Case Study: Gong Boosts Customer Satisfaction and Retention with Scribe

How Gong Uses Scribe to Exceed Customer Expectations & Boost Retention

Gong, a revenue intelligence software company, needed a better way for Senior Customer Support Manager Alyssa Sanchez and her team to provide white-glove support at scale while managing a growing book of 170 customers. The team was spending too much time manually writing documentation, editing screenshots, and answering repeated customer questions, which made it difficult to deliver fast, tailored service and keep up with internal training.

Scribe helped Gong create an FAQ library with Scribe Pages, document internal workflows, and share up-to-date resources for both customers and new hires. By using Scribe, Gong improved response speed, reduced back-and-forth, broke down silos, and increased customer satisfaction and retention; Alyssa also reported customers were amazed by how quickly issues were resolved.

Gong

Alyssa Sanchez

Senior Customer Support Manager