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Create keyword trackers

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Shoshana Brickman
  • Updated

Note

Keyword trackers used to be known as trackers. We've changed the name to make way for Gong's revolutionary, AI-based smart trackers.

In your company settings page, click Trackers and then click the Keyword Trackers tab.

More of a visual learner? Check out the video walkthrough below the Deep Dive.

Basic steps

  1. Click + ADD TRACKER.

  2. Give the tracker a name that’s meaningful enough so that people at your company who see the tracker understand what it’s tracking.

  3. Choose what language the tracker will be in. 

  4. Enter the terms and phrases that you want to track. Separate each word or phrase by commas, and choose if you want to track related word forms. 

  5. Want to track words and phrases in additional languages? Click +Add another language, choose the language(s) and repeat step 4. 

  6. Choose when you want to track these words, and where you want this tracker to display them. 

  7. When you’re done, click save and the tracker will be live. You can edit it anytime.

Deep dive

  1. Click +ADD TRACKER at the top. If you want to edit an existing keyword tracker, click EDIT in the tracker card.

  2. In the TRACKER NAME box, enter the name of the tracker. This name will appear everywhere people select the tracker, so make sure the name is clear and meaningful.

    Trackers3.png

  3. In the LANGUAGE box, select the language.

    Trackers4.png

    Tip

    If you want to use the tracker in multiple languages, click + Add another language. Here, select All Languages if the words or phrases you add fit all the languages you use.

  4. After selecting the language, enter the terms you want to track, each term separated by a comma. We’ll match the tracker with the words said on the call verbatim.

    To track large numbers (for example, 10,000), use quotes (“10,000”) to ensure that the digits are not split into two numbers.

    Trackers5.png

  5. Select Include related word forms to track related words. For example, to pick up words related to “renew”, select this checkbox and Gong will surface the words “renewal” and “renewing” as well.

    Trackers6.png

  6. Under TRACK WHEN MENTIONED BY, select whether the term is tracked when said by someone at your company, someone not at your company a prospect or customer), or anyone. For example, if you’re creating a keyword tracker to track competitors, you probably only want to track when competitors are brought up by someone not at your company (not your own).

    Trackers7.png

  7. Click Call filters to further narrow when the keyword tracker picks up words:

    • Said as part of a question: Select this if you only want the tracker to pick up terms when they are said as part of a question.

    • SAID AT: Here, you can select when you want the tracker to pick up terms according to the time in the call. For example, anytime, in the first 5 minutes, in the last 5 minutes, etc.

    • SAID IN TOPIC: Set whether the tracker should only pick up terms when they are said during specific topics. For example, during Discover or Call set up.

  8. In the Additional filters area, use filters to choose the calls in which you want the tracker to appear.

    By default, the tracker will be shown in all calls. To add a filter, click Change.This opens the filter dialog. This is the same as that on the Calls page. For details on the various filters, see Filter calls.

    Trackers8.png

    Note

    This option is only available when editing the tracker.

    Select Track in emails if you want this tracker to surface results in emails, too. Trackers in emails are only supported in Account page and deals.

  9. Under Select where you want to use this tracker, select where you want to see the results from this tracker:

    • Search page*

    • Email notifications*

    • Exported CSV**

    • CRM call objects**

    • API request results**: If selected, this tracker's data will be included in the API.

    • Team stats

    • Deals

    * You'll see the total number of times the tracker (including all its terms) was mentioned, and the total number of times each term was mentioned.

    ** Choose whether you want to separate each term in a separate column. This is useful for comparing mentions of things like competitors and technologies in your calls. It's not as useful when the terms in your tracker are more general. Note: When any of these three checkboxes are selected, the phrases will show in the deal board column for this tracker. If none are selected, a checkmark will appear in the tracker column when detected.

    Trackers9.png

  10. Click Save.

  11. If we see that the tracker is not part of our lexicon or defined in the custom vocabulary, we'll offer to add the tracker. Define the following:

    • TERM: Enter a name for the term.

    • CLASSIFICATION: Set whether the term is a general term, your company name, or the name of another company. This provides Gong with additional tools to identify the term based on the context when it appears.

    • In the APPLICABLE LANGUAGES AND ALTERNATIVE TRANSCRIPTIONS area, enter any alternative pronunciations and transcriptions.

    • If you have more than one alternative, separate with a comma.

    • When done, click SAVE to save the term in the custom vocabulary.

      For more the custom vocabulary, see this.

      KT_10.jpg

Video walkthrough

Creating_TrackerGIF.gif

View tracker results

You just set up your keyword tracker, and in the final section, you decided where you want the tracker to appear in Gong. Here are a few examples of where you might see it, based on your choices:

Search page

If you’d like to set up saved filters or alerts (for example, you set up a Competitor tracker, and you want to be notified when competitors are mentioned), make sure the Search page is selected when you create your tracker.

TrackersInAction1.png

Call emails

If you’d like to highlight when trackers come up during a call (i.e. Objections), make sure you select Call Emails when setting up the tracker.

TrackersInAction2.png

Team Insights

If you’d like to monitor how often trackers are coming up (for example, sales methodology / messaging adoption), have the Stats for Trackers checked on when creating your tracker.

TrackersInAction3.png

Out-of-the-box keyword trackers

The following trackers are already active when you start using Gong. Take a look at the calls they track so you get an idea of how they work, and for ideas on how to build your own keyword trackers to best meet your business needs.

  • Economic Pulse tracker: Detects words and phrases related to the economy including inflation, layoffs, rising costs, cost increases, crazy market, price of everything, and more. Read more about the stream and other features that provide insight into what your customers are saying about the economy.

  • Covid-19 (by Gong) tracker: Detects words and phrases including corona, corona virus, pandemic, and more.

  • Process: Detects words and phrases including annual contract, new contract, paid trial, purchase, purchase decision, vendor selector and more.

  • Budget: Detects words and phrases relating to budget conversations, funds, funding, have a budget, and more.

  • Authority: Detects words and phrases including CFO, GM, my director, my manager, stakeholders, and more.

  • Objections: Detects words and phrases including a better fit there, accuracy, aggressive, am worried, busy, but realistically, challenge, challenging for me, challenging for us, compliance, concern, concerned, concerns, difficulty, disrespectful, don't understand, expensive, and more.

  • Discovery questions: Detects words and phrases including how familiar, how familiar are you, how many, how many people, how often, initiative coming, initiatives coming, new initiative, new initiatives, and more.

Tip

Dive deeper with the keyword tracker course at the Academy, and learn how to create keyword trackers that help your team gain powerful insights.