Hi all, I’m looking to set up trackers in Gong to identify positive sentiment so we can surface potential customer advocates. Has anyone done this before? I’d love to hear about pitfalls to avoid and best practices to follow. I’m brand new to this.
Hi Justine! I recently just sat down with Jane from Gong to go over best practices and built out our 2026 customer marketing & advocacy Gong use cases playbook. While I'm no expert, it is still fresh in my mind and I have sales/CS enablement training coming up on this. Lots of cool new AI tools to work with. Happy to sync with you if you'd like.
Crystal Anderson I'd love to hear more too!
I would say any sentiment analysis is not great at tone or sarcasm. But gong streams are super easy to set up.
We have some already set up and it's not great. I have to sift through a lot, but I've found some good conversations that have led to customers agreeing to do a story with us.
We've kept it pretty simple with our alerts, but it has been a great tool for us. Pretty easy to set-up too. Feel free to DM me, Justine!
Thank you for all of the replies! Would y'all be interested in doing a Gong focus session? I feel like we can all learn from each other.
If interested, please DM me your email so I can invite you to the meeting
Hi!! I'd love to be a part of this call, if that's okay! I've set up some Gong alerts in the past, but as mentioned by Gabrielle, the native tool is not capable of determining tone or sarcasm. I'd also love to add that we recently implemented Peerbound and it's been an incredible add to our stack since it auto-scrapes Gong and detects sentiment for you (along with competitive intel and other useful signals that can make you seem like a hero cross-functionally). Happy to share more about that if anyone is interested!
Add me to the list please 🙂
If this call hasn't happened yet could I also be included?
Same! Justine Woo would love to be added to call!
Thanks to everyone who joined our Gong focus groups, especially Crystal Anderson, who shared such great insights and use cases (She's a Gong genius!). Inspired by the group, I've set up the following three AI trackers as a starting point: 1. Customer: Quantified Business Outcomes - Flags when a customer shares a specific, measurable result they attribute to Ada (my company). Prompt: Identify when the customer shares a specific, quantifiable result they attribute to using Ada. This must include a number, percentage, dollar amount, or measurable comparison (e.g., "before vs. after"). Examples: "We went from 20% to 58% automated resolution," "We saved 400 hours a month," "Our CSAT went up 12 points," "We deflected 3x more tickets," "We reduced cost per contact by $2." Include: specific metrics tied to resolution rate, deflection, CSAT, handle time, cost savings, agent productivity, containment rate, or volume handled. Exclude: aspirational goals ("we hope to reach…"), results attributed to other tools, and the Ada team or rep quoting metrics back to the customer — only flag when the customer themselves states the result. 2. Customer: Advocacy & Emotional Affinity Signals - Flags when a customer expresses strong enthusiasm for Ada that signals willingness to advocate. Prompt: Identify when the customer expresses strong personal or organizational enthusiasm for Ada that goes beyond routine satisfaction. Look for language that signals they would be a willing advocate. Examples: "We love Ada," "Ada has been a game-changer for us," "I always tell people about Ada," "This is the best vendor relationship we have," "I'd be happy to be a reference," "I was just bragging about you to my CEO," "I recommend Ada to everyone," "We couldn't go back to how things were before Ada." Include: unsolicited praise, willingness to refer or recommend, statements about Ada being critical or indispensable, comparisons where Ada wins over previous solutions. Exclude: polite but generic pleasantries like "thanks, this is great" or "looks good" — the sentiment must be emphatic or specific to Ada's impact. 3. Customer: VP+ Stakeholder Engagement - Flags when a VP-level or above stakeholder is speaking on the customer side. Prompt: Identify when the person speaking on the customer side holds a VP, SVP, EVP, C-suite, Director, Head of, or senior leadership title. Look for moments where they introduce themselves with their title, where their title appears in the meeting context, or where they reference their organizational authority (e.g., "as the person who owns our CX budget," "I report directly to our COO," "my team of 200 agents"). Include: any mention of VP, Vice President, Chief, Head of, Senior Director, or equivalent seniority. Exclude: Ada internal participants. I've also set up a stream that filters conversations for Director+ level showing positive sentiment/strong ROI — these are our hottest leads for marketing engagement. Hope this helps other Gong newbies like me!
BTW, the prompt suggestions given by Gong were meh. I used Claude to improve them
