Thena

Thena is a ticketing system built on top of shared Slack channels for better support in Slack.

About:

Thena is the leading platform for B2B customer engagement and intelligence, built for the needs of modern businesses. Forward-thinking brands such as Mixpanel, Vercel, WorkRamp, incident.io, and Etsy use Thena to supercharge their customer facing functions by tapping into the synergy of AI and real-time messaging platforms like Slack.

Founded in 2022 and backed by First Round Capital and Lightspeed, we are a fast growing team spanning across Mountain View, New York City and Bangalore. We believe the future of customer communications is one of simplicity, unity, and empowerment.

Best fit for:

Employee Count: 50-750

Location: North America

Industries: Software

Job Titles: Customer Success and Customer Support

Key Features:

Ticketing system built on Slack
AI helping CSMs better manage customers
Global dashboard with analytics for leadership to see how customer success/support motion is performing
Thena can sync shared slack convos to a CRM for revenue oversight

Company Summary

Thena is a software company that helps businesses manage customer support through messaging platforms like Slack and Microsoft Teams. Their tools use artificial intelligence to turn customer messages into support tickets, making it easier for companies to keep track of and respond to customer needs. (thena.ai)

Price Estimate

Thena’s pricing details are not publicly available. For specific pricing information, it’s best to contact Thena directly through their website. (thena.ai)

Who is Thena for?

Thena is designed for businesses of various sizes, typically ranging from 50 to over 5,000 employees. It’s especially useful for:

Customer Support Teams: Managing and responding to customer inquiries.
Customer Success Managers: Ensuring customer satisfaction and retention.
Sales Teams: Handling customer communications and follow-ups.
Product Managers: Gathering feedback and addressing product-related questions.
IT Support Teams: Resolving technical issues reported by customers.

Industries that benefit from Thena include technology, finance, marketing, and healthcare. (thena.ai)

Features, Functionalities, and Benefits

AI-Powered Ticketing: Automatically converts customer messages into support tickets, saving time and ensuring no request is missed. (thena.ai)
Custom Fields: Allows businesses to create and assign custom fields to tickets for better organization. (thena.ai)
Service Level Agreements (SLAs): Set and track response and resolution times to meet customer expectations. (thena.ai)
Help Centers: Build and maintain a knowledge base to provide customers with self-service options. (thena.ai)
Multi-Channel Support: Manage customer interactions across Slack, Microsoft Teams, email, web chat, and forms from a single platform. (thena.ai)

Use Cases

Companies use Thena for:

Customer Support: Managing and responding to customer inquiries efficiently.
Customer Success: Ensuring customer satisfaction and fostering long-term relationships.
Sales Engagement: Handling customer communications and follow-ups to drive sales.
Product Feedback: Collecting and addressing product-related questions and feedback.
IT Support: Resolving technical issues reported by customers.

For specific customer success stories, you can visit Thena’s website. (thena.ai)

Who Are Their Best Customers?

Thena is trusted by top-performing teams, including:

Clickhouse: Improved efficiency by reducing manual management of customer channels. (thena.ai)
Oligo: Achieved their highest Net Promoter Score (NPS) by using Thena with customers. (thena.ai)
DX: Enhanced productivity and responsiveness to customer needs. (thena.ai)

What Makes Thena Different?

Thena stands out by integrating AI-driven ticketing directly into popular messaging platforms like Slack and Microsoft Teams. This approach allows businesses to manage customer support seamlessly within the tools they already use, enhancing efficiency and customer satisfaction. (thena.ai)