Spoke Features List

Spoke Reviews

Spoke

Automated help desk assistant powered by A.I.

4.79/5 (14 reviews)
530

Spoke Feature Summary

  • Live chat
  • Cataloging / categorization
  • Collaboration
  • Discussion boards
  • FAQ
  • Knowledge base
  • 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

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Third Party Integration (96 other apps)
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Competitor Feature Comparison

Spoke Feature Reviews

11 reviewers had the following to say about Spoke's features:

Anonymous
( company, 51-200 employees)

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

2018-04-24

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!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No
Read more
Heather Barnes

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

2018-04-26

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.

Pros

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.)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jared Fleitman

Made it fun to build out our knowledge base

2018-04-24

Pros

Great for remote teams. Easy to onboard.

Cons

Needs more robust onboarding tutorials, quick responses, feedback controls. Needs integration with cloud storage like Dropbox.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Temeka Cartwright

Implementation was almost too easy.

2018-04-24

Knowledgebase management, Improved customer service Training content management.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Greg Curtiss

Overall experience has been positive. Love the product!

2018-04-24

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

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jason Wilcox

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

2018-04-24

It is an excellent training and teaching tool to streamline users needs for information.

Pros

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

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Joe RUSSELL

The Best Transition I've Ever Had Help With!

2018-04-24

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

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 51-200 employees)

Total time saver!

2018-04-24

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

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!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Shannon Westbrook

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

2018-04-24

Ease of use and helps answer questions for staff.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Molly Ehlers

Great customer service, easy to use

2018-04-24

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ryan Donnon

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

2018-04-24

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more