Thena Reviews & Product Details

Thena is empowering our CSM team to scale our meaningful communications with our book of business. We're using marketing automations to send product updates to our strategic customers at scale via our collaborative Slack channels. The outcome is time saved for CS and a way to track engagement with our messaging to open up a feedback loop with customers. Review collected by and hosted on G2.com.

Thena is changing and developing quickly -- which is not a negative! It's already providing value today, even though it is in a beta phase. I really believe it can only improve from here. Review collected by and hosted on G2.com.

Thena helps us seamlessly manage, track and escalate customer success/support questions right in Slack. We have over 50 customer Slack channels to help onboard, train, and connect with our customers across SMB, MM, and Enterprise. Thena makes it super easy to have visibility into all the support questions coming in and deliver white glove service right where customers live. I also love the marketing automation functionality. We use it to send our monthly product updates which helps inform customers of exciting updates and allows us to engage with customers in a scalable and impactful way. In a world where everyone is working in Slack, Thena makes it easy to break through the noise and engage meaningfully with customers. Review collected by and hosted on G2.com.

As a growing company, some of the tasks are manual right now, but the Thena CS team has been amazing to work with! Review collected by and hosted on G2.com.

Thena is extremely beneficial for our CS team to ensure we keep track of communications with customers and meet our pre-defined SLAs for timely responses. Before integrating the tool, we had very little observability into our customer communications, and it was very difficult to ensure we weren't missing critical responses or follow-ups. We weren't willing to give up our high-touch Slack channels entirely, because it allowed for such close communication with our priority clients. Thena has been the perfect solution to help alleviate any issues with tracking Slack threads across our book of business. Review collected by and hosted on G2.com.

Very little at this time. Would love the ability to customize the "name" when Thena reacts to a customer thread to something other than Thena, but the team was very receptive when I suggested this enhancement. I'm excited to see the new features and functionality that they come up with! Review collected by and hosted on G2.com.

It's awesome to build trust around our Slack support management. We funnel all customer channels into a single place, where we can communicate internally, create tickets, etc. Thena's analytics also give us insight into average response time + average time to close tickets. Review collected by and hosted on G2.com.

Not much. It will be cool to see what they continue to build on analytics! Review collected by and hosted on G2.com.

It turns Slack into something that is manageable for supporting our customers. Very easy to setup and and configure and the team is there with you every step of the way. I use Thena every day and it's a game changer. They are adding features all the time and connecting it to our other systems is a breeze. Review collected by and hosted on G2.com.

Nothing to dislike about Thena it's a beautiful and easy to use product that solves a real problem. Review collected by and hosted on G2.com.

Thena helps me avoid losing track of important Slack threads with customers, and helps me prioritize and follow up on threads in a MUCH better way than I could with native Slack tools alone (reminders, marking unread, etc.). I don't have to disrupt my flow inside Slack to use Thena, and it's also great to have a separate Kanban outside Slack to get a more birds-eye view of relevant conversations. Review collected by and hosted on G2.com.

Some pieces of the Thena experience still feel a little "under-baked" at the moment, but that is to be expected for a new product. (For example, handling false positives on request detection, or self-service configuration of the various Thena behavior options.) The Thena team is always very responsive to feedback, and when we discuss our workflows, it's clear they are thinking deeply about how things should work - and aim to build what we actually need, not merely what we say we want. Review collected by and hosted on G2.com.

I really enjoy working with the Thena team. Their responsiveness make the relationship feel truly collaborative, and they have been able to make many small product enhancements since we started working together. I communicate with my customers primarily via Slack, which is great in many ways but it can be easy to miss or forget about requests that are buried in threads. Thena helps me by flagging potential requests and allowing me to organize my open items in their dashboard as well as interact with the requests within Slack for cross-functional visibility. My team and I can understand the status of a request quickly, or can jump in if additional support is needed. Review collected by and hosted on G2.com.

Not much! Thena is a new company, so naturally, there are enhancements that are planned but not quite ready for release. That being said, I feel that the Thena team makes time for my feedback and as I mentioned previously, has already implemented many of the requests that I have made. I look forward to seeing what comes next! Review collected by and hosted on G2.com.

I think they have a great team that is willing to take feedback and make product updates accordingly. It's been great for my team to track and analyze our customer Slack channels. Definitely recommend if you need help managing customers in Slack! Review collected by and hosted on G2.com.

Currently, their Marketing Automation leaves much to be desired BUT it's very clear the team is moving quickly to ship features and smooth out the overall experience. Looking forward to their Jira integration as well. Review collected by and hosted on G2.com.

Thena makes customer conversations thst occur over slack super easy to manage.

You can work from the Slack UI or from a simple Web UI, and know the status of customer conversations or issues in a matter of mins Review collected by and hosted on G2.com.

Nothing yet, Thena is still an early stage company and they are continuing to develop the features that we need to better serve our customers.

Excited to see what more they come up with Review collected by and hosted on G2.com.

- More efficient management of Slack

- Better relationships with both internal teams and external customers

- Ability to keep track of all items, in a single place Review collected by and hosted on G2.com.

- Slack applications are limited in how they perform, and can sometimes put restrictions on how the app interface is used Review collected by and hosted on G2.com.