Customer support · Production

6 revenue intelligence workflows to boost your customer success

The problem

Customer success teams lack complete visibility into deals and account health, rely on inefficient manual note-taking processes that all require CRM transfer at some point, suffer from context-free back-and-forth email threads, and lose critical information during sales-to-CS handoffs.

Workflow diagram · grounded in source
1
Search for company activity
trigger
“In Gong, search for the company. This will provide a one-page view of all customer activity (calls, emails, etc.). A complete history of the account.”
2
Capture and analyze interactions
ai_action
“Gong is a Revenue Intelligence (RI) platform that captures and analyzes customer interactions and alerts you to risks and opportunities across your business.”
3
Smart Trackers conversation understanding
ai_action
“Smart Trackers, our Generation 3 Conversation Understanding, make this even easier.”
4
In-context call commenting
output
“Type in your comment. Be sure to @ people within your organization to notify them of your comment.”
5
CRM sync via Gong Collective
integration
“Worried about those notes getting into your CRM? No problem. Check out the Gong Collective for CRM integrations.”
6
Deal board prioritization
ai_action
“Now you can see which deals need your help … and which are doing just fine without your assistance. Gong prioritizes for you!”
7
Account health validation
validation
“Search within the account to look for things such as Business Reviews”
8
Top topics surfaced from calls
output
“Within the QBR search, go to calls and scroll to find "Top Topics Discussed."”
Reported outcome

Gong enables CS teams to eliminate manual note-taking, reduce back-and-forth emails, conduct faster and more accurate internal handoffs, and assess account health directly from conversation data.

Reported metrics
Back-and-forth emailsFewer (if any) back-and-forth emails
Time for internal handoffscertainly less time-consuming
Handoff error and misinterpretationLess room for error/misinterpretation
Reported stack
Smart TrackersCRM
Source
https://www.gong.io/blog/revenue-intelligence-customer-success
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Gong enables CS teams to eliminate manual note-taking, reduce back-and-forth emails, conduct faster and more accurate internal handoffs, and assess account health directly from conversation data.

What tools did this team use?

Smart Trackers, CRM.

What results were reported?

Back-and-forth emails: Fewer (if any) back-and-forth emails; Time for internal handoffs: certainly less time-consuming; Handoff error and misinterpretation: Less room for error/misinterpretation (source-reported, not independently verified).

How is this customer support AI workflow structured?

Search for company activity → Capture and analyze interactions → Smart Trackers conversation understanding → In-context call commenting → CRM sync via Gong Collective → Deal board prioritization → Account health validation → Top topics surfaced from calls.

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