Analyzing Gong Calls with Essense

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August 23, 2023
* min read

Sales calls contain lots of important data that can help sales reps improve their performance and get a better understanding of customer preferences. With Gong and Essense, you can be sure no valuable insight is left unnoticed.

In this blog post, we’ll discuss why you should analyze your Gong transcripts and explain how you can use Essense to analyze Gong calls. 

Gong Call Recording

Gong is a popular sales conversation analytics platform that uses AI to help businesses improve their sales processes and customer interactions. Gong records, transcribes, and analyzes sales calls, generating valuable insights regarding the team’s sales and communication strategies. 

Gong call recordings can be used for training sales representatives, measuring the performance of the sales teams, and getting a deeper understanding of customer needs, preferences, and pain points. Ultimately, Gong allows teams to continuously improve their sales processes and generate more revenue. 

How Does Gong Call Recording Work?

Here's a detailed step-by-step guide on how Gong call recording works:

1. Businesses can integrate Gong with their preferred communication tools, such as conference calling platforms (e.g., Zoom, Microsoft Teams) or video conferencing systems. This allows Gong to access and capture the audio content of sales calls.

2. Once integrated, Gong's system automatically detects and records sales calls and meetings, including one-on-one conversations, group discussions, and presentations.

3. During the call, Gong captures audio data from all participants involved and stores the data securely on Gong's servers.

4. When the call is over, Gong's technology begins the transcription process. The recorded audio is converted into written text, creating a transcript of the conversation.

5. Gong's AI algorithms analyze the transcribed text, looking for various cues such as keywords, sentiment, tone, and engagement levels. The algorithms can also recognize successful communication strategies and objection handling techniques.

6. Based on the analysis, Gong generates insights and actionable recommendations. These insights can help the teams improve communication, handle objections more effectively, and tailor strategies to specific customer preferences.

Why Should Businesses Analyze Their Gong Calls?

Leveraging Gong call recordings can offer several benefits to businesses. Here's why businesses should analyze their Gong call recordings:

Understanding customer needs

Analyzing call recordings helps businesses gain deep insights into customer pain points, needs, and preferences. This information leads to informed product development, marketing strategies, and customer support enhancements.

Improving sales scripts

Recorded conversations allow teams to refine sales scripts and messaging to make sure they resonate with customers, ultimately making sales efforts more effective. 

Identifying trends and patterns

You can use AI-powered analysis tools provided by Gong to identify trends and patterns across recorded calls. For example, you can identify objections that arise frequently or phrases that lead to successful outcomes.

Data-driven decision making

Customer insights derived from call recording can be used to inform strategic data-driven decisions. This can involve adjusting sales strategies, refining segmentation, or introducing new products based on customer feedback.

Gong Call Analytics with Essense

Gong provides users with a variety of built-in analytics tools that allow sales teams to improve their performance and close more deals. With Essense, you can take your Gong analytics one step further and analyze the calls from the customers’ perspective. Powered by AI, Essense scans Gong transcripts for valuable customer feedback and turns the findings into actionable insights for your business. All you have to do is create a free Essense account and link your Gong profile. 

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