Thena has made it so much easier to support our prospects and customers in Slack. We're a Slack first company and have most of our sales prospects and customers in slack so it's critical that we can offer the best experience as someone would expect in Slack. With Thena, we've made it much easier for our teams to triage messages and ensure we don't let anything slip through the cracks. Love that it is also subtle and doesn't feel like we're automating the messages in any way. Our teams can also spend less time jumping through 100s of channels a day to find messages. Review collected by and hosted on G2.com.

Nothing to dislike but would love to see more connections with our CRM for automatic tagging and more customer info. Sounds like that's coming soon so I'm excited to get into that. Review collected by and hosted on G2.com.

Thena has allowed us to capture a massive amount of previously untracked Helpdesk activity happening in Slack. The testing, contracting, and implementation process was seamless can we recevied a great deal of support pre and post purchase which has made integration and maintenance a breeze. We currently have several dozen tickets a day being created via Thena. Both our agents and users have been very impressed with the solution as it's easy to use and very non-invasive.

The team Thena continues to incorporate our feedback into the product's development and I'm very optimistic about the platforms future. Review collected by and hosted on G2.com.

No obvious downsides. I was anticipating some pushback or questions from end users but that never came. Review collected by and hosted on G2.com.

The UI is great and it makes standing up a support queue quick and easy. With Slack and now email to Slack, it has allowed us to create a support experience that meets our customers where they are. Review collected by and hosted on G2.com.

Nothing to note. They are early stage so still lots to build but have had an amazing experience thus far. Review collected by and hosted on G2.com.

We have a slack channel with nearly every customer and prospect. Managing the volume of inbound requests and tracking the status of each of them would be absolutely overwhelming without Thena.

Thena's Marketing Automation also allows us to update all of our customers every week with minimal overhead. It's so valuable! Review collected by and hosted on G2.com.

It's the early days for Thena so there are definitely some features that are lacking and it could use some more integrations, but for what it is capable of doing I can overlook these shortcomings. I can't wait to see what they build next! Review collected by and hosted on G2.com.

Thena makes it easy to track all inbound requests coming from our customers in Slack. It seamlessly integrates our Slack communication into Zendesk for visibility and tracking with our technical support team. Additionally, the Thena team is super responsive to our questions and always jumps into help us quickly. Review collected by and hosted on G2.com.

Nothing notable here - If I had to mention something, Thena has some work to do on additional integrations and their roadmap, which we're excited to adopt those features when they're released. Review collected by and hosted on G2.com.

- Creates incredible visibility across all connected Slack channels!

- Provides great overall visibility on key engagement metrics (messages per week/month, # of users engaged)

- I LOVE their SLA escalation functionality for in-time responses on ANY Slack messages! By allowing to forward such SLA breaching messages to a dedicated private (management) channel we immediately create transparency for our executives in Customer Success and Support Review collected by and hosted on G2.com.

- Enhance automation features (e.g. sending pre-defined massages once SLAs hit and/or allow keyword search/highlighting e.g. if customer uses the words "escalate")

- Deepen analytics capabilities (help report on community functions e.g. who are my top engaged Slack channel members this month) Review collected by and hosted on G2.com.

Thena is the ultimate Slack Support Tool for Effortless Customer Connections. I had the opportunity to implement Thena on my work space, and I was thoroughly impressed. Its intuitive interface allowed for easy ticket creation and streamlined communication with customers through Slack. The exceptional support and smooth integration with existing ticketing systems make Thena a must-have tool for organizations seeking efficient customer support. Review collected by and hosted on G2.com.

One potential area where Thena can improve is the absence of a feature that allows for the integration or retrieval of CSAT (Customer Satisfaction) data from surveys filled by customers via Slack on the ticketing tool (Intercom). This limitation makes it challenging for our organization to conduct comprehensive analysis and obtain an overall assessment of customer satisfaction based on the survey feedback. Review collected by and hosted on G2.com.

Thena's ability to essentially track and act on every Slack interaction with a customer makes it such a powerful tool when trying to create champions within companies. Suppose you regularly use shared Slack channels as a medium of communication. In that case, it's so powerful to measure those interactions, see who is engaging, and then sned what needs to be a support inquiry straight into Zendesk. Review collected by and hosted on G2.com.

Customizing what you can do with Slack messages has room to grow. For example, custom rules on how each shared Slack channel behaves when interacting with Thena regarding the messages that Thena posts in those channels for all to see (ticket status, CSAT, etc). Review collected by and hosted on G2.com.

Thena is a super slick way to manage external channels and support with customers. We're a Slack heavy shop and we built our own workflows to manage internal and external channels. It was starting to be difficult to maintain so we tried out Thena and within a week, we turned off our own workflows and trained the team on Thena. Excited to see how the tool continues to progress and the value it adds to our support process! Review collected by and hosted on G2.com.

Like any early stage product, there are always small features missing, but the team is incredibly responsive and quick to make fixes so this wasn't any sort of blocker for us. Review collected by and hosted on G2.com.

Thena has quickly become an important part of our customer engagement strategy for our top customers. As the Director of Customer Success & Retention, Thena gives me visibility into the engagement levels within our shared Slack channels and saves me hours of weekly scrolling through Slack channels to stay up-to-date on customer conversations. With Thena integrated into our Slack workflow, our team responds to customers more quickly - often within minutes instead of hours or days. It's also much easier for the team to cover for each other when someone is out of the office. Another key feature of Thena that has been instrumental for my team is the marketing automation feature. We have used this feature to craft messages with important product updates, announcements, and even invitations to join early access programs. We've seen increased engagement from our customers and we're able to track the reach of those messages. Thena has enabled my team to increase productivity and customer engagement. I estimate that Thena saves my team of 4 CSMs ~25 hours per week, while giving us peace of mind that we're keeping our customers informed and responding quickly when they need us. Review collected by and hosted on G2.com.

We're only on the beginning of our journey with Thena, so I'm looking forward to seeing the future of the product as well as the Thena community of users. The Thena team is super responsive and very helpful anytime we have a question about best practices or techniques. In the future, I'd love to connect with other Thena users and share ideas so that we can all learn and grow together. Review collected by and hosted on G2.com.