Thena is a ticketing system that helps companies support their customers across Slack, Microsoft Teams, Email, Web, and more.
External link for Thena
812 W Dana St
Mountain View, California 94041, US
Indiranagar
Bengaluru, IN
New York, US
Thena reposted this
Day 8/25: Introducing our new web editor ⬇ Not only have we improved the user experience, but we've now made it so that Thena supports all the key editing options that are available to customers in Slack I use this to reply to customers, although you probably wouldn’t notice the difference 😜
Thena reposted this
Day 7/25: Using multiple ticketing systems sucks 🤢 And as a customer, it can sometime feel like feature requests and bug reports disappear into the ether. Here's how we use Thena's External Links view so that doesn't happen: ▶ Customer asks a question, creating a Thena ticket ▶ If it needs eng help, I link it to an existing Linear ticket (or create a new one) directly from slack ▶ Weekly review open customer tickets linked to Linear's so that we can stay on top of bugs and feature requests ▶ At the end of my day I'll filter on the "bug" + "completed" statuses so I can go let those customers know their issues were solved. It's magical when you're a customer and you get an update on a bug or feature request - it's those small delights that can make all the difference.
Thena reposted this
Day 6/25: Whether I've been running a support team or in the weeds myself with customers, I've relied a ton on filters, but sorting through them all each time was quite annoying. We built Saved Views within Thena, which allows me to add any filter once, save it, and then access that quick view any time in the future. Anyone can come see my saved view if I want, and they can create their own custom view for themselves. It's making it SO much faster for everyone on my team to take care of customers 💨
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RudderStack has cut their response times IN HALF with Thena 💣 Using AI to back their CSMs and TAMs, RudderStack knows that a great customer experience is crucial to any SaaS company So excited to continue partnering with them as they crush the Customer Data scene 😎
👋 Big news in customer success! We’ve cut our response times in half and have automated ~70% of common queries. That's like having three extra employees. How did we do it? We teamed up with kapa.ai and Thena to bring AI into the mix. Read the details here 👉 Reducing response times by 50% with RudderStack kapa, and Thena https://lnkd.in/ek7eGAw5 🔧 By automating ticket creation and enriching responses with our C360 data, our Technical Account Managers now address queries faster and more accurately, allowing them to focus on complex issues and deliver greater value to our customers. Interested in implementing a similar LLM-based solution for your customer data? Reach out here 👉 https://lnkd.in/eJufDNd8 - we’d love to hear about your project and share our insights.
Thena reposted this
Day 2/25: Introducing Custom Statuses. We at Thena use this feature to speed up issue resolution and get back to customers as fast as possible. Here's two examples: 1. If something looks like a bug, Sidd Gupta 🦉 moves it to "Bugs" and our Engineering team picks it up from there. 2. Feature requests are put on hold until we get a notification from our Linear integration that it was completed. Then we let the customer know. What status will you create? Let me know below.
Thena reposted this
Day 1/25: Introducing Thena's new interface 🚀 ⚫ Fully customizable ⚫ Packed with new features ⚫ Integrated with your favorite tools Which game should I play next time? Comment below.
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Thena has been in the lab 🔬 We've redesigned our entire platform and added a ton of new stuff. Starting tomorrow, I'll be posting daily demos of what's new. As CS and Support experts know, meeting customers where they work is crucial. And with this new interface, you'll be able to do it faster and more effectively than ever. More to come over the next few days, but here's my first teaser - our hot and fresh new UI. Faster, slicker, and built for modern teams.
Thena reposted this
"Can you email [email protected]?" This might be the most common sentence in the customer support space, and customers hate it 👿 Old school tools like Zendesk exist in the email world. But nowadays, teams live in a new world - spending most of their time in Slack and MS teams. Legacy tools don't cater to this new way of working, making it hard for support teams to manage tickets as they jump back and forth between their support system and where everyone else lives (i.e. Slack). Halp bridged that gap for a while before sunsetting their Zendesk connector come June. Companies are scrambling. And support teams are tired of the disconnected systems and extra workload put on them. That's why Thena built the most advanced integration between Slack and Zendesk. Here's how teams are using it: ▶Detect customer requests in Slack with AI and automatically create a Zendesk ticket ▶ Use AI to generate the title, description, and even a summary of the thread ▶ Support agents can reply to the thread directly from Zendesk Watch how easily our CS lead Sidd Gupta helps out his customer in Slack without ever leaving Zendesk in this very real interaction.
On April 10th, Mike Molinet is stepping into the ring with Andrew Shapiro and Apoorva Thuse to talk about about one of the hottest topics of 2024... hiring 🤯 Want to learn what Founders and VPs are looking for when you interview? Come stop by! Want to learn how to interview ICs to set your team up for success? Come stop by! We have the best of both worlds going on for this, so we hope you can make it. Register here: https://lnkd.in/ev9_TUwt