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Revolutionizing Customer Success with Slack in B2B SaaS

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Your Unified Hub for a New World of Customer Support

Manage Slack chaos with AI and streamlined workflows.
Deliver omni-channel support across Email, Slack and Web.

4.9/5
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Deliver effortless omni-channel support

Empower your team with tailored analytics, real-time reminders, and collaborative excellence.

Converge your support, CX and customer engagement efforts into one cohesive workflow.

Elevate accountability with customizable SLAs for varied cohorts & track customer milestones.

Capture critical post-resolution insights through AI-powered customer feedback.

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Rated #1 in Ticket Collaboration by G2
Slack home
Centralize and operate customer requests in Slack
Consolidate channels

Manage customer requests coming in from Web, Email and Slack channels right in Slack.

Use AI

Use cutting-edge AI innovation to reliably get best-in-class customer request sentiment, and relay detailed summary real time right in Slack.

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50%
Resolution Time Decrease
95%
Response Time Decrease
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Unlock limitless capacity in Slack
SLACK TRIAGE
AI Powered Request
Routing in Slack

Gain visibility and confidence by viewing requests based on intuitive filters. Internally collaborate with team members by seamlessly routing requests via Slack Triage.

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TAGS
AI Powered Request
Routing in Slack
Filter to see specific :
Persona
Channel
CRM fields
Source
On-hold
Level of urgency
Persona
Channel
CRM fields
Source
On-hold
Level of urgency
On-hold
Tags
Priority
Sentiment
Breaches
Re-opened
On-hold
Tags
Priority
Sentiment
Breaches
Re-opened
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Operationalize and scale Customer Support in Slack
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Notifications
Unified view of alerts and requests

Notifications, requests and relevant information automatically populate to individual’s app home timeline, for one unified view.

CSAT
Capture Insights with Post-Resolution Feedback

After a request is completed and closed, seamlessly collect either ephemeral service ratings or open feedback from the individual.

SLA
Enhance Accountability with Custom SLAs and Reminders 

Define custom SLAs for cohorts, monitor customer events, ensure team accountability, and streamline operations with clear visibility.

Harness the full potential of Slack based support
CONNECTED URLS
Pass information between Thena and third party tools like Notion, Jira, Asana, Shortcut, Linear
Collaborative Efficiency
Enhance inter-departmental collaboration by effortlessly connecting Thena requests with third-party tools, promoting rapid issue identification and action.
Synchronized Updates
Witness real-time progress updates within Thena, ensuring synchronized communication and expedited problem resolution across diverse platforms.
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50%
Resolution Time Decrease
95%
Response Time Decrease
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Unlock limitless capacity in Slack

Start managing your customers faster and easier from Slack.

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AI-powered request management for modern teams

Assign, resolve and review customer requests without ever leaving Slack

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Manage customer requests with AI
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Add to Slack
How Request management works in the slack
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Flag customer requests with AI
Deflect, assign, resolve — right from Slack
Filter and view requests based on business cohorts
Reduce your response and resolution times by 95% with Thena
Turn Slack messages into actionable requests with AI
Detect requests on Slack Channels

Use AI to determine a request’s sentiment, level of urgency, and actionable next steps.

Receive alerts within your #triage-channel

Automatically deflect or route new requests to specific channels, based on the customer and configurable rules.

Assign and resolve requests within Slack

Assign customer requests to a team member, or send to a third party system like Zendesk or Jira.

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View all requests in one intuitive timeline
View requests by owner

Keep track of requests as they move towards resolution — from unassigned, to in-progress, on hold, and closed.

View requests by channels

Filter requests based on channels owned by specific team mates.

View requests by cohort

View requests filtered by account tiers, geography, persona, CRM fields, source, tags, urgency and more.

Images of Review requests all at once
Visibility for all, powered by AI.
Boost customer loyalty and retention

Share AI-generated update with external customers, detailing the issue, resolution any any relevant details.

Unify CX operations across account teams

Allow seamless collaboration on requests, with full visibility around the status, activity, and contributors.

Drive organizational efficiency at scale

Streamline workflows with activity logs, notifications, and SLA nudges for efficient collaboration and follow-up.

Chat

Best practices, research and tips on managing customers.

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Start managing your customers faster and easier from Slack.

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