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.
This expectation is rapidly coming into the workplace. Tools like Slack and Zoom help connect employees in real time — making emails feel redundant (and voicemails positively jurassic). Companies are shifting to flexible hours and embracing remote workers. Employees are often empowered to use whatever tools or apps they need, without having to get the go-ahead from IT anymore. The on-demand workplace is here, and it’s here to stay.
Internal service and support teams that keep the company going — teams like IT, HR, and Finance — need to adapt. If they can’t provide the same quick, personalized support that employees expect in their personal lives, these departments will quickly start to feel sluggish and antiquated. Employees will simply start to work around them, helping themselves to outdated information and setting up shadow processes.
In contrast, teams that adapt to the on-demand workplace will become office heroes. They meet their co-workers where they need help instead of forcing them to adhere to a specific workflow. They’re spending precious resources on projects that have the most impact — automating the repetitive requests, so they can cultivate deeper personal connections with co-workers.
Traditional internal ticketing and support tools emphasize process over people, and are unable to integrate with the demands of this on-demand workplace. They are nowhere to be found in apps like Slack. They haven’t adapted to the modern office’s fragmentation of knowledge and tools. They’re wed to time zones, headquarters, and clunky workflows with long, annoying forms. They are anything but on-demand.
Spoke was built from the ground up to support the on-demand workplace. Our A.I. helps employees help themselves by automatically answering repetitive questions, so support teams can focus on longer-term projects and more personal connections. When employees needs direct support — where they’re working: in Slack, email, browser or SMS — we automatically help them identify the type of request and which team to send it to. For the team members on the other side of the request, we automatically fill in important context about the requester, like their job title and manager.
“What it’s done is give me my time back to do my job. To focus on my projects.”
Chazlee A., People Ops, Evernote
For fast-growing companies like DoorDash, Anki, StockX and Allbirds, Spoke makes everything about ticketing easier — so support teams can resolve requests faster and employees get what they need, when and where they need it — resulting in a happier, more productive workplace.
Ready to start supporting the on-demand workplace? We’d love to show you how Spoke can help your team start delivering faster, personalized support to the rest of your organization.