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

21 Reviews of Spoke

Average User Ratings

Overall

4.81 / 5 stars

Ease-of-use

4.5

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(17)

4 stars

(4)

3 stars

(0)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 21 reviews

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April 2018

Jason from LCS Financial Services

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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.

January 2019

Rose from InsideTrack

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

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 of 5

Customer support

5 of 5

Functionality

5 of 5

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.

April 2018

Ryan from First Round Capital

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

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 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

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.)

May 2018

Amanda from OppLoans

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Great product especially for office management

Huge additional shout out to the account reps. They're super helpful and funny and really helped get our team up to speed on how to best use the product.

Pros

This is an easy way to get the team immediate answers and free up time from answering the same questions over and over from the HR and facilities staff.

Cons

The only thing I would change is ease of adding articles to the Knowledge Base. Everything else works pretty well.

April 2018

Jared from Neura Inc

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

3 of 5

April 2018

Made it fun to build out our knowledge base

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.

April 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

April 2018

Total time saver!

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!

April 2018

Greg from University Tees

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

3 of 5

April 2018

Overall experience has been positive. Love the product!

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.

April 2018

Molly from Sequoia Ecological Consulting, Inc.

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

April 2018

Great customer service, easy to use

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.

January 2019

Jay from INSIDE TRACK

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Spoke is awesome!

It has effectively replaced our Helpdesk. (We were using Zendesk) It was easy to setup. Setting up the knowledge base was fun. Using it has been the easiest tool that we use currently.

Pros

It is so easy. It makes traditional software look like stone knives and bear skin rugs. Our users love it!

Cons

At this point I have no cons.... I really don't have a single thing.

April 2018

Joe from ALMACO

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

April 2018

The Best Transition I've Ever Had Help With!

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.

April 2018

Shannon from Sequoia Ecological Consulting

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

April 2018

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

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.

January 2019

Tyler from Xenith

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

January 2019

Good

Pros

Very easy for customer to use in slack. Easy to add to the knowledge base. Easy to search knowledge base.

Cons

It is hard to get people to complete the forms when they have to click on the link and log into the web browser. I don't think they understand there is a form attached.

April 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

April 2018

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

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.

January 2019

Gil from Honey Science

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

3 of 5

January 2019

spoke

Pros

machine learning, slack integration, support from customer success team

Cons

reporting, lack of features from traditional ticketing systems, some flows for user, admin portal

May 2018

Kristen from The Seattle School of Theology & Psychology

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

May 2018

Finally solves the problem of answering frequently asked questions

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!