Create keyword trackers

Keyword trackers are based on specific words, terms or phrases mentioned in your company's conversations. To set them up for your team, go to Company settings page, click Trackers, click + Create Tracker and then choose Keyword tracker.

Basic steps

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

2. Choose what language the tracker will be in. 

3. Enter the terms and phrases that you want to track, separating each word or phrase by a comma. Choose if you want to track related word forms. 

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

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

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

Deep dive

1. Click Company settings > Customize analysis > Trackers. If you want to create a new tracker, click +ADD TRACKER in the top right, and choose Keyword tracker.

2. In the TRACKER NAME field, enter the name of the tracker. This name appears everywhere people select the tracker, so make sure it is clear and meaningful.

3. In the LANGUAGE field, select the language.

   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.

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.

6. To track words and phrases in additional languages, click +Add another language, choose the language(s) and repeat step 4.

7. Under TRACK WHEN SAID BY, select whether you want the term 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.

8. Click Call filters to further hone in on when the 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. For more about topics, see this.

9. In the Additional filters area, 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.

    

   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.

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

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

    • Search page: See the total number of times the tracker (including all of its terms) was mentioned, and the total number of times each term was mentioned.

    • Email notifications: See tracker mentions in the email you get after a call you participated in finishes processing. You'll see the number of times the tracker (including all of its terms) was mentioned, and the number times each term was mentioned.

    • Exported CSV*

    • CRM call objects*

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

    • Team stats

    • Deals

    **Choose whether you want to view each term in a separate column. This is useful for comparing mentions of competitors or technologies, for example. 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.

     

12. Click Save.

13. 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.

Video walkthrough

View tracker results

In the final part of the tracker set up, you decide 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

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.

Call emails

To highlight when a tracker comes up during a call, select Call emails when setting up the tracker.

Team Insights

To monitor how often trackers are coming up (for example, sales methodology / messaging adoption), make sure the Stats for Trackers is marked when creating the tracker.

Out-of-the-box keyword trackers

The following default 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.

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

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

• 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.

• Negative impact (by Gong): Detects words and phrases including based on circumstances, budget cut, cancellation, current conditions, cut back, 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.

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

• Remote Work (by Gong): Detects words and phrases including adjusting to work remotely, field team is doing virtual meetings, full quarantine, quarantine mode, remote learning, schools closed, and more.

• Timing: Detects months, years, quarters, and words and phrases including next month, a good time, after the holiday, before the holiday, timeline, 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.

For a winning recipe on how to use keyword trackers to achieve KPI goals, see: Tracking and comparing relevant KPIs for your teams