[ Thena Reviews ](https://www.g2.com/products/thena/reviews) [ Thena Reviews ](https://www.g2.com/products/thena/reviews) # Thena Features ##### ## Platform (6) Mobile User Support Allows software to be easily used on multiple mobile devices include phone and tablet devices. Customization Allows users to customize chat colors, text, logos, and branding. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Integration Integrates with other customer service software to improve support and enhance functionality Reporting Provides analytics tools that reveal important business metrics and track progress Dashboards Displays important metrics relating to performance Show More ##### ## Ticket and Case Management (8) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions Automated Response Respond to common requests with standard reply SLA Management Offers tools for managing and tracking service-level agreements (SLAs) Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Customer/Contact Database Central repository for account and contact information Show More ##### ## Communication Channels (3) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket Live Chat Support Ability for customer service agents to communicate with customers via live chat to solve problems live Show More ##### ## Channels (2) Multi-Channel Coverage Software incorporates multiple digital communications channels. Open Listening Allows incorporation of inbound contacts from non-marketing channels. Show More ##### ## Design (5) Communications Strategy Development Allows planning and deployment of an overall communications strategy. Create Content Includes or integrates with content creation apps. Personalization Outbound communications are segmented and personalized. Inbound Identification Inbound contacts are identified and handled based on history. Regulatory Compliance Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. Show More ##### ## Conversational Platform (4) Personalization Identifies the customer and personalizes interaction at every touchpoint. Omnichannel Allows multiple related channels to interact at once to reduce transfers. Contextual Engagement Prompts agents to engage customers based on contextual data, such as product usage or conversation history. Proactive Engagement Provides features for sending outbound messages to engage customers through proactive support. Show More ##### ## Support Automation (4) Intelligent Routing Can route contacts to agents the customer has worked with before. Seamless Escalation Provides features for escalating conversations to the appropriate agent. Transcripts Maintains a transcript of conversations from all channels. Self-Serve Support Enables customers to resolve queries or issues without the assistance of an agent. Show More ##### ## Messaging Channels (4) SMS Messaging Ability to send reminders via SMS messaging to a mobile device Email Ability to send proactive notifications via email Voice Messaging Ability to send reminders via voice messaging Two way messaging Ability to support a two way messaging/conversation between customer and customer support agent Show More ##### ## Administration (4) Scheduling Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages Triggered Notifications Provides the ability to automate notifications based on user behavior Segmentation Ability to segment audiences based on device type, location, demographics, customer behavior, etc. Integrations Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software) Show More ##### ## Experience (2) Telemetry Collection Deploys an agent directly to the employee endpoint and measure real-time end-user experience from that vantage point. Feedback Allows for the collection of feedback (e.g. push notifications and surveys) to collect feedback from employees. Show More ##### ## Management (5) Digital Experience Score Measure, manage and act on the key drivers of your digital employee experience, Alerts Alert on easily configurable events over email to multiple parties. Budget Analysis Provides information related to unnecessary spending and unused resources relating to employee technologies. Remediation Provides prebuilt scripts and configurable solutions which allow IT to remediate issues. Optimization Gives clear guidance on what issues to prioritize, based on experience impact. Show More ##### ## Performance (3) Performance Monitoring Provides tools to track and measure application or website performance. Issue Tracking Track problems and manage resolutions related to end-user experience issues. Resource Monitoring Tracks infrastructure resource needs and alerts administrators or automatically scales usage to minimize waste. Show More ##### ## Generative AI (6) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Agentic AI - Help Desk (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ## Top-Rated Alternatives [ ![Pylon](https://images.g2crowd.com/uploads/product/hd_favicon/6186416725dd54b02b5d7d0a74b71289/pylon-pylon.svg "Pylon") Pylon 4.7/5(111) ](https://www.g2.com/products/pylon-pylon/reviews) [ ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") Freshdesk 4.4/5(3,752) ](https://www.g2.com/products/freshdesk/reviews) [ ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5(6,999) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ View All Alternatives ](https://www.g2.com/products/thena/competitors/alternatives) Thena Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_27a988763965e4bc114f06bca7bb23f9/pylon-pylon.png "Product Avatar Image") Pylon 4.7/5(111) [ Compare Now ](https://www.g2.com/compare/pylon-pylon-vs-thena) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_6b9dffc649ce2c3f5e12ffed254cf5aa/clearfeed.png "Product Avatar Image") ClearFeed 4.6/5(160) [ Compare Now ](https://www.g2.com/compare/clearfeed-vs-thena) ##### Categories on G2 [ Help Desk ](https://www.g2.com/categories/help-desk)[ Conversational Support ](https://www.g2.com/categories/conversational-support)[ Customer Communications Management ](https://www.g2.com/categories/customer-communications-management) [ Proactive Notification ](https://www.g2.com/categories/proactive-notification)[ Digital Employee Experience (DEX) Management ](https://www.g2.com/categories/digital-employee-experience-dex-management) Show More ##### Explore More [ Most popular community management tools for online platforms ](https://www.g2.com/discussions/what-are-the-most-popular-community-management-tools-for-online-platforms)[ Which ERP platform is best for managing app development projects ](https://www.g2.com/discussions/which-erp-platform-is-best-for-managing-app-development-projects)[ Best APM tools for SaaS companies ](https://www.g2.com/discussions/best-apm-tools-for-saas-companies) [ What is the most affordable media targeting solution for small teams? ](https://www.g2.com/discussions/what-is-the-most-affordable-media-targeting-solution-for-small-teams)[ What are the top endpoint security services that provide actionable intelligence about threat actors without generating alert fatigue? ](https://www.g2.com/discussions/what-are-the-top-endpoint-security-services-that-provide-actionable-intelligence-about-threat-actors-without-generating-alert-fatigue%20)[ Pros and Cons Details ](https://www.g2.com/products/thena/reviews?qs=pros-and-cons) Show More [ Most popular community management tools for online platforms ](https://www.g2.com/discussions/what-are-the-most-popular-community-management-tools-for-online-platforms)[ Which ERP platform is best for managing app development projects ](https://www.g2.com/discussions/which-erp-platform-is-best-for-managing-app-development-projects)[ Best APM tools for SaaS companies ](https://www.g2.com/discussions/best-apm-tools-for-saas-companies) [ What is the most affordable media targeting solution for small teams? ](https://www.g2.com/discussions/what-is-the-most-affordable-media-targeting-solution-for-small-teams)[ What are the top endpoint security services that provide actionable intelligence about threat actors without generating alert fatigue? ](https://www.g2.com/discussions/what-are-the-top-endpoint-security-services-that-provide-actionable-intelligence-about-threat-actors-without-generating-alert-fatigue%20)[ Pros and Cons Details ](https://www.g2.com/products/thena/reviews?qs=pros-and-cons)