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What is Thena?
Thena offers a comprehensive solution for managing B2B customer experiences, primarily focusing on integrating support workflows within communication platforms like Slack and MS Teams. It functions as a modern ticketing system that leverages Artificial Intelligence to streamline processes. The platform automatically converts customer messages from various channels (Slack, MS Teams, Email, Web Chat, Forms) into actionable support tickets, reducing manual effort in identifying and categorizing requests.
The tool incorporates AI features such as automatic ticket generation, AI-driven custom field application, concise conversation summaries with action items, and AI-generated help center articles derived from resolved tickets. It aims to enhance support team productivity by providing features like intelligent request routing, customizable Service Level Agreements (SLAs), Customer Satisfaction (CSAT) feedback collection, and integrations with CRM systems (like HubSpot, Salesforce) and project management tools (like Jira, Linear). Thena provides analytics for data-driven insights into customer interactions and team efficiency, centralizing communication and support tasks into a unified hub.
Features
- AI Tickets: Automatically converts customer messages into actionable support tickets.
- AI Custom Fields: Automatically applies custom fields to tickets for categorization.
- AI Summaries: Creates concise summaries and action items from conversations.
- AI Articles: Converts resolved tickets into help center articles.
- AI Insights: Delivers action-ready insights from support data.
- Multi-Channel Ticketing: Manages requests from Slack, MS Teams, Email, Web Chat, and Forms.
- Slack Integration: Deep integration for managing support directly within Slack.
- Kanban View: Provides a visual overview of support requests.
- SLA Management: Set and track response and resolution SLAs.
- CSAT Feedback: Collects instant post-resolution customer satisfaction feedback.
- Integrations: Connects with CRM (HubSpot, Salesforce), ticketing (Zendesk, Freshdesk), and project management tools (Jira, Linear).
- Broadcasts: Send product information and newsletters within Slack.
- Help Center: Create and manage a publicly hosted knowledge base.
Use Cases
- Managing B2B customer support requests within Slack.
- Automating support ticket creation and categorization.
- Improving support team response and resolution times.
- Scaling customer support operations efficiently.
- Centralizing customer communication across multiple channels.
- Generating insights from customer support interactions.
- Creating and maintaining a self-service knowledge base.
- Managing internal team requests and helpdesk functions.
- Broadcasting updates and newsletters to customers in Slack.
FAQs
-
Do you offer monthly contracts?
Our standard contracts require an annual commitment. Monthly contracts are available at an additional cost. -
What billing frequency options do you provide?
For annual and longer-term contracts, you can choose from upfront or quarterly payment options. -
Do we get a Customer Success Manager?
A dedicated Customer Success Manager is available for enterprise contracts. -
Are you SOC 2 Type 2 compliant?
Yes, we are SOC 2 Type 2 compliant, with documentation provided during the sales process. -
Are you GDPR compliant?
Yes, we are fully GDPR compliant. Required documentation is shared during the sales process.
Related Queries
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Thena Uptime Monitor
Average Uptime
100%
Average Response Time
237 ms
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