Understanding trackers

Trackers identify when words, phrases or concepts are mentioned in calls and emails, enabling you to find the parts of conversations that matter most to you. In addition to out-of-the-box keyword trackers that come with Gong (see what they track here) you can set up your own trackers, according to your company’s business priorities. Trackers are defined and used within a specific workspace; if your company uses multiple workspaces, set up relevant trackers in each one.

Benefits of using trackers

• Surface key insights by monitoring when specific words, phrases, or concepts appear in conversations across your business

• Enable managers to track how reps handle product messaging, pricing rollouts, discovery questions, and objections

• Identify which conversation approaches are most successful based on market response

• Provide data-driven coaching opportunities to quickly improve team performance

• Streamline monitoring with customizable alerts when tracked elements appear in calls

Smart trackers and keyword trackers

Two types of trackers to help you find out what people are saying in conversations.

Smart trackers are concept-based trackers that surface concepts, rather than words. Smart trackers are based on an AI model that identifies when concepts are mentioned in conversations, even when people say them using different words and phrases.

So, for example, if you’ve trained a smart tracker on the concept of “Asking for a discount” it can find phrases like “Is that the best you can do?” Notice that none of the words in the phrase “Is that the best you can do?” are specifically related to discounts. Once you’ve built a tracker, create a stream based on it to get notified when your tracker is found in a call. For more, see Create smart trackers.

Keyword trackers are based on specific words, terms or phrases that are mentioned in your conversations. You can add as many words as you like to your keyword tracker, and it will surface all of the calls in which these words appear. Keyword trackers can be set to track words like: discount, save, best price and more. This means that when any of these words is used in a call, you’ll be able to track it. For more, see Create keyword trackers.

Where to see trackers in action

See tracker results throughout Gong, including:

1. In the search page

   Search for calls using the Trackers filter.

   1. Keyword trackers

   2. Custom smart trackers

   3. Pre-trained smart trackers

      

2. In call summary emails

   For keyword trackers: To be notified when a keyword tracker is mentioned in a call, check Call summary email notification when you set up the tracker.

   

3. In team insights

   See how often team members are mentioning concepts tracked by trackers via Insights > Team > Trackers.

   

You can also see tracker results in Initiative boards, deal boards, and Win/Loss analysis.

How to decide what to track

While creating trackers is fairly simple, deciding what you want to track can be challenging.

We suggest that you first identify the key priorities and initiatives you’ve recently focused on, or will be rolling out in the near future. Some use cases:

• Rolled out new pricing

• New feature or product launch

• New sales methodology

• Stronger objection handling or competitor differentiation

Your trackers can be grounded in team or company-wide roll-outs such as priorities and initiatives. Since every company has different priorities/initiatives, trackers will be unique to your organization.

Want a deeper dive into how to choose initiatives for tracking? Check out the customize tracker course at the Academy.

Smart trackers: a few examples

See also: Create smart trackers

Keyword trackers: a few examples

See also: Create keyword trackers