll
Andrew O'DriscollHead cheese
posted in CONFIGURING GONG

How to Implement Trackers in 3 Simple Steps

[Written in collaboration with Julian Gonzalez VP, Strategic Sales & Enablement at Briq.  Thank you @Julian for the excellent examples, and expert perspective.] Trackers are an important building block to get the most value from Gong. They allow users to understand what is being spoken about in both calls and emails. Gong comes with a handful of out of the box trackers (Process, Budget, Authority, Timing etc.), and over the course of rolling out and evolving Gong we create additional trackers to help us understand specific mentions, processes, messaging and so much more that is unique to our company. If you aren't using trackers at your organization, it may be because you're not sure why they're valuable or how to set them up. First, let’s dive into why trackers matter so much:  Trackers help: Inform what sales people are talking about Identify risk (e.g. Competitive mention in a late stage cycle) Dispel or confirm beliefs and/or your intuition (e.g About your competition, your

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Lindsay Stevens
1 year ago
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Dave WinterNew Participant
posted in CONFIGURING GONG

How do you find top keywords on your customer calls?

Hi, is there any way way to see what keywords are being used most on our demo calls logged on Gong? Perhaps a list of most used keywords? We’d like to use the data for content updates.

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Andrew O'Driscoll
1 year ago
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Stephen DiSibioCommunity Newbie
asked in CONFIGURING GONG

Call Categories vs Libraries

Can anyone explain why one would use call categories vs call libraries? Now with the ‘stream’ capabilities, it feels like the exact same thing, but one shows in the form of ‘folders’ and the other in form of ‘reports’ -- both can be automated based on filters and both can send notifications when a new call meets the criteria… Thanks

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Brandon James
1 year ago
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Rootie BageNew Participant
asked in CONFIGURING GONG

Can I send notifications through gong trackers?

I was looking to set up a new tracker in Gong, but also wanted it to send notifications to certain people whenever that tracker gets another hit. Is sending notifications through Gong trackers possible / something we can do? I see a “email notifications” checkbox when I create a tracker but can’t find where to configure that feature.

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Andrew O'Driscoll
1 year ago
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