Kustomer vs Thena: Which Is Better in 2026?

Kustomer is a customer service platform built on a CRM foundation, designed to give support teams a complete, unified view of each customer and their entire history while managing conversations across every channel. By combining customer data with omnichannel support and AI, Kustomer helps businesses deliver fast, personalized service at scale — treating support not as isolated tickets but as part of a rich, data-informed customer relationship. This data-centric approach is its core strength.

The platform unifies channels — email, chat, messaging, social, voice — into a single timeline for each customer, alongside their data and history, so agents have full context to resolve issues quickly and personally. It uses automation and AI to handle routine inquiries, assist agents, and route conversations intelligently, improving efficiency and response times. Because it's built around a CRM-like data model, businesses can leverage customer information to personalize support and even connect service with sales and marketing, creating a more cohesive customer experience across the organization.

Kustomer is aimed at businesses — particularly larger consumer brands and ecommerce companies — that handle high volumes of customer interactions and want a powerful, data-driven, omnichannel platform to manage them. Its combination of unified customer data, omnichannel conversations and AI-driven automation helps these teams scale support while keeping it personalized and efficient. As customer expectations for fast, contextual, cross-channel service continue to rise, and as AI becomes central to delivering it, CRM-powered support platforms are increasingly valuable. For businesses that want to unify their customer data and conversations to deliver efficient, personalized, AI-assisted omnichannel support, Kustomer offers a robust, comprehensive and capable solution built for the demands of modern customer service.

Thena is a customer support and operations platform built for B2B companies that support their customers through shared Slack and Microsoft Teams channels. As more B2B relationships move communication into Slack Connect and Teams channels, support requests, questions and issues increasingly come through chat rather than traditional ticketing — and managing that effectively is hard. Thena turns these conversations into a structured, trackable, AI-assisted support workflow, so nothing gets missed and teams can deliver excellent, organized support where their customers actually talk to them.

The platform sits on top of your shared channels and helps you manage them like a real support operation: detecting and tracking requests, assigning and prioritizing them, ensuring timely responses, and giving visibility into what's happening across all your customer channels. It uses AI to help triage and respond, surface insights, and reduce the manual overhead of keeping up with many conversations. By bringing ticketing-like structure and intelligence to chat-based support, Thena solves a real problem for B2B teams whose customers expect to reach them in Slack or Teams but who need the accountability and tracking of a proper support system.

Thena is aimed at B2B SaaS companies and others whose customer relationships and support happen heavily in shared messaging channels, and who want to manage that professionally rather than letting requests slip through informal chats. It connects to the broader support and CRM stack so customer context and data flow where they're needed. As B2B communication continues shifting into Slack and Teams, and as AI makes managing those conversations smarter, platforms that bring order and intelligence to channel-based support are increasingly valuable. For B2B companies that support customers in Slack or Teams and want a structured, AI-assisted way to manage it, Thena offers a focused, modern and genuinely useful solution.