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Our org is evaluating Gong (predominantly being led by our Commercial ops team), but I’m collecting some details on the benefits and how it is used by CSMs in Gainsight. When you have the Gong integration to Gainsight and it creates the Timeline record from the transcript and analysis of the conversation, can it also automatically create CTAs for the CSM to follow up on/action as appropriate?

If you use Gong now and went to a new org that didn’t, and you were to pitch to that org why they should buy Gong, what would be your short list of benefits for how it will impact/help your Customer Success team specifically?

Our company uses Gong and we set up the integration. Calls in Gong are pulled into Gainsight 4 times a day. We selected them to be categorized as calls ({you can choose what you want to have for a timeline entry). These calls will merge with the logged activities as long as they match up with the criteria outlined in the help articles in Gainsight. If they are matched, you will see the Gong call AND the meeting details all in one entry. If they aren’t matched up, you will see a separate Gong call and Meeting Logged in the account timeline. We haven’t ever had CTAs auto-created from Gong calls, and I don’t believe that this can be done. I do like that Gong calls integrate into Gainsight as that allows leadership to listen to the calls directly from one program and not have to go into Gong and then into Gainsight for the meeting notes. Hope that’s helpful! 

Brandy

@blemire0112 super helpful - thank you!

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