askSpoke

Reduce Internal Repetitive Requests

4,7 /5 (34 reviews) Write a Review!

askSpoke Overview

What is askSpoke?

askSpoke 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.

Spoke 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, Spoke will either answer it on the spot, or route the request to the relevant department. Because Spoke 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.

askSpoke Overview

Pricing

Starting from
US$1,00/month

Pricing options

Free Trial
Subscription
Value for money

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)


askSpoke Features

Devices
Business size
S M L
Markets
United States
Supported Languages
English

Media

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
askSpoke video askSpoke 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 askSpoke 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 askSpoke screenshot: Create a new team or use one of Spoke's templates for a head-start askSpoke screenshot: Manage employee requests and assign tickets to other members in one place askSpoke screenshot: Spoke’s knowledge base keeps track of all types of useful information askSpoke screenshot: Spoke’s friendly chatbot uses A.I. to automatically respond to questions on Slack, email, SMS, and web askSpoke screenshot: Spoke helps keep requests organized in one place for all support teams askSpoke screenshot: Employees get the info they need, allowing other team members to get interruption-free time to get things done askSpoke screenshot: Get insight on the number open requests, the auto resolve rate, and average resolution time for tickets askSpoke screenshot: Easily add items to the knowledge base as questions get answered

askSpoke Reviews

askSpoke Reviews

Overall rating
4,7
/
5
Excellent
26

Very good
6

Average
2

Poor
0

Terrible
0

Value for Money
4,8
Features
4,3
Ease of Use
4,7
Customer Support
5
94% recommended this app
Jordan N.

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.


Troy P.

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.


Myles R.

Spoke x Glossier


Lucia S.

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.


Jason W.

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.


Jordan N.
Industry: Computer Software
Company size: 51-200 Employees

A Great Solution For Startups

Used Daily for 6-12 months
Reviewed on 2019/01/30
Review Source: Capterra

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.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Troy P.
Industry: Marketing & Advertising
Company size: 51-200 Employees

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

Used Daily for 6-12 months
Reviewed on 2019/06/26
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Myles R.
Industry: Cosmetics
Company size: 201-500 Employees

Spoke x Glossier

Used Daily for 1+ year
Reviewed on 2019/06/25
Review Source: Capterra

Pros

The machine learning feature is still my favorite feature.

Cons

Currently that slack is the way to import users.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Lucia S.
Industry: Information Technology & Services
Company size: 201-500 Employees

Amazing tool for everyday working-life with amazing customer service

Used Daily for 6-12 months
Reviewed on 2019/09/02
Review Source: Capterra

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 :) )

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Jason W.
Industry: Financial Services
Company size: 11-50 Employees

Outstanding. A very targeted software that fits a specific need perfectly.

Used Daily for 6-12 months
Reviewed on 2018/04/24
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
9/10
Based on 34 user ratings
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askSpoke Pricing

askSpoke Pricing

Starting from
US$1,00/month
Free Trial
Subscription
Value for money

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)

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)

Value for Money
4,8/5
Based on 34 user ratings
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askSpoke Features

askSpoke Features

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auditing
Automatic Notifications
Collaboration Tools
Compliance Management
Data Import/Export
Data Visualization
Drag & Drop Interface
Monitoring
Real Time Data
Real Time Monitoring
Reporting & Statistics
Search Functionality
Third Party Integration
User Management
Workflow Management
Features
4,3/5
Based on 34 user ratings
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Categories

Additional information for askSpoke

Additional information for askSpoke

Key features of askSpoke

  • Artificial intelligence (AI)
  • Auto delegation
  • Auto resolve rate
  • Automated routing
  • Average resolution time
  • Cataloging / categorization
  • Chat bot
  • Collaboration
  • Community forums
  • Discussion boards
  • Email notifications / alerts
  • FAQ
  • IT service desk
  • Inbox / queue management
  • Knowledge management
  • Live chat
  • Manage open requests
  • Respond to questions on Slack, email, SMS, and web
  • Service desk management
  • Third party integration

Benefits

  • askSpoke 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).

  • askSpoke 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.

  • askSpoke’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.

  • askSpoke’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.

  • askSpoke FAQs

    askSpoke FAQs

    Below are some frequently asked questions for askSpoke.

    Q. What type of pricing plans does askSpoke offer?

    askSpoke 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 askSpoke?

    askSpoke offers the following features:

    • Artificial intelligence (AI)
    • Auto delegation
    • Auto resolve rate
    • Automated routing
    • Average resolution time
    • Cataloging / categorization
    • Chat bot
    • Collaboration
    • Community forums
    • Discussion boards
    • Email notifications / alerts
    • FAQ
    • IT service desk
    • Inbox / queue management
    • Knowledge management
    • Live chat
    • Manage open requests
    • Respond to questions on Slack, email, SMS, and web
    • Service desk management
    • Third party integration

    Q. Who are the typical users of askSpoke?

    askSpoke has the following typical customers:

    Small Business

    Q. What languages does askSpoke support?

    askSpoke supports the following languages:

    English

    Q. What type of pricing plans does askSpoke offer?

    askSpoke has the following pricing plans:

    Subscription

    Q. Does askSpoke support mobile devices?

    We do not have any information about what devices askSpoke supports

    Q. What other apps does askSpoke integrate with?

    askSpoke integrates with the following applications:

    Google Workspace, Rippling, Slack

    Q. What level of support does askSpoke offer?

    askSpoke offers the following support options:

    Phone Support, Online Support, Knowledge Base, Video Tutorials, FAQs