Who Uses This Software?

Spoke gives any team that provides employee support a single place to manage employee requests, including IT, HR, and operations, and office management.


Average Ratings

21 Reviews

  • 5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $1.00/month/user
  • Pricing Details
    Everyone gets a full 14 days to trial Spoke.
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • Spoke
  • www.askspoke.com
  • Founded 2017
  • United States

About Spoke

Spoke is a simpler, smarter way to manage workplace requests. It has everything support teams like IT and HR need to keep employees happy and productive, including ticketing, knowledge management, and self-service powered by artificial intelligence (AI).


Spoke Features

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Capacity Monitoring
  • Compliance Management
  • Event Logs
  • Hardware Inventory
  • IT Budgeting
  • License Management
  • Patch Management
  • Remote Access
  • Scheduling
  • Software Inventory
  • User Activity Monitoring
  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning

Spoke Reviews Recently Reviewed!


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

Apr 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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.

Overall: 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.

We LOVE Spoke

Jan 30, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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.

Overall: 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.

Capterra loader

A Great Solution For Startups

Jan 30, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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.

Overall: 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.

Spoke has changed the way I triage and respond to help desk tickets

Apr 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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.

Capterra loader

Spoke makes ticket resolution wonderful!

Jan 30, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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.

Implementation was almost too easy.

Apr 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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.

Overall: Knowledgebase management,

Improved customer service

Training content management.

So far this seems to be just what we were looking for to help reduce repetition and wasted time!

Apr 26, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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.)

Overall: 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.

Spoke Has Been Amazing!

May 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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!

Great product especially for office management

Jan 30, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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.

Overall: 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.

Capterra loader

Made it fun to build out our knowledge base

Apr 24, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

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.

Total time saver!

Apr 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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!

Overall: Time saving! And an assistant that makes sure everything gets assigned and completed.

Overall experience has been positive. Love the product!

Apr 24, 2018
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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.

Overall: Unified support processes and a 'ticketing' system that doesn't make me want to claw my eyes out.

Great customer service, easy to use

Apr 24, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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.

Spoke is awesome!

Jan 30, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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.

Overall: 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.

The Best Transition I've Ever Had Help With!

Apr 24, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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.

Overall: Cutting out some of the basic tickets helps save me and my team time by almost having an extra set of hands.

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

Apr 24, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

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.

Overall: Ease of use and helps answer questions for staff.

Good

Jan 30, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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.

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

Apr 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

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.

spoke

Jan 30, 2019
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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

Capterra loader

Finally solves the problem of answering frequently asked questions

May 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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!

Overall: Efficiency of resources for a small organization that did not break the bank.

Jun 19, 2018
5/5
Overall