Topics are subjects covered in calls that are identified by Gong. For example, small talk, pricing or support issues may be classified as topics. Topics help you find and analyze discussions business-critical discussions, and coach your team.
The list of topics associated with your calls is unique to your company. Our algorithm goes through your calls, flags certain words or phrases, and marks them as topics. You can see topics on:
Topics are seen on call pages and can be used to let team members see what subjects were covered during a discussion. Team members can click directly into the recording where the topic was covered. Topics are named and color-coded. The subject discussed the most is referred to as the main topic.
Team members can choose call topics when searching for calls. For example, members can instruct Gong to show calls when topics on pricing were or were not found.
Team leads can help their teams learn and grow by working with topic statistics. For example:
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Review the time spent by each team member on promoting a new value proposition
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Verify that team members are not spending too much time on small-talk
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See what topics are being discussed more by A-level reps
Gong generates out-of-the-box topics that cover generic subjects, including:
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Call Setup: Includes references like “zoom links” or “start the recording”
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Small Talk: Includes references like “it's raining” or “where are you based?”
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Next Steps: Includes references like “next week” or “let’s set up another call”
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Pricing: Includes references like “that’s too expensive” or ”we need a discount”
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Wrap-up: Includes references like “thank you very much guys” or “ have a great day”
Your business admin can work with your CSM to create topics that are unique to your business. In addition, you can create topic names in languages other than English. For more, see this.
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