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Best practices: Set up Gong for support teams

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Customer Success Team
  • Updated

Here are some best practices for setting up Gong to provide helpful tools to your support team.

Generate support alerts from calls

You can use trackers to automatically create support alerts directly from a call.

  1. Pick a representative group of calls and analyze the recordings to identify where customers express that they are having issues.

  2. For each word or phrase the customer uses when expressing the problem, create a tracker. Under Show this Tracker in, make sure Call pages is selected.

    BP_tracker1.png

  3. Create an alert from the tracker. Be sure to select Immediately when each call is complete.

    BP_tracker2.png

Now the support team will get alerts for issues on the call page before the sales team even has time to notify them.

Create support tickets from call comments

You can also automatically generate a support ticket directly from a call's comments.

  1. Add a user to the call to represent your support team. You can give this user a name like [Company name] Support Bot, Product Feedback, or Need CSM Help. Make sure that the user is not set to record.

  2. For that user's email address, use your support team email address.

  3. During the call, add a comment and @mention the support user name. This creates a support ticket automatically.