Steven Juanes from Pantheon

This month, we are featuring Steven Juanes. Steven is the IT manager for Pantheon; he supports 150+ users and knocks down hundreds of requests each month. We asked him about working with Spoke, and how he’s finding the most value in the platform.
Find out how Steven is automating his work using Spoke!

Exclusive report: The state of employee requests in the on-demand workplace

Spoke is built from the ground up to power the on-demand workplace by delivering immediate access to knowledge and support. So we dipped into our data to share The State of Employee Requests in the On-Demand Workplace, highlighting trends and insights into employee ticket requests. The report details are based on anonymous data extracted from hundreds of companies using Spoke across dozens of industries.

The unprecedented growth in on-demand consumption is spilling over into the workplace, and employees are starting to expect the same convenience afforded to them in every other sector of their lives. This report reveals the emerging trend toward a more on-demand workplace.

Welcome to the on-demand workplace

Illustration of a man using an iPad to pick from business services

How often do you go channel-surfing vs. picking from Netflix or Hulu? Or when was the last time you called a restaurant for delivery, instead of opening Doordash or Uber Eats? When’s the last time you went to the mall?

Smart devices and better apps have changed our expectations. Today, when you need a ride, you open an app and tap a button or two. You don’t call the cab company early to schedule it, you don’t wait on the street corner hoping one will pass by. You choose the type of car and where you’re going. The app knows where and who you are, and even proactively lets you know when the ride’s getting close.

We want our consumer experiences to be fast, personalized, and easy.

We want things on-demand.

Picking up the thread: Introducing the ability to reply in Slack

Now, you can reply to a Spoke request, directly from Slack threads

Today, we’re taking our rich Slack integration to the next level by introducing threaded replies. Being able to reply directly from Slack has easily been one of our most common feature requests and we’ve been working hard on it for the past few months.

9 tips from Instacart’s Head of IT on being a successful modern IT leader

The term “modern” is thrown around a lot in IT—but what does it mean to put in practice?

At our most recent IT Kit Fireside Chat event, Spoke sat down with Anais Farges, Instacart’s Head of IT, to pick her brain about the tools, behaviors, and processes of the modern IT leader.

We took away nine key lessons from the conversation. Here’s what we learned.

New: Personalized ticketing with employee profiles

Sometime last year, I started to hear a theme in conversations with our customers. They sounded a bit like this: a small, centralized HR team was supporting employees across a global company. The company was growing quickly, and it was nearly impossible to keep up with knowing each and every new employee.

The number of asks for HR were also growing. For every ticket that came in, the admin would need to find the employee’s email, open a new tab, log into his or her HRIS, paste in the email, and look up the employee. Who was their manager? What office were they in? When did they join? All of this information was necessary just to start helping the employee.

How to overcome common misconceptions when adopting an A.I. tool at work

As the Head of Customer Success at Spoke, a big part of my job is helping new customers overcome hurdles they run into while onboarding our product.

While Spoke is an incredibly easy product to implement, this often entails more than providing training for new users and launch guides. Because Spoke uses newer technologies like A.I., the hurdles our customers face often arise from misconceptions about the technology.

We’ve found that there are three common misconceptions people face when onboarding an A.I. powered tool. I’ve detailed those misconceptions below—along with how we help customers overcome them.

Whether you’re onboarding Spoke or another A.I. based tool, consider these tips for dispelling common misconceptions and successfully implementing your new workplace tool. 

Spoke Product Awards

At the end of last year, when we were all feeling a bit reflective, we sent a survey to our customers. We asked users to vote for the Spoke product changes that made the biggest impact on their daily work, and workplace interactions. For starters, it’s a great way to get customer feedback, and to focus on outcomes and not just outputs. For another, it’s a great way to celebrate even the small features that we didn’t really stop to notice. Sometimes you’re running so fast and you feel like there’s so far to go, that you don’t appreciate how far you’ve come.

5 fresh recruiting techniques for hiring top talent in 2019

Two people looking at resume.

In a recent MRINetwork survey, 90% of recruiters reported that the current labor market is candidate-driven. Candidates are receiving more job offers and opportunities than ever before, making it much more difficult for HR teams to recruit and onboard top talent.

To hire top talent in 2019, HR teams need to adopt more modern recruitment strategies. Consider adding the following five recruitment techniques to your hiring strategies in the new year to adapt to job searchers’ expectations, drive interest in your opening, and engage potential employees—from their first interaction with your company to their first day on the job.

How to choose the right IT career path: Advice from IT leaders

IT Kit Presents: Career Growth in IT

Starting a career in IT can be fairly straightforward. You pick an area of focus, learn it, and eventually find someone to hire you to do that type of work. As you grow, though, the path forward can become much less clear.

Eventually, you have to ask yourself: “Should I continue working as an individual contributor and perfecting my technical skills, or is it time to move into IT management? It’s a tough question to answer. Being great with technology doesn’t guarantee that you’ll be great at managing people—or even enjoy doing it.

To help you make an informed decision when you come to a fork in the road of your IT career path, Spoke and IT Kit brought together four IT leaders for a panel discussion: