Spoke

Spoke provides a communications and conversation-review platform aimed at organizations in regulated industries, with an emphasis on conversations that take place on mobile devices rather than only at the desk. The company positions the problem as customer calls, SMS and WhatsApp messages conducted on personal or mobile handsets falling outside corporate systems, leaving them unrecorded and outside compliance and coaching workflows.

The offering consists of two products. Spoke Phone covers calling and messaging, logging and controlling every call and message between employees and customers on both mobile and desktop, and functioning as a corporate phone system with two-way business messaging. Spoke Enlighten automatically reviews conversations against an organization's own standards so managers can identify who needs coaching, supporting call QA and continuous improvement. Marketed use cases include compliant mobile brokers, field teams, frontline retail, HIPAA-compliant healthcare, call QA and coaching, and increasing sales win rates. The platform integrates with CRM, compliance systems and internal tools, and publishes a developer API, change log and system status page.

Business model

Spoke sells subscription software to businesses, with pricing published on its website and a sales-led motion built around booking a demo or a sales call; customers access the service through mobile apps and a web login, with customer support and user manuals provided.

Traction

The company states its platform powers more than 5 million conversations every week and cites customer outcomes of 100% of mobile conversations captured, an 80% reduction in manual post-call work, a 40% decrease in new-hire ramp time and a 15% lift in term performance on average. A published testimonial comes from a user at a US freight brokerage who describes consolidating the company's work network onto mobile using Spoke Phone.