Maxwho

Sales

"Conversation intelligence" software: A must-have or a newfangled shiny object?

Data intelligence
Artificial intelligence
Business intelligence
Conversation intelligence

The disruption around AI-based sales tools seems unstoppable. Lately, it seems like conversation intelligence is all the rage.

I know most sales folks get a hard-on when someone mentions Gong.

My company hasn't institutionalized any Gong or Chorus so far. I'm happy using a free SaaS tool to record occasional client calls and that's that. But I'm also beginning to think it's something that I/we should consider seriously if it really offers the benefits the likes of Gong claim to offer.

What do you folks say? What's your biggest advice for noobs if you have extensively used this stuff in your org?

☁️ Software Tech

15 comments

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CuriousFox

WR Officer

🦊

Don't use it. Never used it. Don't want to use it.

jefe

Arsonist

🍁

Bingo

CaneWolf

Politicker

Call me what you want, just sign the damn contract

https://imgflip.com/gif/6bu4it

funcoupons

WR Officer

👑

The mention of Gong literally kills my (figurative) ten inch hard on tbh.

Pachacuti

Politicker

They call me Daddy, Sales Daddy

I'm all for personal improvement. We can all better ourselves.

My issue with Gong (and others) is they want to reverse engineer the sales process when selling is more an art than a science. There are certainly things which can be analyzed - time spent talking/listening, how many "uhms" you say, etc. But they want to reduce selling to exact words and phrases and make sales people interchangeable and that's what I take issue with.

And they dress it up with terms like "Conversation Intelligence" rather than just saying "Micromanaging".

TennisandSales

Politicker

Head Of Sales

so I am like you.

Never used it, just used a tool to record calls and review back to make sure I dont miss anything.

there is for sure value in Gong and Chorus......but not to the extent those companies tell you there is.

I feel like its more of a tool for managers to micro manage and get SUPER granular on feeback.

but as an AE, i can do my job and still improve with out it.

poweredbycaffeine

WR Lieutenant

☕️

You use AVOMA

UrAssIsSaaS

Arsonist

SaaS Eater

I think its really helpful for training and developing new reps, does it produce the results these companies claim, no probably not but it does help me ramp he hires more effectively.

We also have it set up to delivery feedback to our product team based on certain terms that come in demo convos which helps them get real world feedback. Speeds up the EPD process so there are benefits beyond the sales org.

Filth

Politicker

Live Filthy or Die Clean

The salesforce we use has the einstein insights but I get zero value from it.

SaaSam

Politicker

Account Executive

Likely a good idea to have it if you're a startup with a sales team full of inexperienced people.

If you hire good managers and talented AEs all you should need is a tool to record calls.

I'm sure something like Gong is a lifesaver for young companies with an inexperienced salesforce though.

SADNESSLieutenant

Politicker

Officer of ♥️

If you need conversational intelligence to tell you a call sucked you got bigger issues.

techsales

Politicker

Enterprise Account Executive

I've used Gong and Chorus. The biggest value I've gotten is using it to record and transcribe calls so that I can stay laser focused on the discussion vs. taking notes. I have never had a manager sit down with my team and look at any of the "intelligence" features and tell me anything noteworthy that has helped me sell.

Waste of money.

ChumpChange

Politicker

Channel Manager

I had this at my previous employer. I absolutely hated it. Hey, Chump Change you didn't ask this question. It's because he called me and already told me what I needed to know. Oh... well then ugh!?! It's a total waste of time and it serves as a way of micromanaging people until they mentally break and seek greener pastures. It would be better for the sales lead/manager to do side by sides and jump in on active pipeline opportunities with their team.

Justatitle

Big Shot

Account Executive

“Conversation-intelligence” is a fancy way to say our opinion on what you said. It’s still someone programming that technology. IMHO, it’s an expensive waste.

Gasty

Notable Contributor

War Room Community Manager

@Maxwho - read about Wingman. Exactly the same as Gong, but not Gong.

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