Question

Has anyone used Gong.io? What is the best tool for recording & analyzing sales calls? What do you like most about Gong.io compared to say something like Chrous.ai?

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#Chorus.ai #Gong #Phone and SMS #Gong.io #HubSpot
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ericjmurphy's avatar
2 years ago

Trialled Gong, and we were all ready to sign up and put our whole team on it, but they refused to move in staged billing. We don’t pay for any of our SaaS titles on annual billing.
So we looked at some others and found Refract.ai.
It’s so good, we have now partnered with them and have got loads of our clients using it too.
It’s not a direct like-for-like comparison with Gong, but it certainly drives the sales reps behaviour in the right direction.
The key to getting success with any software is adoption. If the sales reps love it, you’ve got the hardest part done.

4 points
eeshers5's avatar
@eeshers5 (replying to @ericjmurphy )
2 years ago

Totally agree about the adoption. More about alignment and having everyone buy-in than any software in itself. I guess two additional questions for you, Eric:

1: What're you looking for most in your analysis of sales calls?

2: Do you think the SaaS industry as a whole will eventually move away from (what I find most companies offer) the annual billing model to more staged pricing?

As a former rep I hated posing the annual contract as, "the certified way to ensure adoption" which I have found many VP's of Sales are preaching to their teams. Felt like I was lying to trap a prospect into having to pay for a year of a lousy product.

2 points
ericjmurphy's avatar
@ericjmurphy (replying to @eeshers5 )
2 years ago

Good questions, hope the answers can live up to them:
1: What am I looking for most to analyse? First off I want to see as much information as possible, so I can pick out an are that needs focus. Then I want to dig deeper into that focus area and work out what meaning I can apply to it. Then it's what action (or behaviour change) we want to try, and finally be able to see if that action delivered the expected result. That might seem a bit long winded, but if you break it down into 4 steps of Information, Meaning, Behaviour, Outcome - then you can track incremental improvement over time.
2: Move away from annual billing? Absolutely. When I've challenged the sales reps on this, it comes down to their commission structure more than anything else. I like the way that HubSpot have all of their new products on monthly/annual options, with no contract tie-in outside of the period you've paid for. Hopefully we'll see the rest of their product stack come to that model soon too. When buying new SaaS, it's the first question I ask the sales rep. If they're not willing to explore staged billing, the conversation ends right there. There's always another tool, doing the same sort of thing, for the same sort of price, who will try harder to help you.

5 points
eeshers5's avatar
@eeshers5 (replying to @ericjmurphy )
2 years ago

Awesome. I simply look to see how much the rep is listening compared to how much he/she is just checking off a list to get a harbor tour of the product done.

Great conversation, hope you're well in this wild time we're in!

3 points
MarkAckers's avatar
2 years ago

Both are great tools, have you looked at Refract.ai as suggested by Eric out of interest, Will? I'd be happy to show you how we compare and where we're stronger.

1 point
awwstn's avatar
2 years ago

Just saw that @MelanieCrissey had responded to a different question on here with some thoughts on Gong. Pasting that response below. @MelanieCrissey: did you compare to Chorus.ai or any other tools or have anything else to add here?

Gong totally rocked my world in 2019. I imagine it's probably designed for Sales managers, but I've found it super helpful from a Product Marketing / Customer Experience standpoint.

With Gong, I can:

Search for mentions of competitors or key themes and listen to hear how our customers or prospective customers speak about them, in their own words and;

Replay my own customer calls and re-read transcripts, which is helpful for managing the customer experience (i.e. recalling customer needs or details for follow-ups) and even learning how to improve my own communication-style on the phone (good grief—do I really "like" and "um" THAT much?!)

Total gamechanger.

1 point
eeshers5's avatar
@eeshers5 (replying to @awwstn )
2 years ago

@awwstn This is really helpful. Exactly what I needed! Though, I would love to know if @melaniecrissey trialed Chorus.ai or compared the two.

1 point
MelanieCrissey's avatar
@MelanieCrissey (replying to @eeshers5 )
2 years ago

I haven't tried Chorus.ai yet, so can't speak in detail to whether one is better than another.

At a glance, they look super similar. Would definitely run concurrent trials to compare if I didn't already have access to Gong.

Sorry I can't be more helpful here!

1 point
eeshers5's avatar
@eeshers5 (replying to @MelanieCrissey )
2 years ago

Thank you!

1 point
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