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Can I use Gong to capture product feedback and connect that to a slack channel?

J
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Hi! First time poster here- I heard a speaker reference recently that they use Gong to capture product feedback. The way they made it sound was that gong captures this product feedback and puts either a call recording or a call transcript into a slack channel. 

I am wondering if there is a way to have gong capture the phrase “product feedback” and use that as a trigger to post something into a slack channel. Is that far out there in the realm of possibility? 

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Best answer by Tony Labellarte 19 August 2021, 21:13

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T

Apologies if you’ve already considered this but I imagine you could set it up this way and it would be pretty easy.

 

  • Create a Gong Tracker, Product Feedback, that includes phrases like “product feedback” or anything else that would pinpoint these calls
  • If you have already set up the Slack integration, go into Automation Rules within the company settings section.
  • Select Add Rule
  • Add that tracker in the new rule.
  • Select the channel to sent it to.
Nisha Baxi

Apologies if you’ve already considered this but I imagine you could set it up this way and it would be pretty easy.

 

  • Create a Gong Tracker, Product Feedback, that includes phrases like “product feedback” or anything else that would pinpoint these calls
  • If you have already set up the Slack integration, go into Automation Rules within the company settings section.
  • Select Add Rule
  • Add that tracker in the new rule.
  • Select the channel to sent it to.

 Thanks for that thoughtful answer @Tony Labellarte!  :point_up_tone4:@Josh Gradwohl

Head of Community, Gong
Eran Aloni
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In addition to @Tony Labellarte’s suggestion, we’re also using hash tags (e.g. #feature-request) that sales people, CSMs, PS, and support use to tag the product team.

In addition, we’re using our ProductBoard integration to send highlights to ProductBoard, where our Product team reviews suggestions and feedback.

Eran
J
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This is perfect! Thank you all so much - I really appreciate it. 

Vinit Patel
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@Josh Gradwohl if you’re looking to get started with some lightweight analysis, I’d definitely recommend the above as that’s how we’ve set it up - both in terms of trackers AND using #’s for specific call outs.

The trick however is ensuring that EVERYONE in the org uses those #s and knows about it. We did one announcement and then it was tumbleweed. So instead we introduced it as a KPI for some teams, promoted it in our all hands, and regularly shared analyses on which #s and trackers were performing.

This spread the knowledge really well to the point that some of our product teams were commenting with #s when reps forget to call it out and it started to become a nice virtuous cycle...

If you read this far... you wasted your time. Jokes ;p
G

Trying to create a very similar flow but I want the ability for the seller to pick the moment to share. A link to the entire call is not helpful downstream. Has anyone figured out how to wire comments to slack notifications or a webhook so we can grab the comment and direct teams to the moment needed? 

Vinit Patel
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@Chip Grossman absolutely nailed this for us early on in our implementation, and it’s worked a

treat since  Only caveat is that the transcription can be a bit off sometimes (v v hard to get right) but it def does the job IMO

If you read this far... you wasted your time. Jokes ;p
G

@Vinit Patel The seller initiates the alert via commenting on their call? Or is the Slack message automated based on content within the call? I want the first, I want user editorialized comments kicking off the Slack notification and product board post. 

Chip Grossman
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@Greg Hay When you connect your slack integration and enable notifications, any call comment will trigger a slack notification (i.e. anyone tagged in the comment gets a notification) - it helps streamline the whole process! Your CSM will definitely know how to help you set this up :) 

Chip Grossman
G

Right, the person, not a channel. I’d like #productFeedback #pricingFeedback #DealDeskFeedback etc. in Slack and route calls into the pertinent buckets with notes. I suppose I could make the assumption that tagging the department leads should route the message to a channel? 

 

Vinit Patel
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The way we set it up was to create trackers (e.g. our competitors trackers) and whenever it gets triggered, we have a notification pop up in our #competitors Slack channel. I believe this was all setup using webhooks.

If you read this far... you wasted your time. Jokes ;p
Chip Grossman
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@Greg Hay We don’t yet have a way to set up a slack channel based on Hashtags - but it’s a good request and I’ll submit a feature request on your behalf. 

In the meantime - what Vin said about trackers will be key - I recommend working with your CSM on this :) 

Chip Grossman
Chip Grossman
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@Tali Hirsh for visibility ^^

Chip Grossman

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