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Real feedback, real improvement for B2B support
At Thena, we believe that truly understanding your B2B customers is the bedrock of exceptional support. It's not just about resolving issues; it's about learning from every interaction to continuously get better. That’s why we’re excited to introduce Thena CSAT – our intelligent, multi-channel solution designed to capture real-time customer satisfaction, right where your conversations happen.
The challenge of capturing B2B feedback
Collecting meaningful customer satisfaction scores in the B2B world can be tricky. Traditional survey methods often feel detached from the actual support interaction, leading to low response rates and delayed insights. Your customers are on Slack, and email – they expect a frictionless experience. Sending them off to a separate survey link can break that flow and make feedback feel like a chore, not an opportunity to improve. Without consistent, integrated feedback, it's hard to truly gauge your team's performance or pinpoint areas for genuine improvement.
Thena's integrated CSAT solution
Thena CSAT is built to make feedback collection a natural extension of your support interactions. Imagine the simplicity: once a ticket is resolved, your customers automatically receive a brief, customizable satisfaction survey directly on the same channel where they communicated – be it Slack, MS Teams, or email. This in-channel approach means higher response rates and more authentic, immediate feedback. The survey prompts are delivered by a bot that adopts your organization’s name and icon, ensuring a consistent, professional, and branded experience. It feels like a natural part of your communication, not an interruption.
Powerful features of Thena's CSAT
We’ve engineered Thena CSAT to provide deep insights and actionable data, not just scores:
Feature | Description | Benefit |
|---|---|---|
Multi-channel collection | Automatically send CSAT surveys via Slack, and Email. | Meets customers where they are, making feedback effortless and boosting response rates. |
Automated triggers | Surveys can be triggered when a ticket is closed or marked resolved. | Captures feedback while the experience is still fresh in the customer’s mind. |
Customizable surveys | Fully customizable questions, rating scales, and follow-up prompts. | Tailors feedback to your team's exact goals and collects both quantitative and qualitative insights. |
Contextual feedback | Each CSAT response is tied to the specific ticket and agent. | Enables targeted coaching and performance reviews—not just scores, but the story behind them. |
Actionable insights & reporting | Visual dashboards show trends by team, agent, or ticket type over time. | Makes it easy to track patterns, spot issues early, and drive data-backed improvements. |
No friction for customers | Feedback collected within the customer’s communication channel—no need to click links or switch interfaces. | Reduces friction to increase completion rates and capture more authentic responses. |
A big step forward for B2B support
Thena CSAT transforms customer satisfaction measurement from a passive exercise into an active driver of service excellence. It empowers your B2B support teams to:
Build Stronger Relationships: Regularly demonstrate that you value your customers' opinions and are committed to improving their experience.
Identify Pain Points Quickly: Get immediate, specific feedback that helps you uncover and address issues with your product, process, or support interactions.
Empower Your Agents: Provide agents with direct feedback on their performance, helping them grow and excel. Celebrate successes and offer targeted coaching where needed.
Drive Continuous Improvement: Use real data to make informed decisions about training, process adjustments, and resource allocation, leading to consistently higher satisfaction. It’s about turning every support interaction into a learning opportunity, ensuring your B2B customers feel heard, valued, and genuinely supported.
Practical CSAT use cases
Use case | Trigger / Insight | Action | Benefit |
|---|---|---|---|
Post-resolution survey | Ticket closed | Send CSAT survey on originating channel (e.g., Slack or Email) | Capture immediate satisfaction feedback on the resolution experience |
Agent performance review | Track CSAT scores per agent | Identify top performers for recognition; pinpoint areas for coaching | Drive individual and team growth based on customer sentiment |
Service improvement projects | Dip in CSAT for a specific product area or ticket type | Investigate root causes, implement process changes | Proactively improve your service quality based on clear data |
Customer relationship management | Identify accounts with consistently high or low CSAT scores | Reach out to delighted customers for testimonials; engage with dissatisfied customers to re-establish trust | Strengthen customer loyalty and prevent churn |
Ready to improve how you connect with your customers? Sign up for Thena's free plan today and see what smarter digital engagement looks like!
