atSpoke Reviews

Spoke works great in our environment. We use slack for in-house communication and Spoke integrates well. It is easy to involve stakeholders in a ticket generated in Spoke without having to spin up new chat groups or channels each time an issue arises. Since everyone in your organization can use Spoke to resolve a ticket or make a request, Spoke works well as an intermediary in all sorts of circumstances.

This is more indicative of our particular environment, but we haven't been able to beef up Spoke's ability to auto-resolve requests. Auto-resolution works well for short, direct answers. In our case, those are few and far between. We still like that the option is there however.

We can get the question to the right person quickly. Since anyone can be assigned a ticket, we don't have to pay extra for agent seats. Custom labels help us prioritize open tickets, and task templates help us stay on track when we're onboarding new users.

Spoke is the best knowledge base we have found, after testing various applications. It is easy to learn, allows the employee to ask questions and the team responds by creating a new knowledge base for that question. But the main thing: it was very easy to insert all the material we already had inside Spoke, and keep it updated (Spoke has a control for reviewing the content). In addition, the support is always friendly and helpful.

I did not find any problems that prevent the use.

But as a suggestion for improvement: the size of the content display frame could be larger (or responsive), to facilitate the reading of longer content.

In addition, it would be interesting to allow embedding of YouTube videos or Google Drive documents.

Centralization of all knowledge of my business.

Avoid answering the same question to different people.

Encourages collaboration between employees.

Provides security and information for a new employee to perform tasks and find answers to their questions.

That it's conversation-based and ties into slack, no waiting for emails.

that there is no mobile app or mobile formatted site.

Stop using whatever you're using and use Spoke.

We've got a lot of workflows built-in that provide approvals without us having to step in.

Integration with Slack and Knowledge Base. Spoke fits so well in with our culture and how we interact with each other. Employees picked it up right away and have loved it. We are not a traditional desktop support team as we pride ourselves on have face to face or video conference to video conference to resolve issues and Spoke fits right in with that. The knowledge base also has helped us stay small, nimble and focus on the complex problems and have the knowledge base handle the repeat items. Also Spoke has allowed us to be beta clients for new features and have sessions with them to brainstorm ideas.

It was analytics, but that has improved so much, that there really is nothing I do not like. We like our data to ensure we are improving and initially the data had to come from our account manager, but that has changed overtime and now we get a ton of context from the app.

Desktop Support, Human Resources, Facilities, Cloud Infrastructure are all teams that are using Spoke today. Great efficiencies, high employee engagement, self solving rate. Enjoyment from the teams who manage the spoke requests as they get to work on the challenging problems as the quick easy one the self learning knowledge base addresses.

The seamless integration with Slack is a game-winner. atSpoke makes it so easy to have all the knowledge database in place and easy to reference it when requested. We have performed various tests to try to trick the self-learning machine but we find that once it is trained, the self-help aspect of atSpoke is just perfect. Customer service and customer support are outstanding. I never had an issue trying to get a hold of somebody and I always had my questions answered.

There are some things in the UI that I would like to have different. I would like to be able to have the complete list of users to be able to batch select and perform a single action that will affect the selection. I would like maybe more color schemes and maybe more customization options for the interface.

I highly recommend using the customer care program. They help you and walk you through all the behind the scenes setups that you can do with atSpoke. Taking advantage of the customer service helped us out a lot with the pre-launch and launch AND with our 30-day check-in to make sure that we are reading all the analytics properly.

Better response times and better resolution times. I totally believe that this tool is making it easier for people to get a hold of the support teams and get their questions answered without having to wait a long time for a response. I primarily will use the tool to measure our analytics across all our offices in the country. This will help me measure the most granular metric possible and continue to improve our customer service.

I love the ease of use for staff and customer service is great

The MS Teams app is still a work in progress for service staff but workable

Try it out for POC to see if it fits your needs

Helpdesk, Support Tickets and equipment requests

- Quicker to create tickets

- Easy to use

- Allows teams to responds to customers quickly

Be sure to find out every use of spoke. It has helped in multiple facets of my position and with internal communication. If you have slack, this is a great addition!

We are housing FAQs about the office, company, etc. as well as organizing work tickets for all departments. This helps in cross-departmental communication, making it easy to ask for help from someone across the office without interrupting workflows.

Again, the ticketing system we used was clunky. Spoke has helped with that. Also the KB lets the user look up answers to common problems (Office Addresses, Printer Names, etc)

It's very simple! Just follow the directions.

I am able to get IT help quick with Spoke.