Thanks for coming to our recent customer event - Train With Gong’s A(I) Team: Smart Trackers & Deal Boards. As promised, here are tips directly from the experts themselves. These tips will help you leverage Gong to effectively track and reinforce the adoption of your strategic initiatives at scale.
 

Tips from a Sr. Product Marketing Manager @ Gong

I’m sure you’re thinking about all the different ways you can start to use Smart Trackers in your business already. So, I’d like to leave you with a few actionable tips so you can get started leveraging Smart Trackers ASAP.

If this is the first time that anyone in your company has used the feature, a business admin will need to unlock it first.

Unlocking smart trackers enables us to prepare your calls so that they can be used to build the tracker’s AI model. This process takes up to 2 days. When the processing is done, you’ll be notified by email and can start building your first smart tracker.

This model needs at least 500 calls in the system to be trained. That being said, best results are achieved with at least 1500 calls.

This enables us to provide the model with many examples of sentences from your calls that positively match the concept, and this is important for building a strong smart tracker.

After enabling Smart Trackers for your company, you’ll need to provide us with a few example sentences of the concepts you’re trying to track.

Here are a few quick tips:

• Use real sentences that people actually say. Check your calls or talk tracks to find them.
• Keep the sentences short and precise.
• Choose sentences that have different words.
• Use a variety of sentence types.
• Look for sentences that are specific, not general.
• Make sure each example is a single sentence only.

After you provide your example sentences, our AI will learn the intent, and begin to identify that concept across your conversations.

You’ll enter the training rounds where you help the AI to better understand the nuance of your conversations, by reviewing key conversations that the system flags for review.

Some of these sentences are similar to your example sentences; some of them aren’t. You’ll tag the sentences so the model learns which one fit your model and which ones don’t.

Expect to tag many calls of the NO, and that’s just fine. That’s part of the process of training the model. The model can’t learn with only YES tags, because then it doesn’t learn which types of sentences to avoid

After a few rounds of training, you’re ready to go and launch your new and improved Smart Trackers!

Need examples of Smart Tracker use cases to start off? Read more below!

Here are just a few of the the top use cases we’ve seen customers use Smart Trackers for so far:

Instead of waiting until the end of the sales cycle to see results, you can correlate win rate impact to your initiative early on in the cycle.

Allowing you to double down on what’s working or course-correct if need be

Gong on Gong story about iteration:

For example, We recently rolled out new messaging to the sales org; an initiative spearheaded by our CRO and supported by enablement and PMM. The core team was able to track field adoption of the new slides and messaging, and saw that we were trailing behind our adoption goal. Product marketing started collecting feedback from the field to understand why folks weren’t adopting. They learned that the team needed more guidance around discovery, so the core team is now planning a follow up training targeting that skills area. 

Customer story example:

One of our customers, Filtered, which is a learning software company used Gong’s early market insights to test and iterate on a new product rollout. Those “wow” moments with customers were recorded, giving the team confidence to push the product to market. And because of this early feedback from their customers, Filtered shaved an entire two months off its sales cycle for this new product.

My example:
I even created a Smart Tracker myself to track when Gong reps bring up ST’s in a conversation so I can not only measure the adoption by our sales team, but also see how it’s impacting our win rates in competitive deals.

Pipeline health example:
Let’s go back to that “delay” smart Tracker we mentioned earlier. Instantly you’re able to pull in and identify at risk deals, and have a more accurate understanding of your pipeline’s health.

Budget constraints and competitor mentions are another 2 of the most popular used Smart Trackers amongst our customers right now.

The possibilities with Smart Trackers are endless. You can use them for coaching, onboarding, deal execution, and more.

And you’re not even limited to the Initiatives board, You can use them across Deal Boards, Market Insights, Win/Loss, Streams, Team Stats, Slack alerts, and in the search & calls page.

We’re excited to see all of the use cases that you and your team will uncover! Need a refresher of what we went over in the webinar? Look out for a post-event email tomorrow morning with the event recording.  

If you have any additional questions about Smart Trackers, reach out to your CSM or check out our Gong Help Center.

If you attended the event, tell us what you thought of it in the comments section below!