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.
Pricing starting from:
US$1,00/month
- Free Trial
- Subscription
Key benefits of atSpoke
Devices
Business size
Pricing starting from:
US$1,00/month
- Free Trial
- Subscription
Images
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
Alternatives
DeskPRO
LiveAgent
Zendesk
Alloy Navigator
Reviews
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- 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.
- Industry: Marketing & Advertising
- Company size: 51-200 Employees
- Used Daily for 6-12 months
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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.
- Industry: Financial Services
- Company size: 501-1 000 Employees
- Used Daily for Free Trial
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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.
- Industry: Cosmetics
- Company size: 201-500 Employees
- Used Daily for 1+ year
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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.
- 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 :) )
atSpoke FAQs
Below are some frequently asked questions for atSpoke.Q. What type of pricing plans does atSpoke offer?
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)
Q. What are the main features of atSpoke?
We do not have any information about atSpoke features
Q. Who are the typical users of atSpoke?
atSpoke has the following typical customers:
2-10, 11-50, 51-200
Q. What languages does atSpoke support?
We do not have any information about what languages atSpoke supports
Q. Does atSpoke support mobile devices?
atSpoke supports the following devices:
Q. What other apps does atSpoke integrate with?
atSpoke integrates with the following applications:
Google Workspace, Slack
Q. What level of support does atSpoke offer?
atSpoke offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support
Related categories
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