A Day in my Life as a Support Engineer using Thena: Customer Happiness on Speed Dial

First thing when I log in, I open up my Thena inbox. I check for any requests that might need action, then sync with the product and engineering teams about bugs or feature requests customers have flagged. By the time I’m done, I’m ready to jump into requests and keep customers informed.

With Thena’s inbox, AI agent, and custom fields, I’m ready to tackle whatever comes my way!

• Inbox: This is my command center, showing every update in real-time—customer replies, SLA dues, assignee updates, and more. It keeps me organized and ensures I never miss a beat. 👀
• AI agent: My go-to for quick, accurate answers. Instead of sifting through docs, I just click ‘generate response,’ and the AI agent pulls info from past cases and documentation, giving me a ready-to-go response. It’s like having a mini support team at my fingertips, saving me and my customers precious time. 🚀
• Custom fields: These let me tag and organize requests based on my workflow. I can track common issues, prioritize feature requests, and categorize requests for reporting. With custom fields, it’s like having a personalized data dashboard for every customer conversation. 📊

When requests pile up, my main goal is staying on top of every customer's needs. I use my inbox to stay organized, respond quickly, and make sure no request goes unanswered by the end of the day. Thena helps me give top-tier support without dropping the ball.

On a quieter day, I get to deep-dive into ongoing projects, connect with engineers, and make sure bug reports or feature requests are clear and complete. With Thena, the customer is at the heart of everything I do, whether it’s a fast-paced day or a slower one. 💪

Managing new and follow-up requests has never been easier with Thena’s inbox and snooze features.

• Follow-ups: Inbox is my guide to follow-ups, and if I need regular updates for a customer, I mark the request as a favorite. This way, a quick click on ‘view favorites’ shows me all my important cases at a glance. The snooze feature is a lifesaver too—I can snooze follow-ups for a set time so they come back to my queue right when I need to act. 📆
• New requests: With Thena, I get instant notifications on the web UI and in Slack as soon as a new request comes in. These real-time alerts mean I can respond immediately, winning customers over with prompt replies. Thena has truly turned each customer interaction into an opportunity to create “wow” moments. ✨

Before Thena, managing customer requests was like juggling flaming swords. 🔥 Between tabs and platforms, I was constantly on the move, and my response times weren’t where I wanted them to be. Thena changed all that. Real-time notifications mean I can respond in seconds, and my inbox brings together Slack, email, web chat, and MS Teams, cutting my response time in half. The AI agent handles document digging instantly, so I can focus on delivering support rather than searching for answers. Finally, custom fields streamline communication with the product team, letting them know what matters most to our customers. Thena has not only improved my workflow but has also empowered me to build better, stronger relationships with our customers, with time left over to actually focus on the big picture.

Thena is always evolving, but here’s where it could go even further in making my life easier:

• Knowledge base creation: A one-click KB feature would be amazing! It would cut down on the manual effort of updating FAQs and articles, giving customers quicker access to common solutions. 📝
• L1 request deflection: Imagine AI taking over the simple questions! This would free me up to handle more complex requests, as the AI sidekick could manage routine queries on its own. 🤖

The best part? We're already on it! As part of the Thena team, I can say we're always listening to feedback and leveling up the platform. Start today! Request for a demo.