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Eric Siu shows how to use Gong to score customer calls 1-10 and flag anything 7 or lower for follow-up. The system tracks sentiment and drives accountability across your client services team.
Eric Siu shows how to use Gong to score customer calls 1-10 and flag anything 7 or lower for follow-up. The system tracks sentiment and drives accountability across your client services team.
We score all our calls using a conversational intelligence tool called Gong. We score it on a scale of 1 to 10. And so now there's no more sandbagging, say, oh, every single client's going well. Is it really going well? Now there's a sentiment score rating 8 through 10, right? If it's 7 or lower, 2 to 3 weeks in a row, we put it into a spreadsheet, we call it out. A client services person will be like, hey, what's actually going on here? So there's more accountability that's being driven.
