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CONFIGURING GONG

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

  • 67 Posts
  • 214 Replies
67 Posts
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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
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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?

1282
Brandon James
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
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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
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

3542
Lindsay Stevens
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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
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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
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Juan Felipe CastañoNew Participant
posted in CONFIGURING GONG
Gong configuration

Good morning, I would like to know how is the process to configure gong with the following requests:1. We want to know how to control the recordings or make them private for some users.Is it possible to add Tracker's to Gong to automatically detect the mentions of some phrases?

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Molly Kipnis
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Kristen PaitCommunity Newbie
asked in CONFIGURING GONG
How are tasks owners determined?

Coming from GONG to Salesforce, how are conversation owners determined and how are task owners determined as they don’t align and I would like to edit.

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Molly Kipnis
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Jessica ClayNew Participant
asked in CONFIGURING GONG
Trackers to build buyer personas and vertical intelligence

Hi all - I’m wondering if anyone has ever used ‘Trackers’ to gain intelligence on the buyer and/or new verticals that you’re trying to move into? If so, what was your strategy, what phrases and key words did you track? 

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Brandon James
Chris Becker
Chris BeckerEnthusiast
asked in CONFIGURING GONG
Is there a way to search in folders?

We’re looking to beef up our use of folders but I also want the field to be able to search for certain topics within specific folders. I don’t see this from the Calls page or within the Folders page. 

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Chris Becker
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Rob LucianNew Participant
asked in CONFIGURING GONG
Is there something like a NEAR function for Trackers?

Hi everyone, I am currently working on building Trackers to accurately document when certain integrations are discussed on recorded Gong calls. I’m running into a problem where I can’t get an accurate search on popular softwares with the term “integration” said in the sentence.  Example: I am trying to create a Tracker that tracks when a customer talks about a “Salesforce Integration”. However if I use that exact phrase, I miss out on sentences that contain the words “Salesforce” and “integrations”, if they are not said exactly in the way of the Tracker. However, if I simply use the phrase, “Salesforce” I will get a lot of false positives in my results. Is there a way to configure Trackers so that it picks up terms near each other? If there’s a way to search for “Salesforce” that’s within, say, 10 words of the word “Integration”, that would be ideal. Please let me know your workarounds or best practices! Thank you!

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Nisha Baxi
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Josh GradwohlCommunity Newbie
asked in CONFIGURING GONG
Can I use Gong to capture product feedback and connect that to a slack channel?

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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Chip Grossman
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LiavACommunity Newbie
asked in CONFIGURING GONG
Unable recording for external users on zoom calls

Hi everyone :) There is an option to choose specific user from my gong team and mark them as “never record”.Is there a similar option for users that are not part of my team? maybe by the email domain of their Zoom account?We don’t want to record conversions with HR and Finance from outside of the company. Thanks!

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Devon Kirschmann
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LiavACommunity Newbie
asked in CONFIGURING GONG
Gong's recording bot - name

Hi :) How can I changed the name of the bot? and can I make a number of name options and define which one to use by rules? Thanks!

2754
Devon Kirschmann
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Evan GreenhoughNew Participant
asked in CONFIGURING GONG
Editing Scorecards?

Hey folks,I am going to be making some changes to a coaching scorecard soon and want to make sure that I’ve dotted my i’s and crossed my t’s.I have done some testing and it appears that:if I edit a question on an existing scorecard, it won’t edit any completed scorecards.  If I delete a question, then it will remove that question from completed scorecards. Disabling a scorecard prevents it from showing up as an option for a user, but it won’t remove any completed scorecards. With this in mind, I think the best option is to create a new scorecard “2021 SDR Coaching” and disable the previous one. This allows us to keep a record of the past scorecard and eliminate any confusion for the end user. If we don’t make anymore major changes, then I would update it to 2022 to show that indicate it is active/updated. Does this check out? Or do you have any other recommendations for editing scorecards and keeping things organized?

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Sunny Huang
Sunny Huang
Sunny HuangGongster
published in CONFIGURING GONG
The #1 Workflow for all Product Marketing Managers
The #1 Workflow for all Product Marketing Managers

We asked Gong staff, “If you could keep one workflow from Gong, which one would it be?”  Our Product Marketing Manager, Elvis, knew right away: ticklers.  They’re alerts that help you learn the real voice of your market. Elvis’s work involves gathering info from our market, customers, and prospects to support our go-to-market teams. Ticklers are how he cuts through the noise to find the market signals that matter.  Want concrete examples?This time last year, we helped field sales teams pivot into remote selling. Elvis used ticklers to inform our messaging to customers. He also used them to make sure the rebrand was adopted consistently and properly on sales teams.  I have my own version of a tickler for an internal initiative called ‘Belong at Gong’. I get notified when a call with ‘Belong at Gong’ in the title finishes, so I can stay up to date on the latest and greatest on what we’re doing for DE&I, and in the community. I also has one for Deal Drivers, a newer feature that I him

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Sunny Huang
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