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.
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.
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.
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.
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.
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 :) )
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!"
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!
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.
Easiest Ticketing Software
Solid product with constant innovation accompanied with a stellar customer enablement team makes it an essential tool.
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.
Knowledge Base feature still needs some attention.
It is helping organize all of our facilities requests. Making it easier to keep track of all our requests.
I really like how great our rep is at Spoke. She is full of energy and very helpful.
I don't think the software is very easy for employees to adapt to.
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.
It is so easy. It makes traditional software look like stone knives and bear skin rugs. Our users love it!
At this point I have no cons.... I really don't have a single thing.
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.
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.
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.
Spoke makes ticket resolution wonderful!
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.
I wish that there was a dedicated mobile app for tickets rather than just their web app.
Spoke Has Been Amazing!
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.
I honestly can't think of any downsides that aren't already on the future product roadmap! Spoke is amazing!
Made it fun to build out our knowledge base
Spoke x Glossier
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.
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.
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.)
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.
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.
There is a lack of slack integration, but we know they're actively working on it so I'm pleased there.
It's been a dream! Spoke gives our ops team time back by answering staff's questions for us!
Customer service is top notch, they made implementation so easy, it's easy to use, Slack integration
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.
Not Sure if It's Necessary...
It works and is very accessible, just not sure that I will ever choose to use it over communicating directly with a person.
I like that it is accessible at all hours and that it is integrated into my company's Slack instance.
I guess I don't really see the use for this software in the case of my company - perhaps it would be more appropriate in a much larger company where perhaps proper internal communication is harder to come by.
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.
Spoke helped us centralize requests via its integration with Slack and is the right solution for a company our size.
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.
I'd love to see more features! Spoke recently added forms for requests which is a good start.
Spoke has changed the way I triage and respond to help desk tickets
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.
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.
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.
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.
The only thing I would change is ease of adding articles to the Knowledge Base. Everything else works pretty well.
The best way to ask questions in an organization, period.
This software is so great for working with a help desk, at least from the user's perspective. It integrates with Slack, so you can just ask the bot a question, and if it doesn't know the answer from your company's knowledge base, then it will create a ticket that's automatically routed to the right person. We use it for not only our IT team but for internal sales and customer support questions as well. What a useful tool! The interface itself is super easy to use as well, it's just a giant search bar and a chat box style ticket. Pretty great!
Sometimes it's unclear if that search bar is going to create a ticket.
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.
AI does help answer tickets, users can close their own tickets, the built in knowledge base is great.
At the current time there's not much info on metrics or tickets tied to inventory items such as computers /printers.
Great way to automate frequently asked questions
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.
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.
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.
Simplicity of IT Help Desk
This helped with first time response by using the AI & our existing KB. User adoption is high as they just need to state the problem and not choose a bunch or categories and priorities. Integration with Slack and being inside a single user interface that is already open is huge as well. Business analytics are clean, simple, and easily pulled.
The AI and Slack integration was the primary reason we moved off of our previous system. Everything in Spoke is clean and simple. They are constantly adding new features and making the product better. Just a great tool!
My only "cons" are the items still in their road-map. I would like the asset tracking and JIRA integration. Other than that we are happy with the tool. A simple purchase order resource inside the tool would be a bonus.