Spoke software


14 reviews(5.0/5)
14 reviews(5.0/5)

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.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 10

14 Reviews of Spoke

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  • Kristen from The Seattle School of Theology & Psychology

    May 2018

    Finally solves the problem of answering frequently asked questions

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Efficiency of resources for a small organization that did not break the bank.

    Pros

    You are able to customize Spoke to provide answers to the most commonly asked questions at your organization - from where are the light bulbs to how to host a meeting. It was fun to set up as a team and anticipate the questions that employees would want to ask and the software learns as it goes along and just gets better at its job.

    Cons

    A bit labor intensive on the front end to set up, but was a fun task to do as a team and is so, so worth it!

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Amanda from OppLoans

    May 2018

    Spoke Has Been Amazing!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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!

    Review Source: Capterra
  • Heather from The Seattle School of Theology and Psychology

    Number of employees: 51-200 employees

    April 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.)

    Review Source: Capterra
  • Jared from Neura Inc

    Number of employees: 11-50 employees

    April 2018

    Made it fun to build out our knowledge base

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Great for remote teams. Easy to onboard. Multi-channel support. Flexible query engine. Great customer support.

    Cons

    Needs more robust onboarding tutorials, quick responses, feedback controls. Needs integration with cloud storage like Dropbox.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Ryan from First Round Capital

    April 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Joe from ALMACO

    Number of employees: 51-200 employees

    April 2018

    The Best Transition I've Ever Had Help With!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Cutting out some of the basic tickets helps save me and my team time by almost having an extra set of hands.

    Pros

    AI does help answer tickets, users can close their own tickets, the built in knowledge base is great.

    Cons

    At the current time there's not much info on metrics or tickets tied to inventory items such as computers /printers.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Shannon from Sequoia Ecological Consulting

    April 2018

    Very simple to use and a great addition to our company!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Ease of use and helps answer questions for staff.

    Pros

    I enjoy the ease of use and that it's user friendly. I think it works great to interact staff and management.

    Cons

    I think that possibly sending links to staff that will not go directly to junk mail. Maybe discuss that obstacle when introducing the product.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Molly from Sequoia Ecological Consulting, Inc.

    April 2018

    Great customer service, easy to use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The simplicity of the product and ease of implementation. Our customer service rep, Riciel, is very responsive and always willing to go above and beyond.

    Cons

    There are a few small things which have been difficult such as the welcome email always being routed to our junk email, users not being alerted when I reply to their requests.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Temeka from OppLoans

    Number of employees: 51-200 employees

    April 2018

    Implementation was almost too easy.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Jason from LCS Financial Services

    Number of employees: 11-50 employees

    April 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Greg from University Tees

    Number of employees: 51-200 employees

    April 2018

    Overall experience has been positive. Love the product!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Unified support processes and a 'ticketing' system that doesn't make me want to claw my eyes out.

    Pros

    Intelligently puts all support requests in one place. This is life changing. We are able to help shape the future of the product with feature requests.

    Cons

    There is a lack of slack integration, but we know they're actively working on it so I'm pleased there.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    April 2018

    It's been a dream! Spoke gives our ops team time back by answering staff's questions for us!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Customer service is top notch, they made implementation so easy, it's easy to use, Slack integration

    Cons

    No real complaints, just excited to see the tool get smarter! Sometimes there are links to work out, but customer service is so excellent that it's not really a problem.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    April 2018

    Total time saver!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Time saving! And an assistant that makes sure everything gets assigned and completed.

    Pros

    It takes all of the requests that an IT/Admin/Maintenance team normally gets and assigns them ensuring that nothing falls through the cracks and that time is not wasted delegating.

    Cons

    It's definitely still in it's infancy, but it appears that their team is quickly building out new features and making it better!

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • June 2018

    Quality
    Support
    N/A
    This review was submitted organically. No incentive was offered
    Review Source: GetApp
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