Thena Reviews & Product Details

Thena immediately turned Slack for us from a liability into an asset. Before Thena, we were struggling in managing our customers in Slack, and we were actually going to move away from it entirely. It just did not scale as we grew. Thena makes it easy to support customers in Slack without the headache. We are BIG fans.

Onboarding was super easy, as was implementation. Their customer support / success team is great. We use their product hundreds of times a day, and it never fails us. Review collected by and hosted on G2.com.

Honestly not much. We submit feature requests here and there - and their team is always on top of it. We love Thena. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Handling the volume of requests as we onboard new customers and support existing customers on Slack was a challenge that is now manageable largely because of Thena. Thena has made it easy to keep track of all types of customer requests and allows us to maintain a great CX as we scale.

I love the having the ability to assign requests and collaborate internally without needing to tag in team members on a customer-facing thread. We're leveraging the tag management features to identify trends to better serve our customers and the channel / global settings provide the flexibility that we need to scale.

The entire Thena team has been fantasic to work with and there's no doubt that they're focused on their mission to end Slack chaos! Review collected by and hosted on G2.com.

As with any new product, there are some features that would be nice to have, but the Thena team has been really receptive to feedback and they are regularly releasing impactful features. Review collected by and hosted on G2.com.

Thena has been incredibly valuable in the management of my customer Slack channels. As a small company, we handle over 30+ customer Slack channels independently. Thena helps me triage our customers' voices and help our teams have ownership. It was easy to implement and helped the rest of the team to adapt quickly.

It also provides one of my favorite features, providing overviews of message volume over time, helping us monitor the response times, and highlighting the busiest channels. This analytics feature is instrumental as we consider scaling our support efforts and anticipate growing volume. We also use an internal helpdesk to track internal requests. Sending CSAT to our customers to understand the satisfaction rate. Review collected by and hosted on G2.com.

Nothing specific that I dislike about Thena.

Currently, we do not have placeholders to personalize marketing content, and we look forward to having more features related to external communications. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

We were about to stop offering customers dedicated Slack channels because it became too much to manage, even though we knew it led to a much better customer experience. Thena has enabled us to actually embrace Slack once again, and now we're able to scale sustainably with dedicated channels for customers! Review collected by and hosted on G2.com.

Not much, it's been super helpful in getting our response times down. Review collected by and hosted on G2.com.

Thena allows our team to operate within Slack and optimize our customer support processes. It is streamlined and easy to understand. I don't have to worry about where things are, and it keeps our support function efficient because they can stay in just one platform. Review collected by and hosted on G2.com.

Not much to say here, their team listens to us and keeps us happy. Review collected by and hosted on G2.com.

A few key benefits our team has seen from using Thena:

1. Streamlined Slack support. Customer tickets are finally centralized in a single place, escalated to the correct team member, and able to be closed out in a timely manner.

2. Increased visibility into ticket volume, request types, and more. We previously had no tracking around our Slack support, outside of our normal help desk.

3. Great functionality for sending out mass communications to customers via Slack. Review collected by and hosted on G2.com.

The message builder for sending out communications could be a bit more user friendly. Right now it requires comfortability working with JSON. I believe this is more of a limitation on Slack than Thena though.

No other complaints at this point. Review collected by and hosted on G2.com.

I'm in product at a small startup and was trying to build a "voice of the customer" summary sprintly for my team. I needed a solution for analyzing the communication in our many slack connect customer support channels and our community slack. What I found in Thena was a tool that helped me do that, but also helped our engineering team keep track of all the requests coming in from our customers and open source users.

I was concerned that whatever new tool we implemented would create friction or a ton of process change for our engineers, but Thena require either 0 or very very minimal change to the way engineers work with our customers in slack. This is probably the best part in my opinion, because it allows Thena to go in so easily and transparently. I actually turned it on and then I told them after a week "we're implementing this new tool and you've already been using it for a week".

When the engineers saw the channel thena sets up to aggregate requests and allow us to chat about them, and realized they could just watch that channel they got really excited.

On top of that, its AI analyzes and tags the threads so I can make the voice of the customer for my team! Review collected by and hosted on G2.com.

I wish it aggregated both of our slack instances into the same alerts channel that exists in our company slack. Review collected by and hosted on G2.com.

We're an iPaaS vendor with customers who are software companies. Our customers overwhelmingly prefer Slack for support.

When we were a support team of one, managing customer support requests with the built-in "Remind me in X minutes" Slack feature was fine. When we scaled our support team, that obviously wasn't a tenable option. We needed a way to intercept and account for all customer requests that came in, with the option to link requests to engineering tickets, delegate requests to specific people in our org, etc.

Thena definitely made that easy. We have one centralized place to see all open customer requests, and have a great metrics dashboard so we can identify trends in requests. Since implementation a few months ago, we've managed a few thousand customer requests.

One thing I've really liked is the product announcement feature - you can create a Slack block with images, etc., and schedule the message to be sent to a subset (or all) of your customers. It's a great way to announce new features to customers, and track engagement after making the announcement. Review collected by and hosted on G2.com.

We needed a couple of integrations that Thena didn't have at first (Salesforce, Shortcut), but Thena delivered those in a timely way.

We had a couple of instances where Thena missed a customer's message, but Thena support quickly identified and resolved the issue, and we haven't seen that problem pop up again. Review collected by and hosted on G2.com.