About Spoke


Spoke is a cloud-based help desk and ticketing solution suitable for small and midsize companies to help them manage their work requests. The solution can be used across human resource, IT, office management and other departments. Key features include knowledge management, ticketing and AI-based self-service portal for employees.

Spoke offers a multi-channel chatbot that allows agents to respond to queries received via email, web, SMS and Slack. It also offers tools to create a centralized self-service knowledge base where employees can access relevant information. Employee queries are answered based on responses to previous questions and matching information available in the knowledge base.

Administrators can choose and apply privacy settings to teams to determine the access level for different sets of users. The auto-assign feature automatically assigns new tickets to available agents as  they come in.

The solution offers per user per month subscription plans and provides an online knowledge repository to users looking for basic information regarding Spoke.



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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 10

27 Reviews of Spoke

Average User Ratings

Overall

4.74 / 5 stars

Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(21)

4 stars

(5)

3 stars

(1)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 27 reviews

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April 2018

Jason from LCS Financial Services

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2018

Outstanding. A very targeted software that fits a specific need perfectly.

We get a intuitive tool, fully managed by the awesome Spoke team, that allows our organization to centralize domain knowledge that would otherwise be horded and silo-ed by teams and team members. It is an excellent training and teaching tool to streamline users needs for information. Spoke gives time back to our users who would be otherwise burdened with a variety of questions during ramp up and team movements.

Pros

The software is an excellent approach to managing requests and knowledge. We utilize Spoke to centralize domain knowledge that would otherwise be lost during a turn over or that needs to be communicated to a variety of users.

Assigning teams, building out KB articles and letting users generate content is very simple.

Cons

The only con of this software is the approach is so novel to many of our users that there has been a steep learning curve in documenting their domain knowledge using the tool. It is simple to use and operate but our users are use to silo-ed knowledge that using Spoke has been a big change for them.

March 2019

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

March 2019

Absolute Time Saver!

Overall, Spoke has saved my back many times and reduced walk-up requests. People know they can get their answers quickly if they simply "Ask Spoke!"

Pros

AI all the way. We have looked for a solution to helpdesk and common questions that provided our users with better overall user experience and Spoke was the answer. Our users live heavily in Slack and thanks to Spoke's seamless integration with Slack, my users are able to ask questions and get answers before even talking to a real human. If they still prefer human interaction, they can raise a request right in the same window!

Cons

This isn't a full-fledged helpdesk software and may not support the needs of a growing enterprise. However, Spoke is constantly evolving and open to feature requests.

January 2019

Rose from InsideTrack

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

January 2019

We LOVE Spoke

We wanted a service desk that is easy to use and easy to maintain. We also wanted something that could reduce time spent on menial tasks, and could track the requests we get all the time in various places in our daily schedules. Spoke works much more smoothly with Slack than other products we have tried, and we have witnessed it auto-answering tickets and prompting users for more information. After a couple of months we probably have saved... hours already, in time spent on prompting users for info and disseminating repetitive information.

Pros

As an application goes, the transition has been pretty seamless. I guess that's just what happens when you make simple, easy-to-use, straightforward software? Also the Spoke team is fantastic - they're definitely one of my favorite vendors to work with, and it always feels like they take our feedback seriously. They're quick to respond to questions and easy to schedule check-ins with. The whole experience is really lovely.

Cons

The software is relatively new so some features are limited. But their development cycle is very fast! So it hasn't slowed us down much.

January 2019

Jordan from Domino Data Lab

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

January 2019

A Great Solution For Startups

My startup needed a platform to better manage employee requests. Prior to Spoke requests came in the form of emails, text messages, verbal conversations, and even scribblings on post it notes. Not scalable. Spoke helped us centralize requests via its integration with Slack and is the right solution for a company our size.

Pros

What do I like about most about Spoke?

It's simple and easy to use.

I love it when platforms are intuitive - 'keep in simple' and they do! Learning existing a new features are a snap, and Spoke provides excellent customer success support if I need help.

Cons

I'd love to see more features! Spoke recently added forms for requests which is a good start.

March 2019

Cristina from 1stdibs.com

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

March 2019

Spoke Review

I enjoy the software and the prompt customer service. I also love the time saved with Spoke. Suggestion: making an integration between emails and spoke. I'm not sure if that's actually possible, but sometimes employees still email the team questions that can be answered through Spoke and at the moment I have to manually enter the question, assign it to myself, and edit the requester from myself to the employee.

Pros

I like that it decreases the amount of questions/emails we get since employees can find answers on the knowledge base. I also like the spoke and slack integration and the new thread feature.

Cons

I do not like, and I'm not sure if this is lack of employee training because I'm not able to see it from their end, that sometimes employees end responding to questions by creating a new request. Therefore, there are multiple "requests" which are actually responses to the original request. The thread feature has decreased this a bit.

April 2018

Ryan from First Round Capital

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2018

Spoke has changed the way I triage and respond to help desk tickets

Pros

The best part of Spoke is that with their AI and ML it has dramatically reduced the number of tickets that make it to my door. Through the learning features of the tool it can serve up answers from our KB directly to my employees without requiring any input from me.

Cons

There is little to not like about Spoke. Since it is such an early company there are definitely some deltas between mature ticketing systems and Spoke, however they are actively working on adding features.

January 2019

Payden from Weave HQ

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

January 2019

Spoke makes ticket resolution wonderful!

Pros

Spoke makes it easy for us as a company to get our requests and respond to them in the easiest way possible. Our people use slack all day long and to be able to remove the pain point of asking them to file tickets somewhere else makes it easier for us as a helpdesk to get them the assistance they need quickly and resolve their problems efficiently.

Cons

I wish that there was a dedicated mobile app for tickets rather than just their web app.

April 2018

Temeka from OppLoans

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2018

Implementation was almost too easy.

Knowledgebase management, Improved customer service Training content management.

Pros

Easy to use software, seamlessly communicates with the Slack platform, which contributes to the quick ramp-up time. Our end users enjoy all that Spoke has to offer.

Cons

Spoke is in an infancy. It has the capability to become a great knowledge base, with constant communication between the Spoke team and it's customers, this software has staying power.

April 2018

Heather from The Seattle School of Theology and Psychology

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

April 2018

So far this seems to be just what we were looking for to help reduce repetition and wasted time!

We are new to Spoke but we are anticipating increased response times, clarified work flow and a reduction in wasted time and effort with repeat questions. Using this product well should also help to shift office culture to be more efficient with their first inquiry steps and more knowledge-able about internal departmental processes different than their own.

Pros

We LOVE that we get to control the knowledge-base so effectively. We also love that this helps us see one another's workflow so that we can be sure all needs are getting met equally.

Cons

We would like some more back-end boundary restrictions built in so that we can control which populations in our entire user group can see which information, (i.e. separate knowledge-base for staff, students, etc.)

March 2019

Samridh from ThoughtSpot

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

4.0

March 2019

Easiest Ticketing Software

Solid product with constant innovation accompanied with a stellar customer enablement team makes it an essential tool.

Pros

Software is easy to use and helps track productivity of the whole team.
Collaboration is easy for each case and features are being rolled out regularly.

Cons

Knowledge Base feature still needs some attention.

June 2019

Kyle from Brandless

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

June 2019

Simple, Easy, Lifesaving!

AMAZING!

Pros

How quickly it is to spin up and get people using it. Spoke natively living inside Slack was a godsend for our users.

Cons

Still a little light on features, but they're growing and expanding fast.

May 2018

Amanda from OppLoans

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2018

Spoke Has Been Amazing!

Pros

I love how intuitive the platform is to use. It takes little to no training and it learns the material so quickly! It's like having a personalized bot right at your fingertips. Despite the fact that it's new and unfamiliar technology to most of the company, they embraced it immediately because of its sheer simplicity.

Cons

I honestly can't think of any downsides that aren't already on the future product roadmap! Spoke is amazing!

January 2019

Jess from Scoot

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0