Thena's product and team are by far their greatest points. I have enjoyed working with them during the PoC stage, while building towards a production ready plan. What really sets them apart is their mindset on creating a valuable relationship rather than just selling a product. As someone who works with many vendors, this approach has been refreshing and has really bossted my own thinking on how I am working towards innovation/automation and useful AI implementation. I have hope that working together will allow us to create something of real value, especially for a mission-critical team.

I offer all of my customers a dedicated Slack channel, as I manage our most strategic customers and we need more real-time communication outside of emailing. That being said, I have a LOT of inbound questions that come in throughout the day from my book of business and it can be super overwhelming at the end of the day to prioritize/manage those follow ups, especially if I have a day of back to back meetings. Thena will organize and collect all of my customer comms, add urgency & AI summaries which massively helps me chip away at those requests before I sign off for the day. I can either manage those via my Thena triage slack channel or via their web/kanban view. I can also assign tickets to different member of our team (if I need to tag in a technical resource) and I can immediately trigger an intercom ticket to be opened which will route to our support team. They see the ticket come into their regular chat queue, but all responses post back to the Slack thread which is awesome for visibility. And my customers are loving it too! The support from our CSM Sidd (and Jared!) has been incredible. He is VERY responsive and has a customer first mindset which I love to see, being a CSM myself :) he is also extremely technical, so goes above and beyond typical CSM support. The tool itself also only takes about 10 minutes to configure in Slack.

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.