I echo @Adriana Romero ‘s response. I’d also add that we use it to track how clients are responding to new products and campaigns. It gives us the opportunity to either say hey - this is working really well or to quickly pivot to something different.

It’s interesting, but Gong is used by such a wide range of departments at my org outside of just the sales teams.

We are keen to build Gong more formally in to our onboarding process. Some great tips from our Gong CSM already (thanks Lara!) and would love to hear additional insights on how others have approached this.

Folks keen to share here or maybe connect 1:1, please let me know!

One of the most useful ways I’ve found Gong to influence onboarding is by creating folders that exemplify best practices. I have the folders divided by product, stage in the sales process, and then vertical. It helps my new hires start to formulate and visualize their pitch when they hear best practices across the board from their peers.

thanks for this @Courtney Tucci , very helpful and will take back to the team

The list is endless on ways we can use Gong.  We are encouraging leaders to use Gong for recognition. We have seen success when we share the desired message, process, objection handling, etc. Not only can you leverage an easy way for peer to peer learning, you also get others more engaged with Gong.  Sales is a competitive world and reps want to recognized as the best. 

Love these tactics, @Ann Guy, cheers. We have taken the approach of building Gong in to our broader strategic messaging within channels as well; tactically as another connection point between front line and level up leaders, to continue ‘showing our work’ and elevating VOC up the chain.

We leverage Gong a ton for Coaching, helping managers to intentionally observe rep behavior during customer interactions which they can then use to Coach to our methodology and competencies. Also use it a ton for onboarding both external hires and internal transfers. 

I wanted to share what the Gong Customer Education and Training team does in case anyone is looking for training-specific workflows! 

We have created a self-reflection Scorecard in Gong so that we are able to self-grade our training sessions. We also have a goal each quarter to review 2-3 calls for each member of the team, which equates to 8-12 calls per quarter on which we are offering feedback to colleagues. We also frequently tag one another in calls where we would like feedback, or request feedback using the right sidebar (“Feedback” option) when reviewing a call in Gong so that we can ask a fellow trainer to score one of our training sessions. We also tag our manager in calls and she has time set aside each week to block her schedule so that she has the time to give us feedback.

Our team spends a lot of time in the Team tab in Gong to see how we are performing regarding our interaction statistics, and we make adjustments frequently based on the data that surfaces in this section.

We also use Gong heavily when we have new members join the team - there is nothing better than new hires being able to see what great looks like by watching and reviewing their colleague’s training sessions to become a subject matter expert and to see how the rest of the team speaks to specific workflows in Gong when training different personas.