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95% reduction in response times with Slack
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“Thena’s ability to let us meet customers on Slack where they live while letting our Support Team feel at home working in Zendesk has been a game changer. We’ve seen resolution time cut in half and response time reduced by 95%”
Shayan Aminmadani
Senior Manager, Support Engineering at Mixpanel
Stay connected with Slack threads from email-based ticketing systems
Create Tickets from Slack
Slack is now a source for ticket creation
Assist account teams in converting Slack messages into email tickets for improved cross-platform collaboration and streamlined communication with support teams.
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Reply from Ticketing System
Don’t need to move out of ticketing system
Facilitate support teams to reply to customer threads on Slack seamlessly, without having to leave the email-based ticketing system.
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CSAT in SLACK
Collect higher CSAT submissions with Slack
Collect CSAT scores directly within Slack after a ticket is closed, increasing CSAT collection and improving customer satisfaction.
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Identify opportunities through workspace analyticsIdentify customer service patternsIdentify customer service Visibility on key Breaches
Assess improvement in communicationEvaluate how your customer communicationIntegrate with your ticketing tools.Evaluate how your customer communication
TRACK RESPONSE TIMES
Reduce response and resolutions times with Slack
Enable teams to track response and resolution times with customers on Slack, empowering them to improve critical support metrics.
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Best practices, research and tips on managing customers

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Best practices, research and tips on managing customers.

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Producitivity on Slack
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