Thena Reviews

Thena helped to streamline and document our customer support over slack, which has helped us in several ways:

- Thena can provide exact reporting on how much value-add we provide to our customers;

- With Thena we can track long-running tickets by grouping requests together;

- Thena has 'kanban-ified' our support, which has brought a sense of agile into our team cadence.

.it's complete integration with slack allowing b2b companies to get their clients inside slack and see a dedicated ticketing system is mindblowing

Actually it has been pretty robust and providing new features

We had a poor support process with a messy slack config, now with thena we have all our clients in a single place

Thena has always been useful for making it possible to juggle customer requests, and their snappy new web interface is transforming how our support team works. In one view, we can see and respond to both the customer conversation and internal slack threads seamlessly, automatically organize requests by important customer details synced from other systems like Salesforce, and get automatic updates when feature requests or bug fixes are shipped to production. Two quotes I'd like to share to sum up our experience:

- From our support team: "New Thena web interface is _smooth_"

- From our customers: "...really love your system of following up with all requests"

What I appreciate most about Thena is its ability to integrate Slack support into our existing ticketing system without disrupting our established technical support workflows. This integration has allowed us to unlock an additional support channel we could offer to our customers and provide an enhanced customer support experience. The bi-directional integration between Slack and our ticketing system enables our customers to receive timely assistance without leaving Slack, while our technical support team can provide this support while working within existing processes.

Additionally, working with the Thena team has been great and I have really enjoyed partnering with them. They are not only responsive and helpful but also committed to understanding our needs and how they can continue to build a better product.

I do not dislike anything in particular. However this space is quite new so there is a lot of opportunity to build out additional features and robustness to Thena that would make it even more useful for us. The Thena team has been very receptive to feedback and always keeps me updated on progress, which I appreciate.

Using Thena allows me and my team to talk to our customers from one place, no matter how the customer is contacting us. That means we can answer emails in slack, respond to inquiries from our web portal in Slack, and of course, address issues sent via Slack, in Slack. Thena's triage system means we never miss a notification, and can keep track of who is answering what and when. And beyond the daily use, we can now go back to the Thena analytics, and combine that data with other customer communications, to truly understand the health of all accounts.

The CRM integration tools could be a little easier to use.

As a new post-sales leader at UpdateAI, I'm responsible for the entire customer experience. And while my title is Head of Customer Success, at our stage, Customer Success means success + experience + support + user research. I became THE person who talks to customers, and I wanted to do that through Slack as much as possible. I'm a big believer in Slack as the 'single pane of glass' and I wanted to make use of that. I evaluated other Slack-forward tools, and Thena was by far, the best of the bunch.

We use Thena to organize all of our customer interactions and mass communications in Slack.

Managing customers in Slack would be impossible without a tool like Thena. It allows us to keep our customer interactions conversational while driving ticket resolution on a customer issue or question in an efficient way behind the scenes.

Thena allows me to engage with customers in real time, while simultaneously collaborating with teammates on critical issues all within Slack. Without Thena, I would have to remove that real time component and force customers to reach out by email.

They've been great! They're very responsive to any issue that comes up, and are eager to hear feedback that will help them grow.

Staying on top of customer communications and creating actionable tickets to work identified issues.

When dealing with Slack external channels alongside your internal channels, it is really easy to have conversations and follow-ups fall through the cracks. I have been able to feel more assured that I can attend to conversations when the ball is in my court by using Thena. It's been enjoyable to augment my daily triage process with this tool.

It took a little bit of a mental-shift for switching my flow onto Thena, but this is unlike to the onboarding experience of any other productivity tool. The value I've gotten has defintely outweighed the small learning curve.

I can feel confident that I'm quickly triaging issues and reassuing customers via our slack channels.

We've naturally grown to have a lot of Slack channels with customers, and it became hard to manage. Thena has been a gamechanger for me and my team. They've made it easier for my customer-facing team to keep track of everything, not miss messages, and to get back to customers quickly. It helps me get more visibility into everything going on with our customers without needing to be in every channel or watching every thread. And the marketing feature has been awesome for sending out slack announcements about our new products. Ultimately it's enabling us to continue using Slack with customers as we grow.

This space is still pretty new so there are occasionally feature requests, but the team is super responsive, very helpful, and seems to really love customer ideas for shaping their roadmap.

Customer support

We have a lot of shared Slack channels with our customers, and Thena allows us to actually stay on top of all the messages, ensuring that we don't forget to reply to anything, and we're always replying in a timely manner. I love the reminders they automaticallly send if I haven't responded or closed a message within a certain amount of time. It also makes it incredibly easy to create support tickets from Slack - it's one of my favorite features - it saves a ton of time and provides customers with am amazing experience. We love Thena!

Honestly not much, it's still a new product so there are feature requests here and there, but the entire Thena team is super open to feedback and we feel like we have a great partnership with them.

We lose conversations with customers in Slack, which negatively impacts our relationships with customers - Thena helps us manage those, which ultimately leads to a better customer experience, better retention, faster support.