Who can use this: Any team member
Available on: Enable Essentials, Enable
Ideal for: Sales manager, Manager of managers, Sales leader
Consistent coaching improves sales performance by helping customer-facing team members refine their skills, and close deals with greater confidence.
As a sales manager, making coaching a regular practice can be challenging when you're pressed for time or lack visibility into which reps need coaching on specific skills. Gong removes these barriers by automatically capturing calls, providing AI-assisted scorecards to speed up feedback, and highlighting exactly where coaching is needed.
This quick start guide walks you through the core practices that make coaching a regular part of your team's process.
Provide your team with feedback
There are several ways to give feedback directly from the call page, making it easy to coach your team in the context of real customer conversations.
Add a comment
Adding comments on a call is a valuable way for teams to collaborate, and it's also a simple way for managers to leave positive or corrective feedback while reviewing conversations.
To add a comment:
Open the call page and click the comment icon in the right sidebar.
Click anywhere in the transcript or timeline to add a timestamped comment.
Tip:
Actionable comments tied to exact call moments help reps understand what to improve.
Tag your direct report to notify them of your feedback.
Choose whether to make the comment public, private or visible to specific people.
Click Post and the comment will appear in the Comments tab.
Review a comment
A rep may tag you in a call when they want your input on a specific moment. When tagged, you can view the comment from several places:
Click the tagged comment in the call summary email.
On the homepage, Go to Collaboration > Received and open the call.
On the call page, open Comments using the comment icon.
Your reply counts as feedback when a rep has tagged only you. To reply:
Select REPLY under the comment, type your response, and click POST.
Mark as feedback given
You can provide feedback offline– for example, during a 1:1, and still mark the call as reviewed.
To mark a call as feedback given:
Open the call and click the feedback icon in the right panel.
Under FEEDBACK, select Mark it to track your coaching activity.
Score a call
Scoring calls gives reps quick, structured feedback they can track over time. Scorecards help distinguish strong calls from those that need improvement by focusing on key elements like setting an agenda, handling objections, and addressing pain points.
To score a call:
Open the call you want to score and click the star icon in the right panel.
Select the participant, choose a scorecard, and click Score this call.
If scorecards already exist, click +Add scorecard to add another.
Answer each question.
If Scoring guide appears below a question, click it to see instructions from the scorecard creator on how to answer it.
Use Add more feedback to add context to your answers.
Choose the visibility of the completed scorecard.
Click Submit.
Start by scoring one call per rep each week, then increase frequency as coaching becomes a routine habit.
AI scorecard
When your scorecard is set up with AI Call Reviewer, Gong AI reviews the full call and suggests answers, helping you score faster and spend more time on follow-up conversations with reps.
Check your coaching inbox
Where to go: Coaching > Coaching inbox
Managers should use the Coaching inbox to review recent coaching activity and see who needs support. It shows how your coaching has been distributed over time, when you last gave feedback, and any open requests from each team member.
Gong recommends that you review the coaching inbox once a week to stay on top of coaching opportunities and requests.
Use coaching metrics
Where to go: Coaching > Coaching metrics
For managers of managers, coaching metrics show a side-by-side view of how each manager is coaching. You can see stats per manager, track coaching frequency trends, and drill down to see which calls received feedback.
Reviewing these metrics monthly helps you maintain consistent coaching across your organization.