About atSpoke

atSpoke is an automated, help desk assistant powered by artificial intelligence (AI), providing organizations with a self-service platform for ticketing and knowledge management in a tightly-integrated package. The platform gives support teams in any type of organization a single location to manage employee requests using a friendly chatbot to automatically respond to questions on Slack, web, email, and SMS.

atSpoke helps facilitate and streamline ticketing processes using AI to find the correct, relevant answers for employees, providing support teams with interruption-free time to work on projects and get things done. Users can file requests through Slack, SMS, email, or via the web. When asked a question, atSpoke will either answer it on the spot, or route the request to the relevant department. Because atSpoke is powered by artificial intelligence, it gets better at answering questions on its own through machine learning. The knowledge base keeps track of all kinds of useful information automatically, and employees can add items to the knowledge base as their questions get answered.

Users are able to create new teams in order to stay organized, select team names and colors, and provide specific members with permissions to create, edit, and delete the team’s resources. Incoming requests can be automatically assigned to team members, or set as private. Support team members can view all their assigned requests within the inbox, and will also be notified of new requests via email. Users can check their team’s metrics by accessing the expanded view to see average resolution times, average response times, how many requests are still open, and more.

Key benefits of atSpoke

  • atSpoke provides all types of internal support teams with a single place to manage all employee questions and requests.

  • Eliminate frequent interruptions and spend more time focusing on projects by providing employees with a self-service tool powered by artificial intelligence (AI).

  • atSpoke offers streamlined ticketing, a flexible knowledge base, a self-service chatbot, and multi-channel support in order to provide employees with the info they need, quickly.

  • atSpoke's friendly chatbot uses AI and machine learning to automatically respond to questions via Slack, email, web, and SMS. The more it's used, the smarter and more helpful it becomes.

  • atSpoke's knowledge base keeps track of all types of useful information automatically and enables users to add new items to the knowledge base as questions gets answered.

  • Devices

    Business size

    S M L

    Images

    Select any open ticket and it will expand into a more detailed view to look at: which team the request is filed to, the expert assigned to the ticket, or add a follower to the request
    Once a user has created a ticket, they can ask the requester for more information by typing a message in the "Write a reply..." section
    Create a new team or use one of Spoke's templates for a head-start
    Manage employee requests and assign tickets to other members in one place
    Spoke’s knowledge base keeps track of all types of useful information
    Spoke’s friendly chatbot uses A.I. to automatically respond to questions on Slack, email, SMS, and web
    Spoke helps keep requests organized in one place for all support teams
    Employees get the info they need, allowing other team members to get interruption-free time to get things done
    Get insight on the number open requests, the auto resolve rate, and average resolution time for tickets
    Easily add items to the knowledge base as questions get answered
    View 11 more
    atSpoke video
    atSpoke screenshot: Select any open ticket and it will expand into a more detailed view to look at: which team the request is filed to, the expert assigned to the ticket, or add a follower to the request atSpoke screenshot: Once a user has created a ticket, they can ask the requester for more information by typing a message in the "Write a reply..." section atSpoke screenshot: Create a new team or use one of Spoke's templates for a head-start atSpoke screenshot: Manage employee requests and assign tickets to other members in one place atSpoke screenshot: Spoke’s knowledge base keeps track of all types of useful information atSpoke screenshot: Spoke’s friendly chatbot uses A.I. to automatically respond to questions on Slack, email, SMS, and web atSpoke screenshot: Spoke helps keep requests organized in one place for all support teams atSpoke screenshot: Employees get the info they need, allowing other team members to get interruption-free time to get things done atSpoke screenshot: Get insight on the number open requests, the auto resolve rate, and average resolution time for tickets atSpoke screenshot: Easily add items to the knowledge base as questions get answered

    Features

    Total features of atSpoke: 40

    • Access Controls/Permissions
    • Alerts / Escalation
    • Alerts/Notifications
    • Auto-Responders
    • Automated Routing
    • Cataloging/Categorization
    • Categorisation/Grouping
    • Chat/Messaging
    • Chatbot
    • Collaboration Tools
    • Content Management
    • Customizable Branding
    • Customizable Categories
    • Document Storage
    • Email Alerts
    • Email Management
    • Forum / Discussion Board
    • Full Text Search
    • Guided Problem Solving
    • IT Asset Management
    • Inbox Management
    • Interaction Tracking
    • Knowledge Base Management
    • Machine Learning
    • Multi-Channel Communication
    • Process/Workflow Automation
    • Projections
    • Question Library
    • Queue Management
    • Real-Time Chat
    • Reporting & Statistics
    • Reporting/Analytics
    • Request Assignment
    • SMS Messaging
    • Self Service Portal
    • Service Level Agreement (SLA) Management
    • Support Ticket Tracking
    • Third Party Integrations
    • Ticket Management
    • Workflow Configuration

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    Reviews

    Overall rating

    4,7 /5
    (35)
    Value for Money
    4,8/5
    Features
    4,3/5
    Ease of Use
    4,7/5
    Customer Support
    4,9/5

    Already have atSpoke?

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    Showing 5 reviews of 35
    Jordan N.
    Overall rating
    • Industry: Computer Software
    • Company size: 51-200 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    A Great Solution For Startups

    Reviewed on 2019/01/30

    My startup needed a platform to better manage employee requests. Prior to Spoke requests came in...

    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 P.
    Overall rating
    • Industry: Marketing & Advertising
    • Company size: 51-200 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

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

    Reviewed on 2019/06/26

    Spoke fills a great niche in the 50-250 person space in that it allows companies to do more with...

    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.

    Verified Reviewer
    Overall rating
    • Industry: Financial Services
    • Company size: 501-1 000 Employees
    • Used Daily for Free Trial
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Great AI Helpdesk System

    Reviewed on 2021/03/23

    It has allowed us to have users take care of an issue themselves instead of having to submit a...

    It has allowed us to have users take care of an issue themselves instead of having to submit a ticket and wait for us to get to it.

    Pros

    I liked that Spoke learns over time and it's easy to change keywords that it looks for. It makes it very easy for users to find solutions even before submitting a ticket.

    Cons

    It didn't always update tickets when using the Slack add-in. That feature needed some work and refinement.

    Myles R.
    Overall rating
    • Industry: Cosmetics
    • Company size: 201-500 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Spoke x Glossier

    Reviewed on 2019/06/25

    Pros

    The machine learning feature is still my favorite feature.

    Cons

    Currently that slack is the way to import users.

    Lucia S.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 201-500 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Amazing tool for everyday working-life with amazing customer service

    Reviewed on 2019/09/02

    Operations team/back office is using it as their main ticketing tool and knowledge base. Frequent...

    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 :) )

    Showing 5 reviews of 35 Read all reviews

    atSpoke FAQs

    Below are some frequently asked questions for atSpoke.

    atSpoke offers the following pricing plans:

    • Starting from: US$1,00/month
    • Pricing model: Subscription
    • Free Trial: Available

    Starter: $1 per user, per month (1 team) Standard: $2 per user, per month (up to 4 teams) Plus: $3 per user, per month (unlimited number of teams)

    We do not have any information about atSpoke features

    atSpoke has the following typical customers:

    2-10, 11-50, 51-200

    We do not have any information about what languages atSpoke supports

    atSpoke supports the following devices:

    atSpoke integrates with the following applications:

    Google Workspace, Slack

    atSpoke offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support

    Related categories

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