Thena

Thena is a revolutionary Slack-based customer engagement platform. It manages shared Slack channels, identifies and tracks customer requests, connects to internal tools, facilitates customer escalations, notifies teams, and analyzes behavior. All these features are designed to optimize customer support and enhance engagement.

Key Features:

1. 💬 Request Management: Thena promptly detects customer requests from numerous Slack messages. Teams can assign, close, convert, and review incoming requests, ensuring efficient and streamlined handling.

2. ⏱️ SLAs & Alerts: Setting up SLAs and reminders for customer requests on Slack empowers teams to track response and resolution times. SLAs can be customized for each customer channel or cohort, enabling proactive customer service.

3. 📊 Analytics and Insights: Thena provides real-time monitoring of customer channels, capturing response times and SLA breaches. Metrics can be filtered by sentiment and channel health, allowing teams to identify areas for improvement and deliver exceptional customer experiences.

Use Cases:

1. Personalized Support: Thena enables teams to offer personalized support to customers on Slack, eliminating the need for customers to change platforms.

2. Improved Efficiency: By connecting email ticketing systems and CRM with Slack, teams can seamlessly handle customer interactions from a central platform, enhancing efficiency and reducing response times.

3. Seamless Collaboration: Thena seamlessly integrates with various GTM systems, fostering collaboration and enhancing productivity among teams.

Conclusion:

Thena offers a comprehensive suite of features to revolutionize customer engagement and empower businesses to deliver exceptional support experiences on Slack. It helps teams manage customer requests efficiently, monitor performance, and proactively address issues, leading to improved customer satisfaction and loyalty.