New enhancements to the atSpoke for Slack experience support rise in Slack usage by dispersed workforces
atSpoke, the modern workplace operations platform, announced new features added to the atSpoke for Slack experience, to further their mission to help internal support teams to deliver better employee service faster. Through this powerful combination, organizations turn messy support channels into a complete AI-powered service desk and deliver fast, convenient, and personalized support to employees, increasing remote work productivity.
atSpoke was built from the ground up to work in Slack for a seamless, rich experience that’s just like having a conversation. atSpoke improves accessibility for the entire organization, replacing the need for clunky ticket forms and unfamiliar, complicated processes with a tool that employees already know and love. Without leaving the Slack application, employees can direct message or @mention the atSpoke bot to create and edit requests, check for updates, and get the answers they need—fast. Managers and team agents can also ask clarifying questions, take action, and approve requests directly within Slack for a smooth overall experience.
Slack is the leading channel-based messaging platform, used by millions to align their teams, unify their systems, and drive their businesses forward. Recent atSpoke data shows that as more employees work remote resulting from the COVID-19 pandemic—causing a 13% increase in Slack usage—customers that used the tool actually experienced improved productivity:
- Response rates were two times faster for customers using Slack.
- There was a 10% reduction in response times for Slack users, while non-Slack based customers experienced a 5% increase in response times.
- Ticket resolution times decreased 15% for Slack-based customers.
“We were tired of being reactionary with our support channels and wanted more space to be proactive. Now, our teams are getting almost no ad hoc requests and about 90% of all requests come through atSpoke, dramatically reducing agent time previously wasted on fielding requests or manually creating tickets,” said Joey Douthwaithe, employee technology manager at Root Insurance. “Even better, atSpoke auto-resolves about 30% of incoming Slack requests and automatically triages 96% of service tickets to the right team while giving the user visibility on who will be helping them. At this point, atSpoke is built into the core internal operations of Root.”
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