Tagging in a few folks from the Celebrate chat who shared ideas a few weeks ago!

Now’s your chance to earn some Gong merch store cred or potentially a $500 Amazon gift card ​@Kerry Heilskov ​@Leon Hassid ​@Kim McGoldrick ​@Monica Lloyd ​@Andrea Ihara ​@Blake DuBose 

When I started as an SDR, account research was one of the most time-consuming parts of prospecting. To have a warmer introduction, I used to comb through calls and emails, looking for the connections we had with a company and what had been discussed. Frequently, I’d have to listen back to multiple calls. Sometimes, there would be notes on the account, but the accuracy was hit or miss depending on who left them.

The Ask Anything function in Engage has completely changed this process for our team. Our favorite prompt has been:

• "Break this up into two sections. 1. Describe the last conversation with this account. 2. As a manager, what should I know about this account"

This has been the fastest way to get an account summary and understand the connection. It is also helpful to be able to see all the sources that are contributing to the answer.

I wish I had this while I was an SDR.

Shoutout to ​@Ryan Croom for helping us use Gong AI to the fullest!

Real conversations lead to real innovation. At both Jungle Scout and Toolio, Gong didn’t just help us listen—it taught us how to act. It has been a cornerstone for elevating our approach to sales, customer success, and product collaboration.

At Jungle Scout, Gong revolutionized how we approached feedback for an early stage enterprise offering, helped us better understand what customers were saying, as well as navigate complex renewals and expansions. Its AI capabilities helped us detect renewal risks by flagging language like hesitations in customer sentiment or mentions of feature gaps and competitors. This allowed us to address concerns proactively before they became roadblocks. It also helped mitigate churn by surfacing insights into the language used by customers who left, enabling us to tweak onboarding and engagement strategies to improve time-to-value. Gong even highlighted upsell opportunities by identifying signals of customer interest in specific products or features, improving our success rates for cross-sell and upsell initiatives.

At Toolio, Gong has been equally transformative, particularly in managing the complexity of implementations and improving proactive customer engagement. Implementations can be challenging, especially when working with enterprise clients that have unique processes. Gong’s call transcripts and AI-driven analysis allowed us to surface recurring roadblocks, such as misunderstandings about product capabilities or misaligned expectations. By addressing these issues early, we were able to stay focused on realistic timelines and ensure smoother implementations.

In sales and customer training, Gong’s ability to highlight recurring questions and gaps in understanding gave us a blueprint for improvement. We used these insights to create microlearning resources tailored to customer needs, significantly improving their ability to self-serve while still feeling supported. Internally, Gong became a bridge between teams. For example, when customers mentioned specific feature requests or frustrations, Gong helped us aggregate this feedback. Instead of relying on anecdotal evidence, our product team had direct visibility into what customers cared about most, helping them prioritize roadmap decisions with confidence.

These experiences inspired me last November to create TranscribeIQ, an AI powered Gong plug-in and Chrome Extension that builds on the best of Gong while channeling its capabilities for Customer Success, Sales, and Product teams. For Sales teams, TranscribeIQ allows us to do immediate analysis and feedback on MEDDPICC, surfaces key moments like tailored call summaries highlighting objections and next steps, integrating seamlessly with Slack and G-suite to ensure smooth follow-ups. For our Customer Success teams, it creates shareable insights such as new customer handoff documents, renewal analysis, and prep for QBRs, helping CSMs scale their impact and manage accounts with precision. For our product teams, it aggregates customer feedback and highlights which feature requests and bugs are creating the most friction and should be given priority, giving them clarity on what matters most without relying on anecdotal data.  It can also be used for improving teams through call coaching and feedback at critical stages in the customer journey.  The best part is that all of this is powered by Gong and its tremendous capabilities to create top tier transcripts.  

Big picture Gong has created an environment for us to build a center of excellence across the goldmine of prospect and customer information stored in the calls and use it to improve how we approach selling, internal and customer training, retaining and growing our customers and informing product development.  Its been one of the most valuable apps that I’ve used to date and continues to get better with its integrations, features, and improved its ability to use its data across our tech stack.  I also love the community around gong and especially the new Matcha offering thats helped me connect with and meet peers, learn and share knowledge, best practices and experiences with them - its been amazing.  Can’t wait to see what Gong does next! 

One of the biggest wins for us as an organization this year using Gong’s AI was creating smart trackers to determine the decision drivers of why prospects were in market during our discovery and demo calls.  

We trained the smart trackers to pick up on variations of the nine different drivers we measure in SFDC.  

• During the sales process, we try to tailor our messaging to the drivers of the specific opportunity
• Post agreement, sales and onboarding reviews the drivers to maximize client launches
• After launch, client success creates client-specific metrics based on each individual account’s drivers

Prior to utilizing smart trackers, this was a very manual process and our AEs would only notate a few drivers within SFDC.  By the time our internal knowledge transfer call took place (4-6 months down the road) it was hard to remember what was truly important to each specific client without sifting through notes and/or listening to all the calls.  

Now we have a Gong integration with Salesforce that exports the call highlights, brief, and smart tracker mentions directly to the opportunity record which has helped sales, onboarding and client success close deals faster and launch clients more efficiently.  

I had the great pleasure of meeting ​@Danny Villarreal on a Matcha call, and I’m so glad I did! He generously shared his expertise and some incredible best practices that have truly inspired me. Danny’s insights gave me fresh ideas that I’ve been able to implement in my own work, and I’m already seeing the benefits. Thank you, Danny, for being so open and for contributing so much to the community!

I filmed what I thought would be a quick video but I guess I was more excited than I thought! Our org is in love with the new AI features, they’ve really cemented in Gong’s next renewal!

We’ve been working through a Gong Optimization project these last few months to get more and better use out of the platform, and it’s been a game-changer for our business. A couple of examples…

We started with some foundational work, to get smart trackers set up. Our CS and professional services teams asked for some help in identifying potential churn risk during customer calls, which was a great use case for the smart trackers! It’s been really cool to see how the AI picks up potential cancellation risk when we might not hear it, and now we can easily flag those concerns in real-time and adjust our strategy to approach the potential head-on and proactively.

We’ve also done several rounds of interviews with our various user groups to hear about how they’re using Gong. Over and over, we heard about how valuable the “ask anything” feature is in prepping for calls and “reading between the lines” with prospects and customers. I’m thinking of one call in particular where a manager had to step in for a sick rep at the last minute. The manager asked a series of questions in Gong and within a few minutes was able to generate a really clear picture of the current landscape of the deal and prospect. We’ve actually used their questions - and others, provided by the team - to start building a Gong AI best practice prompts library to recommend reps use in various different scenarios. We can’t wait to take it to the next level in 2025!

My biggest win with Gong AI has been using the Gong transcript more effectively.

I’ve created a call evaluation framework that I combine with the Gong AI transcript

I’m hoping that this post will result in 2025 that I’ll be able to load my call coaching framework into Gong and ensure that every Sales rep receives coaching on each and every call.

Practical
1) copy-paste the prompt below in your favourite AI tool
2) copy-paste the complete transcript from Gong into the AI tool underneath the prompt.

3) watch the AI do its magic and give excellent feedback

My team have found this to be super helpful and they get much more coaching than I could ever give them.

1) This is the prompt I use for evaluating the AI transcript in Gong. My actual prompt makes references to a bunch of industry specific stuff and some of my pet peeves, but this is almost it
 

-----------

Sales Call Evaluation Prompt

Evaluate the provided sales call transcript based on the following categories. Address the salesperson with “you” as if you’re providing feedback directly to them.

1. Call Preparation and Research

• Did you demonstrate thorough preparation for the prospect?

• Did you prepare relevant questions or insights aligned with the prospect’s role and goals?

• Did you research and use any rapport-building icebreakers?

2. Call Opening

• Was your opening friendly and engaging?

• Did you include light social interaction to build rapport?

• Did you clearly set expectations for the call?

• If it was the first call, did you inquire about the prospect’s previous experiences with similar solutions or their perceived needs related to the product/service?

3. Discovery

• Did you ask about the prospect’s team structure and roles?

• Did you explore how the prospect currently addresses the problems that your product/service solves?

• Did you uncover key pain points with their current approach? Did you try to quantify these pains or explore their impact on the prospect’s goals or operations?

• Did you help the prospect envision how your product/service could solve their challenges?

• Did you provide new insights tailored to the prospect’s needs?

• Did you gather detailed information about:

• Team size, structure, and goals?

• Budget availability, decision-making processes, key decision-makers, and stakeholders?

• Current solutions (competitors, internal solutions)?

• Opportunities to involve additional teams or expand the deal?

4. Pitch

• Did you complete the discovery phase before pitching solutions (avoiding “prescribing before diagnosis”), or did you alternate between discovery, objections, and pitch?

• Did you connect the prospect’s identified pains to your product/service’s features, benefits, and success stories?

• Evaluation of Key Value Propositions:

• Which key value propositions from the company’s generic pitch did you cover? Evaluate whether it made sense to focus on certain topics and omit others.

When explaining the product/service:

• Categorize each argument into:

• Features: What it is/does.

• Benefits: Impact on the prospect.

• Pains: How it solves the prospect’s problems.

• Stories: Relatable examples of individuals in similar roles at similar companies overcoming challenges using the product/service.

• Track and Report Statistics:

• Count the number of times each category was used.

• Assess whether you connected features, benefits, pains, and stories to the prospect’s specific challenges and priorities identified earlier.

• Provide feedback on balancing these categories to improve future sales conversations.

5. Objection Handling and Differentiation

• Highlight any explicit or implicit objections raised by the prospect.

• Were objections handled effectively, confidently, and empathetically?

• Did you highlight the company’s differentiators in response to potential competitor comparisons? Examples:

• Competitor A: Emphasized advantages like ease of use, competitive pricing, comprehensive features, unique offerings, etc.

• Competitor B: Highlighted benefits such as affordability, frequent updates, personalized customer support, etc.

• Did you involve the prospect in objection handling (e.g., “Do you agree?” or “How do you view this?”)?

• Were your responses tailored to the prospect’s specific concerns?

6. Closing and Next Steps

• Did you review whether the call expectations set at the beginning were met?

• Did you secure an agreed next step, such as scheduling a follow-up meeting or initiating a trial? Was the next step clearly scheduled with a date and time? This is crucial for the evaluation.

• Did you summarize the discussion effectively and refer back to the goals of the call?

7. Communication and Professionalism

• Was your tone professional, friendly, and confident?

• How often did you interrupt the prospect?

• Did you customize the conversation based on the prospect’s specific pains and priorities?

• Did you maintain control of the conversation while ensuring the prospect felt heard?

• Evaluate the call’s pacing and time management to ensure alignment with sales best practices.

8. Evaluation

Overall Feedback:

• Summarize the call’s effectiveness, including strengths, weaknesses, and final recommendations.

• Ensure feedback is practical and achievable. Suggest specific phrases or strategies rather than general comments.

• Reflect on which 1-2 changes would have had the biggest impact on this conversation.

• Suggest a concrete commitment for you to improve during your next call.

• What was the duration of your longest monologue?

• Provide statistics on call duration, including the percentage of time spent talking by you versus the prospect.

• Count the number of questions asked. Categorize each question as “open” or “closed” and provide the counts for each category.

For each of the above 7 categories:

• Score (1-5):

• Example for Objection Handling:

• 1: Ignored objections or gave generic responses.

• 3: Addressed objections but didn’t tailor responses to the prospect’s concerns.

• 5: Effectively handled objections with tailored, confident responses tied to the company’s differentiators.

• Examples from the Transcript:

• Highlights: What you did well.

• Improvement Areas: Specific suggestions for improvement.

By addressing these points, you can refine your sales approach to better meet the needs of prospects and improve your overall effectiveness in future calls.


2) This is a sample output on a real call (anonymised it a bit)
 

Sales Call Evaluation

1. Call Preparation and Research

Score: 4

Highlights:

• You demonstrated awareness of the prospect’s trial activity and team engagement.

• You inquired about the team’s feedback and any issues they might be facing.

Improvement Areas:

• Prepare more specific insights or questions related to the prospect’s industry and role to deepen the conversation.

2. Call Opening

Score: 4

Highlights:

• Your opening was friendly and engaging, initiating light social interaction about the week and workload.

• You set the context by mentioning you wanted to check in on the trial.

Improvement Areas:

• Clearly setting expectations for the call at the beginning would enhance clarity and purpose.

3. Discovery

Score: 3

Highlights:

• You asked about the team’s feedback and how they are finding the platform.

• The prospect shared valuable insights about their team’s experience and future plans.

Improvement Areas:

• Dive deeper into understanding the prospect’s team structure, training methods, and specific pain points.

• Inquire about budget availability, decision-making processes, and potential for expanding the deal.

• Ask open-ended questions to uncover challenges with their current solutions.

4. Pitch

Score: 3

Highlights:

• You mentioned upcoming features and updates, such as a revamped management dashboard, new content, and special events.

• Connected these features to potential benefits like increased engagement and improved functionality.

Improvement Areas:

• Ensure you complete the discovery phase before moving into the pitch to tailor your solutions effectively.

• Provide stories or examples of how these features have helped similar clients.

• Explicitly link features to the prospect’s identified pains and priorities.

Evaluation of Key Value Propositions:

• Features Covered:

• Revamped management dashboard.

• Upcoming content additions.

• Special events like daily challenges.

• Analysis:

• Focusing on upcoming features made sense to highlight the platform’s continuous improvement.

• However, discussing current features that address the prospect’s specific needs could strengthen the pitch.

Argument Categorization:

• Features: Revamped dashboard, new content, special events.

• Benefits: Improved granularity, fresh training material, increased team engagement.

• Pains: Not explicitly addressed.

• Stories: Not provided.

Statistics:

• Features mentioned: 3 times.

• Benefits mentioned: 2 times.

• Pains addressed: 0 times.

• Stories shared: 0 times.

Feedback on Balancing:

• Increase focus on how the features alleviate the prospect’s specific pains.

• Incorporate success stories to make the benefits more relatable.

5. Objection Handling and Differentiation

Score: 4

Highlights:

• You effectively addressed the prospect’s concerns about platform access and trial extensions.

• Provided clear instructions and reassurances regarding the management dashboard and support availability.

Improvement Areas:

• Proactively ask if your solutions address their concerns fully.

• Tailor responses to emphasize how your product differentiates from competitors in areas the prospect values.

6. Closing and Next Steps

Score: 5

Highlights:

• Reviewed the call and confirmed the positive feedback and next steps.

• Secured a follow-up meeting with a specific date and time.

• Summarized the discussion and set clear expectations for future interactions.

Improvement Areas:

• None noted. Excellent job in closing the conversation effectively.

7. Communication and Professionalism

Score: 5

Highlights:

• Maintained a professional, friendly, and confident tone throughout the call.

• Allowed the prospect to share feedback without frequent interruptions.

• Customized the conversation based on the prospect’s inputs and priorities.

• Managed the pacing well, ensuring the call stayed within the allocated time.

Improvement Areas:

• Be mindful of speaking pace to ensure the prospect can absorb the information shared.

Overall Feedback

You conducted a productive call that strengthened the relationship with the prospect and moved the deal forward. Your friendly demeanor and ability to address concerns were notable strengths. Securing a clear next step was a significant achievement.

Strengths:

• Building rapport through light social interaction.

• Addressing concerns about platform access promptly.

• Effectively scheduling the next meeting with a set date and time.

Weaknesses:

• Limited exploration of the prospect’s specific challenges and pain points.

• The pitch lacked connection between features and the prospect’s needs.

• Absence of success stories to illustrate benefits.

Recommendations:

• Deepen the Discovery Phase: Ask open-ended questions to uncover detailed information about the prospect’s team structure, current training methods, and specific challenges.

• Connect Features to Pains: When presenting features, explicitly link them to how they solve the prospect’s identified problems.

• Incorporate Success Stories: Share examples of how similar clients benefited from your product to make your pitch more compelling.

Biggest Impact Changes:

1. Enhance Discovery Efforts: By understanding the prospect’s specific needs, you can tailor your solutions more effectively.

2. Tailor the Pitch: Connect your product’s features directly to the prospect’s pain points and include relevant success stories.

Concrete Commitment for Next Call:

• Commit to asking at least three open-ended questions to uncover specific challenges and needs.

• Prepare one or two success stories that are relevant to the prospect’s industry or situation.

Monologue Duration:

• The longest monologue by you was approximately 1 minute and 30 seconds.

Call Duration Statistics:

• Total call duration: Approximately 14 minutes.

• You spoke: About 60% of the time.

• Prospect spoke: About 40% of the time.

Question Count:

• Total questions asked: 6

• Open-ended questions: 4

• Examples: “How are things with you?”, “How are you finding the platform?”, “What feedback have you received from your team?”

• Closed-ended questions: 2

• Examples: “Have you got that?”, “Is that okay?”

By focusing on deeper discovery and explicitly connecting your product’s features to the prospect’s needs, you can enhance your sales conversations and increase the likelihood of closing deals.

​@Matt Gardner, LOVE that you did a video!! And love the specific examples you gave!

​@Travis Chichester ​@tooliodan ​@Gijs Bos ​@Matt Gardner ​@Leigh Oxley ​@John Machak Thank you all for submitting these INCREDIBLY detailed use cases! Gong merch card coming your way this holiday season

Let’s keep things rolling! 

A big win is on the Churn/Downsell insights (proactive or retroactive) across accounts. I’ve found Gong AI can be a powerful tool for creating churn/downsell reports by analyzing customer interactions and identifying patterns that indicate potential risks and point to specific areas affecting potential churn/downsell. Here's a few tips on how I utilize the Gong AI for this. 

Top 5 Questions to Ask Gong AI

1. What are the common themes in customer feedback that indicate dissatisfaction?

   • This helps identify recurring issues that may lead to churn.

2. Which stakeholders have shown a significant decrease in engagement over the past quarter?

   • Reduced engagement can be a strong indicator of potential churn.

3. What specific concerns have been raised by customers in recent interactions?

   • Understanding specific issues can help address them proactively.

4. How does the sentiment of recent customer interactions compare to previous periods?

   • Tracking sentiment changes over time can highlight growing dissatisfaction.

5. Which interactions or stakeholders have mentioned competitors or alternative solutions in their communications?

   • References to competitors can signal a risk of churn or downsell.

This helps us to proactively address concerns, adjust strategies, and improve customer retention. And after a downsell/churn event, we can provide neutral snippets and insights as account, support, and other teams come together for a retrospective and evolution session. 

Also, here’s a quick template for what our Churn/Downsell brief looks like, which Gong AI helps to fill in these areas.  
 

Churn/Downsell Analysis Brief

1. Deal Overview

• Client:
• Deal Size: 
• Contract Date: 
• AM/CS Team: 
• Product/Service: 

2. Timeline Overview from Gong Account

• /Ask Gong AI “Provide a brief timeline of milestones for this account”]

3. RFP Process Review (if applicable)

• nAsk Gong AI “Summarize RFP activity for this account”

4. Solution Engineer Activity Snapshot

• Sourced from Salesforce activity
• ​​​​​​​​​​​​​​nAsk Gong AI “Summarize any client solutions team activity for this account”​​​​​​​

5. Client Objectives

• Goals
• eAsk Gong AI “What are this client's Primary and secondary objectives or goals?”]
• Sourced from account team
  • Primary and secondary objectives.

6. Successes

• ​​​​​​​rAsk Gong AI “What has gone well with this client/solution/product, etc.?]
• Sourced from account team and support team
• What Went Well:
  • • Key successes and effective strategies.

7.  Challenges

• uAsk Gong AI “What are some challenges and frustrations with this client/solution/product, etc.?”]
• Sourced from account team and support team
• What Didn't Go Well:
  • • Main challenges and unexpected issues.

8. Analysis

• .Ask Gong AI “What are priority root causes leading to client/solution/product dissatisfaction?” “Which stakeholders are detractors?” “Which stakeholders are champions?”]
• Sourced from other reporting and team inputs
• Root Causes:
  • • Underlying causes of challenges.

9.  Feedback

• ​​​​​​​ Ask Gong AI “What repeated feedback has the client given us?” What repeated feedback has the client given about the product or solution?” “What repeated feedback has the client given about the account or support team”?]
• Client:
• Team:
• Product/Solution:
   

10.  Lessons Learned

• ​​​​​​​iAsk Gong AI “What could have been done to save this client?” “When do negative signals begin to show on this account?”
• Other areas to investigate with Gong AI
  • Pricing Strategies
  • Solution or Product Fit to Client 
  • Utilization, Alignment & Enablement Training
  • Communication and Collaboration
  • Technical and Support Challenges

11.  Action Items

• Next Steps:

12.  Conclusion

• Summary:

I LOVE GONG!

I've been using Gong for years now, and it has truly transformed the way I work. One feature I absolutely love is the AI-driven email template that’s generated after every call. It saves me so much time! The template is always spot on, summarizing the key points from the conversation, and it gives me a great starting point for follow-up emails.

But that’s just the beginning. Gong’s transcription feature is incredibly useful, and I can always rely on it to get an accurate and searchable record of every conversation. Whether I'm looking for specific details from a call or trying to track trends across multiple conversations, Gong makes it all so easy. The statistics and insights it provides are another highlight – they help me pinpoint exactly where I can improve and understand what's working best in my sales process.

The biggest impact Gong has had on my success is in helping me retain and access all my past conversations. It has been a game-changer in managing follow-ups. I can always go back and review calls, which helps me catch "low-hanging fruit" – those opportunities I might otherwise miss. I can reach out with personalized follow-ups based on details that may have slipped my mind otherwise, and that’s led to many deals being closed that I might have lost track of.

Thanks to Gong, I’m able to stay on top of my conversations, make data-driven decisions, and win more deals than ever before!

I adore Gong and all the people that work here! Gong has given my team some invaluable metrics over the last few years and has made a big impact on our organization this year.

First, the Gong product team is TOP TIER. I’ve been privileged to work with Dani, Shefa, Inbal, Hadas, and others on new products and to pitch ideas. I am absolutely honored to have helped on tools like Playbooks and Responsiveness, both of which are hugely useful to my organization. We even brought our Sales Engineers into Gong to utilize features of Playbooks and our management is currently focused on things we can get out of Responsiveness.

Back in October, I made a training for my sales team titled “How to Make Your Life Easier” and it was a 2-hour session of going through our sales cycle and how they can leverage Gong and HubSpot to make their lives easier. The feedback I got from the team was full of excitement around Ask Anything, the MEDDPICC playbook, and AI suggestions for our “current update/next steps” fields. The AI in these 3 tools has massively helped our team understand deals worked on by others, helped Sales Engineers prep better for demos, and reduced time spent updating CRM information.

Ask Anything has helped me as RevOps deliver TONS of insights to my leadership team. From tracking event invitations sent by reps to target accounts, learning what steps we need to close certain deals this year, to understanding why we lost specific deals, and everything in between. Ask Anything has become a bestie of mine!

I’ve also been able to get more of my team and our SDRs using Engage Flows. The ability to make company flows, send reminders to reps in their dashboards, and use analytics has helped us have more targeted outreach campaigns and increase our response rates.

Our entire company from leadership to product and engineering to marketing to finance and to new hires LOVES the AI summaries we get from calls. They are pretty accurate and super valuable to teams prepping for calls, supporting sales, getting information to consultants, and me doing reporting. There are so many cool features with this that we are still only scratching the surface! Next up is going to be coaching playbooks We hired a new Partnerships lead this year and he was ecstatic when he learned we could send these summaries and next steps directly to HubSpot and Slack.

We see Gong as an invaluable tool and I see the people of Gong invaluable as well. I am so appreciative for the relationships I have formed with various Gong teams this year and my leadership is appreciative of the new insights and metrics we have gotten. I can’t wait to keep digging in and expanding our usage next year!

THANK YOU, GONG!!!!!

I wrote a post recently about using AI in our Pipeline Board. I’d make a video but there’s too much private data that I can’t show, so hopefully my screenshots make sense. I’ve had proven success with the AI scraping our calls and emails to provide a summary of Next Steps in our deals that have been very accurate. Being able to show the team this accuracy has made them double down in our processes because they know it’s worth it.

Gong was such a nice surprise in my company! 💪🏻

A few years ago, I took a leap of faith and changed my career from a finance job focused on numbers and month-end activities to a customer facing role as a Guide on Customer Success at BlackLine.
Since joining the company, I jumped on any opportunity to learn more and contribute more. Overtime, I came to see the importance of taking notes while in meetings, but also engage the customers and ensure they feel listened to. Gong truly is designed to deep analyze conversions and improve the sales processes and the customer interactions. The best part is that I'm able to provide actionable insights immediately after the call.

Sometimes I need to involve other experts in the conversation and sharing snippets of the recording is great for identifying sentiment, feedback, and opportunities that I may sometimes miss.

One of our big focuses currently is to optimize existing customers and with Gong we can easily flag risks like declining engagement or negative sentiment to prevent churn. We have seen it in our team, since we got access to Gong, we were able to prioritize our accounts much better and tailor strategies based on applicable insights.

And we also got great support along the way from Gong's Customer Success team, they were very helpful and the tips that were shared with us really made the difference.

With Gong we can really practice what we preach - automation, optimization, control & visibility. I cannot imagine doing my job now without Gong. 

Here are 3 super useful ways we have been leveraging AI through Gong this year:

1. Identifying deal risk and opportunity: It becomes more difficult for managers and leadership to know what is happening on each call, in each deal, and with each customer as our business scales and grows.
   1. Risk: We created several AI trackers using Gong focused on specific risk areas to our business, and have slack channels set up with key management stakeholders who are alerted of the areas of risk immediately. Additionally, it highlights exactly what was said on the call to trigger the tracker, so that managers can get an understanding of what was discussed quickly. This creates visibility into these risk areas and also gives the team an easy way to collaborate on those areas quickly (in the thread in slack)
   2. Opportunity: We are going to market with a new product. We set up a similar smart tracker within Gong to capture the concept being discussed (and backdated it to prior conversations) to allow the product managers and strategy lead to understand how the problem and solution is being discussed, as well as prioritize who we should be talking to about the new product.
       
2. Ask Anything: We provided prompts (and trained the team) on ways they can be using Gong’s Ask Anything to be more prepared for prospect and customer conversations. Additionally, it’s been really helpful for transitioning accounts from our sales team to implementation, and then implementation to the CSMs.
   1. Example: I am looking to meet with person]. What has their involvement and sentiment been with us, and what should I focus on in order to pique their interest in a call?
   2. We are really excited to use the new ask anything across accounts, and the account handover templates when the functionality is released
       
3. AI Summaries: AI summaries have allowed us to get a lot more efficient in pulling out key insights from calls. It might not be the most exciting of the features that have (and will be) released, but it’s core to everything else we do with the AI. We use this in combination with the “ask anything” functionality to quickly review calls and key points without having to listen to the entire call. We also use this to highlight important calls to leadership.
   1. For example, we have a daily email with the call summaries for all calls “yesterday” that are held by the sales team that goes to our execs to give them a “pulse check”, and give them a starting point to determine where they want to drill in deeper.

The AI functionality within Gong has given us the ability to get deeper insights about what’s happening across the business with less effort, enabling us to determine where we should be focusing our time. Additionally, it’s had the added bonus of helping our team get inspired and creative with other ways they could be using Gong and Gong’s AI to “work smarter”.

Gong’s AI tools have been incredibly helpful in streamlining efficiencies!

Here are my team’s Top Three favorites:

AI Call Summaries: This has been HUGE for our leadership team! Each leader is responsible for a certain number of scorecards each week, and utilizing the call summaries to determine which call should be scored has been such a time saver! 

Smart Trackers: We did a complete overhaul of our sales strategy and methodology this year. Smart Trackers have been key in finding the right calls to promote the new learnings and showcasing prime examples of where we can improve as a team. 

Ask Me Anything: Our BDR team no longer has to sift through long activity logs to find a prospect’s name or daily challenges. All of their relevant information is at their fingertips. Goodbye general and impersonal prospecting, hello personalized and engaging conversations! 

Our team is so grateful to have Gong. Here’s to many more wins in 2025!

A customer signs on with high hopes, their vision clear but their success criteria only vaguely understood. With Gong Account AI, it helps me uncover not just their stated goals but the hidden drivers of their success—the fears they don't voice and the dreams they dare not articulate.

I then tailor my approach, speaking their language and delivering tangible wins. Suddenly, I am not just a vendor; I am a trusted partner, integral to their growth. They thrive, and so do I. That’s not just alignment; it’s transformational!

By leveraging Gong Account AI to grasp these nuances, I am not only enabling their success but ensuring my own. And in that mutual triumph lies the heart of what we all aim to achieve...Check out my short video attached    ​@Molly Kipnis 

Huge Gong fan here from Absorb LMS!  There is so much fantastic insight that has already been posted - clearly a lot of love for the amazing AI capabilities with Gong.  What I would like to add is to approach Gong and the AI as a teammate.  I can recall so many conversations over the years where sales people would say to me “I wish I could have an assistant!  I spend way too much time on the “paperwork” of it all.”  Well, this is exactly what Gong has done for the sales professional.  You have an assistant at the ready, who works for you 24/7/365 and never takes a personal day.  The sheer amount of time saved proves the ROI of having a tool like Gong on your team. 

Hello Gong team,

I’m enjoying using GONG and it has greatly improved my connectivity as the AI speech to text capturing allows me to focus more on my customer and worry less about note taking. When I do take notes I can search the AI notes to compare what I captured and potentially what I could have missed. Also I get a great value out of Gong capturing all my outbound emails and adding them to Salesforce. Great tool!

We’ve implemented GONG pretty much across the business. I was an early adopter and quickly fell in love. 

By incorporating GONG AI into our daily workflow, we’ve significantly elevated our customer success efforts through a call quality program, expedited our response time by using the email follow up feature, and made documentation a snap by automating call summary integration into our systems.

GONGs are ringing all over the place!

As the Director of Business Development at Pondurance, Gong has completely transformed how I lead, coach, and manage my sales team. In the fast-paced world of cybersecurity, staying on top of sales activity and ensuring continuous improvement across the team can feel overwhelming. Gong’s platform, powered by cutting-edge AI tools, has made this process not only manageable but highly impactful, helping me drive better results and foster a culture of accountability.

One of Gong’s most impressive features is its AI-driven insights, which take sales coaching to the next level. The AI analyzes every conversation, identifying patterns, highlighting key moments, and even surfacing opportunities that my team might have missed. It’s like having a second pair of eyes on every deal, helping me quickly pinpoint areas where reps excel and where they need improvement. Whether it’s refining discovery questions, addressing objections more effectively, or crafting compelling follow-ups, Gong’s AI tools make it easy to coach my team with precision. These insights also help me scale best practices across the team, ensuring that successful strategies are consistently replicated.

The AI also plays a huge role in deal forecasting and pipeline management. Gong’s deal boards and predictive insights provide an incredibly accurate view of which deals are progressing and which are at risk. This allows me to allocate resources strategically and step in early to help my team close critical opportunities. The AI-driven analysis of customer sentiment and engagement has also been a game-changer for prioritization—ensuring we’re focused on the accounts that matter most.

From a leadership perspective, Gong is more than just a tool—it’s an indispensable partner. Its AI capabilities, combined with easy-to-use dashboards and detailed call recordings, help me drive accountability and ensure my team stays aligned with our goals. Reps are more engaged and consistent because they know their efforts are being measured and supported with actionable insights. I would recommend Gong to any sales director looking to elevate their team’s performance and leverage the power of AI to take their sales operations to the next level. It’s truly a must-have in today’s data-driven sales environment.

Loving all of these submissions so far! Thank you so much for taking the time to share! ​

Hopefully you all have received a DM from me regarding your merch store gift card — if you haven’t please let me know!

Looking forward to finding out our winner of the $500 Amazon gift card tomorrow.

The post with the most “likes” wins...lookin’ good, ​@Gijs Bos!

We have been an early adopter of GONG, and integrated it with Hubspot. Our business development team and Customer Success team see it as a vital tool daily for everything that we do. 

GONG AI has made a significant impact in a variety of ways for our business. Specifically in these two cases:

• Better communication across depts on summarizing challenges of our prospective clients. Using GONG AI summaries on our accounts, we are able to update our CRM records and sales handover docs to our customer success team with clear context. Once handing over to our customer success team, they already have a good understanding of the new clients challenges and don’t have to ask the same questions sales did. 
   
• We’ve uploaded videos from recorded key notes that our prospective clients have spoken at. We then add that “call” as part of our overall deals so we can use the information that they have publicly spoken about to create better context, language and understanding of their problems, challenges and successes. It shows that we are in tune with all the things they are doing, and that we are a better partner.

Thank you Gong, the last 5 years have been iteratively better than the last. Ultimately I can’t wait to see what insights can be share in the next 5 years.

Specifically this year, the ‘WoW trackers’ have enabled our sales teams to understand sentiment to how our decks and narratives are being received. We cross referenced the data with closed deals to determine which slides had been the most impactful.

As a future state I would love to be able to ‘ask’ Gong which transcripts have overcome objections or challenges to ‘x’ problem and then have Gong summarize those transcripts and provide a best practice solution/script for similar clients.