Honey’s IT Team answers 25% of requests automatically with Spoke

Company

Honey

Industry

Technology
Peter Hadjisavas
IT Manager

When Peter started, there wasn’t an IT team. Honey was trying to scale while using multiple, overlapping business tools. Knowledge resources were fragmented across them all. Teams needed to leave their tool to communicate cross-functionally. Information was increasingly scattered and difficult to find. The burgeoning team of 80 needed a better solution.

Honey is the rapidly-scaling startup behind the popular Chrome extension and app Honey. The company helps users save money by automatically finding and applying coupon codes at checkout. Honey also offers other tools that can help members track a product’s price history and alert them when the price drops. “We like to say it helps make the world just a bit more fair, and makes sure everyone gets the best price,” says Peter Hadjisavas IT Manager at Honey. 

The challenge

When Peter started, there was no IT team. Honey was trying to scale while using several, overlapping business tools. Knowledge resources were fragmented across them all. Teams needed to leave their tool to communicate cross-functionally. Information was increasingly scattered and difficult to find. The burgeoning team of 80 needed a better solution.

“We had teams using multiple ticketing products, Engineering in JIRA, Customer Support in FreshService. In my experience, these legacy ticketing systems become a burden. Not just on the end user, but on me. I end up writing all the tickets because end users refuse to use the tool.”

Peter needed something lightweight that colleagues would actually use. The team was attracted to Spoke, not just because Spoke allows users to access information on demand; Peter was particularly excited about the integrated knowledge base as well.

“We never had a centralized knowledge base. Some knowledge was in Confluence, some knowledge was in Google Drive, so we were pretty scattered with our information. It was important that the tool we chose was able to unify all of this knowledge, while being easy to use.”

Growing with Spoke

Honey started small, moving just the IT team into Spoke before launching company-wide. The team focused on creating knowledge resources to answer some of the most common requests they receive. Questions like “Where is the printer?” or “What’s the guest wifi?” By focusing on building knowledge resources, Peter was able leverage Spoke’s automatic chat reply to answer the easy questions without a human. With 25% of requests resolved automatically, Team Leads had more time to spend on the important projects.

When change happens, or a new tool is rolled out, there are always users who are slow to adopt. In many cases, they still Direct Message questions to team leads. With Spoke, team leads can use app actions to turn those Slack messages into requests. Peter describes it best:

“We’re a startup! We’re very friendly, we’re team oriented, so it’s very hard for me to ask “Did you make a ticket? No? Well then I can’t help you.” With Spoke’s Slack integration, I can click a button and make the message into a ticket. Not only does that heighten awareness to that person that they should use Spoke next time, but it also just takes two seconds, AND I don’t have to immediately respond.”

Since switching to Spoke, Honey has moved multiple teams onto the platform. Honey has even used Spoke to speed up service requests using Spoke’s Request Types to collect information and cut down on the back and forth. As  Peter explains: “We’ve developed such a high level of Customer Service here in the IT department, that our standard is set much higher than many other applications would allow us to give.”

 

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