atSpoke

RATING:

4.7

(38)

About atSpoke

AtSpoke 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. AtSpoke 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 ...

Awards and Recognition

FrontRunner 2021
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

atSpoke Pricing

Starter: $3 per user, per month (1 team) Standard: $5 per user, per month (up to 4 teams) Plus: $8 per user, per month (unlimited number of teams)

Starting price: 

$3.00 per month

Free trial: 

Available

Free version: 

Not Available

askSpoke request tracking

atSpoke Reviews

Overall Rating

4.7

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

5

Value for money

5

Functionality

4.5

Most Helpful Reviews for atSpoke

1 - 5 of 37 Reviews

User Profile

Jordan

Verified reviewer

Computer Software, 51-200 employees

Used daily for less than 12 months

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

OVERALL RATING:

5

EASE OF USE

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed 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.

Troy

Marketing and Advertising, 51-200 employees

Used daily for less than 12 months

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

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed June 2019

Great missing piece for SME orgs looking to bring more structure to request management.

Spoke fills a great niche in the 50-250 person space in that it allows companies to do more with less support/admin heads. At this size, you need to have a system to create and action on requests, but probably don't need the features, complexity or cost of something like Zendesk. Once you approach 250+ heads, you may need some additional workflow or ticket automations that Spoke doesn't offer. The biggest draw to Spoke for me is that from a user experience perspective, 99% of the interactions with the tool can happen in Slack, which most folks are in all the time in any case. The team at spoke is one of the best I've ever worked with at any SAAS provider in any space. They're fast, smart, engaging, and have a genuine drive to set clients up for success.

PROS

Spoke is a well thought out tool that offers a really useful level of function -vs- complexity for knowledge and request management. It's a much easier tool to run and administer than competing helpdesk solutions, and has a killer Slack integration front-and-center. The team all the sales and spin-up process is top notch and extremely responsive.

CONS

It's a fairly young product, so they're still polishing a few rough edges on the backend. I've not hit anything that even comes close to work-stopping, and they're smart and responsive with breakfix and feature roadmapping.

Reason for choosing atSpoke

Spoke brings everything a smaller enterprise needs to the request management need, without the cost and complexity associated with larger ticketing systems.

Myles

Cosmetics, 201-500 employees

Used daily for less than 2 years

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

OVERALL RATING:

3

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

3

Reviewed June 2019

Spoke x Glossier

PROS

The machine learning feature is still my favorite feature.

CONS

Currently that slack is the way to import users.

Reason for choosing atSpoke

I thought the Machine Learning tool would help me be productive while working at a fast paced startup.

Lucia

Information Technology and Services, 201-500 employees

Used daily for less than 12 months

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

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed September 2019

Amazing tool for everyday working-life with amazing customer service

Operations team/back office is using it as their main ticketing tool and knowledge base. Frequent requests are solved with the AI answering it, the more complicated gets sorted by the team. Tracking of what is happening in the team, transparency.

PROS

User-friendly design, quick improvements. Connection with the channels we are most used to work with e.g. slack, so our colleagues do not need to go to any other platform. AI learning the needs of the team and adapting the answers, which helps us to avoid repeating questions and saves time and creates a focus for the team. Cannot forget the in tool analytics which help us understand where we are lacking or doing just fine.

CONS

In the beginning, you could feel that it is a new tool, however so many great changes happened that we are not even able to keep up (in a good way :) )

Reason for choosing atSpoke

Integrations (slack,email) automated AI UX were definitely the selling points

Jason

Financial Services, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed 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.