askSpoke Pricing, Features, Reviews & Comparison of Alternatives

askSpoke

Reduce Internal Repetitive Requests

4.71/5 (34 reviews)

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.
www.askspoke.com

Pricing

Starting from
$1/month
Pricing options
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States

Supported languages

English
askSpoke screenshot: Spoke’s knowledge base keeps track of all types of useful informationSpoke OverviewaskSpoke screenshot: Spoke’s friendly chatbot uses A.I. to automatically respond to questions on Slack, email, SMS, and webaskSpoke screenshot: Spoke helps keep requests organized in one place for all support teamsaskSpoke screenshot: Employees get the info they need, allowing other team members to get interruption-free time to get things doneaskSpoke screenshot: Get insight on the number open requests, the auto resolve rate, and average resolution time for ticketsaskSpoke screenshot: Manage employee requests and assign tickets to other members in one placeaskSpoke screenshot: Easily add items to the knowledge base as questions get answeredaskSpoke screenshot: Create a new team or use one of Spoke's templates for a head-startaskSpoke 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..." sectionaskSpoke 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 reviews

Value for money
Features
Ease of use
Customer support
  4.8
  4.3
  4.7
  5.0
Jordan Nelson

A Great Solution For Startups

Used daily for 6-12 months
Reviewed 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
Features
Customer support

Likelihood to recommend: 8/10

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Troy Parish

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

Used daily for 6-12 months
Reviewed 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
Features
Customer support

Likelihood to recommend: 10/10

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Myles Rayfield

Spoke x Glossier

Used daily for 1-2 years
Reviewed 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
Features
Customer support

Likelihood to recommend: 7/10

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Lucia Siebenstichová

Amazing tool for everyday working-life with amazing customer service

Used daily for 6-12 months
Reviewed 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
Features
Customer support

Likelihood to recommend: 10/10

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Jason Wilcox

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

Used daily for 6-12 months
Reviewed 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
Features
Customer support

Likelihood to recommend: 10/10

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askSpoke pricing

Starting from
$1/month
Pricing options
Subscription
Free trial
View Pricing Plans

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

Access Control
Automatic Notifications
Permission Management
Reporting & Statistics
Third Party Integration

API (382 other apps)
Activity Dashboard (207 other apps)
Activity Tracking (109 other apps)
Alerts / Escalation (110 other apps)
Auditing (109 other apps)
Collaboration Tools (106 other apps)
Compliance Management (113 other apps)
Data Import/Export (141 other apps)
Data Visualization (102 other apps)
Drag & Drop Interface (110 other apps)
Monitoring (253 other apps)
Real Time Data (101 other apps)
Real Time Monitoring (128 other apps)
Role-Based Permissions (96 other apps)
Workflow Management (132 other apps)

Videos and tutorials

Additional information for askSpoke

Key features of askSpoke

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

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.