Spoke

Spoke

Resolve requests, don’t just track tickets.

4.8/5 (29 avis)

Spoke - Présentation

Spoke 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.

Prix

À partir de
1,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

États-Unis

Langues

anglais

Spoke - Avis

Note globale
4.8/5
97% d'avis positifs
23
Excellent
5
Très bien
1
Moyen
0
Médiocre
0
Horrible
Troy P.
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 26/06/2019
Provenance de l'avis : 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.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Jason W.
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 24/04/2018
Provenance de l'avis : 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.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Traduire avec Google Translate

Absolute Time Saver!

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 22/03/2019
Provenance de l'avis : Capterra

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!"

Avantages

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!

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Rose L.
Traduire avec Google Translate

We LOVE Spoke

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 30/01/2019
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Jordan N.
Traduire avec Google Translate

A Great Solution For Startups

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 30/01/2019
Provenance de l'avis : 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.

Avantages

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.

Inconvénients

I'd love to see more features! Spoke recently added forms for requests which is a good start.

Note détaillée

Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10

Spoke - Prix

À partir de
1,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

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)

Spoke - Fonctionnalités

  • Contrôle d'accès
  • Intégration de tiers
  • Notifications automatiques
  • Projections
  • Rapports et statistiques

  • API
  • Alertes et remontée des problèmes
  • Audit
  • Données en temps réel
  • Gestion des flux de travail
  • Importation et exportation de données
  • Interface glisser-déposer
  • Intégration des applications
  • Monitoring
  • Outils de collaboration
  • Rapports en temps réel
  • Suivi des activités
  • Surveillance en temps réel
  • Sécurité SSL
  • Tableau de bord d'activités

Plus d'informations sur Spoke

Spoke - Principales fonctionnalités

  • 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 base
  • Knowledge management
  • Live chat
  • Manage open requests
  • Respond to questions on Slack, email, SMS, and web
  • Service desk management
  • Third party integration

Avantages

  • Spoke 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).

  • Spoke 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.

  • Spoke’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.

  • Spoke’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.

  • Spoke - FAQ

    Voici quelques-unes des questions fréquentes sur Spoke.

    Q. Quels sont les types de licence disponibles pour Spoke ?

    Types de licences disponibles pour Spoke :

    À partir de: 1,00 $US/mois

    Type de licence: Abonnement

    version d'essai gratuite: Disponible

    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. Quelles sont les principales fonctionnalités du logiciel Spoke ?

    Fonctionnalités du logiciel Spoke :

    • 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 base
    • Knowledge management
    • Live chat
    • Manage open requests
    • Respond to questions on Slack, email, SMS, and web
    • Service desk management
    • Third party integration

    Q. Qui utilise Spoke ?

    Utilisateurs habituels du logiciel Spoke :

    PME

    Q. Dans quelles langues Spoke est-il disponible ?

    Langues dans lesquelles Spoke est disponible :

    anglais

    Q. Quels sont les types de licence disponibles pour Spoke ?

    Types de licences disponibles pour Spoke:

    Abonnement

    Q. Spoke prend-il en charge les appareils mobiles ?

    Nous n'avons pas d'informations sur les appareils pris en charge par Spoke.

    Q. Avec quelles applications Spoke peut-il s'intégrer ?

    Applications s'intégrant à Spoke :

    G Suite, Rippling, Slack

    Q. Quelles sont les ressources d'aide disponibles pour Spoke ?

    Ressources d'aide disponibles pour Spoke :

    FAQ, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo