The Most Underused Dataset in Your Company Is Your Gong Library

How to Turn Call Recordings Into a Company-Wide Advantage (Not Just a Sales Coaching Tool)

Most companies treat Gong like a sales training tool.
But if you zoom out, it’s actually the cleanest, richest, most unfiltered stream of customer truth that has ever existed.

The problem isn't the data.
It’s that no one outside Sales has the time to get value from it. It's why our most popular article is Top 5 Product Intelligence tools for Gong.

So the recordings pile up.
The tags are inconsistent.
The filters are underused.
And the rest of the company operates on secondhand summaries.

Let’s fix that.

Step 1: Use Gong to Understand the Real Problems — Not the Hypotheses

Every functional team benefits from knowing:

  • The actual workflow customers use
  • The barriers they face
  • The specific language they use to describe pain
  • The “why now” behind every request
  • The differences between segments

But almost no one has the time to extract this.

Give Product a daily or weekly digest of:

  • Top recurring problems
  • Most mentioned feature requests
  • Churn risk signals
  • Moments of confusion
  • Broken expectations
  • Time-to-value blockers

Suddenly your roadmap is no longer driven by instinct but by empirical patterns. Want to this automagically? Here's some best practices on augmenting Gong for product intelligence.

Step 2: Use Gong to Improve Implementation Quality

Implementation leaders can pull:

  • Misaligned expectations
  • Promises made during demos
  • Industry-specific workflows
  • Data integration constraints
  • Internal owners and champions on the customer side

This eliminates onboarding surprises and cuts weeks out of the timeline.

Step 3: Use Gong to Train Support Before a Problem Explodes

When support teams know:

  • The features customers misinterpret most
  • The areas where demos overpromise
  • The workflows that repeatedly confuse new users
  • The parts of the product that scare prospects

They can pre-empt issues with targeted training or guidance.

This reduces reactive tickets and increases proactive customer health.

Step 4: Use Gong to Create Alignment, Not Debate

Right now, most product debates are philosophical.

With Gong patterns:

  • Sales no longer has to lobby for features
  • Product no longer relies on anecdotes, they speak a different language
  • Support stops guessing about which issues matter
  • Implementation stops getting blindsided
  • Leadership finally sees the reality of customer demand

Everyone is working from the same truth.

And that’s what great companies have that good companies don’t:
 shared reality.

Final Thought: Your Gong Library Is a Sleeping Giant

You’re already sitting on the most valuable data you’ll ever collect.
You just need to unlock it for the teams who depend on customer truth the most.

Companies that operationalize Gong beyond Sales will:

  • Build better products
  • Reduce support load
  • Shorten onboarding timelines
  • Increase customer satisfaction
  • And win a market where customer trust is everything

Most companies leave 90% of Gong’s value on the table.
You don’t have to.