Case Study: SurveyMonkey elevates customer success coaching and conversation quality with Gong

SurveyMonkey Takes Coaching for Customer Success to the Next Level

SurveyMonkey, the survey software leader headquartered in San Mateo, brought in Gong to better understand what was happening on CSM phone calls — what topics were discussed and what separated good from unsatisfactory conversations. They implemented Gong’s customer success software to listen to interactions and surface actionable insights for coaching.

Using Gong, SurveyMonkey deployed scorecards, gained visibility into account lifecycles and churn indicators, and improved cross-functional collaboration, which raised the quality of customer conversations and coaching across the team. The result was measurable improvement in coached CSMs and the managers coaching them, clearer benchmarks for performance, and a lasting positive change in how the team engages with customers.

SurveyMonkey

Jeffrey Coleman

VP of Customer Success