Equinox Agents Reviews & Product Details

Equinox Agents Overview

What is Equinox Agents?

Equinox is a leading provider of 24/7 live chat teams for support and sales for B2B software companies. We know your pain. Your website is still not converting enough qualified leads to feed your sales team. Your customer-satisfaction scores should be higher—but you don’t have enough support reps to respond like you should. Simple reactive chat alone isn’t enough to truly engage with website visitors and customers like you should. You’re missing hundreds of positive customer engagements a month that would help you reach your revenue goals. That’s where Equinox comes in. Equinox offers the industry’s only proactive chat solution which is guaranteed to increase qualified leads and customer satisfaction, or you don’t pay a dime.

Equinox Agents Details
Languages Supported
English
Product Description

Equinox Agents provide highly trained experts for technical Chat Support and Ticket Management for SAAS companies. We offer flexible capacity for your support team at the same quality for a lower cost.

How do you position yourself against your competitors?

Experience: Equinox has worked with leading SaaS companies scale their operations.

Fit: Nimble to quickly adjust to your needs, we have dedicated team handling your customers' queries, becoming an extension of your support team.

Training: Our trainers are well – educated on the complex CRM tools used by SaaS companies.

Cost: Equinox charges not a single dime for any training or on-boarding procedures. We have perfected our chat support model, so that you pay less.

Ability to Scale: Equinox is ready to handle any request - from Staffing to Coverage, at the hours you need.

Proactive approach: First to introduce 'Proactive Chat', we actively engage customers and solve their queries. This increases CS and CX, boosting your company growth 10X.

Live Metrics: Equinox has automated the dashboards to update time of <10mins. Shared across the organisation - this enables every agent to track their performance against the goals set.


Seller Details
Seller
Equinox Agents
Company Website
Twitter
@equinoxsuccess
4 Twitter followers
LinkedIn® Page
www.linkedin.com
5 employees on LinkedIn®

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Equinox Agents Reviews

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Customer Insights Specialist
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
Describe the project or task the provider helped with:

I was the Quality Assurance Specialist/Trainer that worked with Equinox leaders and agents. I reviewed and evaluated Customer Support chats performed by the Equinox agents. Based on my findings, I held bi-monthly leadership workshops to provide data, feedback, goals, root cause analysis of performance and training/coaching opportunities. I also aided the leadership team on self-discovery coaching techniques. Review collected by and hosted on G2.com.

What do you like best?

The Equinox team was lead by a motivated, data-driven leadership team. They came with a growth mindset during every training and coaching session. Their leadership team provided complex data, helping to determine customer-service strategies, resolving problems, and implementing change.They were open to critique and demonstrated a desire and enthusiasm for feedback.They were flexible with new processes and provided our in-house team valuable feedback. The Equinox management team were caring, enthusiastic, empathetic, and customer centric. These traits were coached to their customer facing teams and visibly reflected in their daily interactions. Review collected by and hosted on G2.com.

What do you dislike?

When we brought Equinox on board to help service our customers, our internal team did not have all their processes and lines of communication clearly defined. Therefore, product updates and policy changes were sometimes lost and inefficiencies occurred. Equinox could have proactively communicated more strongly to IS leadership the importance of clarity and well-designed processes to bring smoother communication transitions. Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

Equinox agents are flexible with scheduling, enthusiastic about providing high-quality service, data-driven, caring and empathetic, display growth mindset, and pleasurable to work with. Their leaders care about the success of the team and care about successful customer interactions. They are willing to pivot and shift to the needs of the business. Leadership's technical abilities were helpful in building out dashboards and performance measurements to enhance high-quality evaluation and goal setting for all employees. With their knowledge of servicing a complex software, and knowledge of customer metrics, performance, and team coaching , I highly recommend the Equinox Agents. Review collected by and hosted on G2.com.

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Head of Customer Success Spear Online
Higher Education
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
Describe the project or task the provider helped with:

I led a team of 80+ agents handling high-touch tech support. Our International Customers requested overnight Online Chat support, but it was not in the budget to accommodate this considering the Headcount needed to hit our SL's. Equinox already handled most of our international onboards and had a strong understanding of our complex product for small businesses, and their pricing was significantly less than what we could do inhouse. We had a 60 day ramp up time and Equinox became an amazing partnership that increased our online chat service quality with our international customers. Review collected by and hosted on G2.com.

What do you like best?

Piyush and Ashwin were extremely motivated to not just meet our standards but exceed them. They became proficient in our metrics and provided value-added information that help us improve globally. They were innovative and put it to place a QM process to ensure the best quality possible for our customers. Review collected by and hosted on G2.com.

What do you dislike?

The language barrier in weekly leadership "video" meetings was difficult, at times. I appreciated that not just a few leaders were on the video call, but some members of the team would be present to help us obtain good feedback, but it wasn't always easy to understand via video. Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

Equinox is led by ambitious, intelligent, and hard-working leaders. They hire the best and make sure that their employees are following your procedures and guidelines as instructed. They innovate and constantly seek way to improve to hit the highest service levels that you require. Review collected by and hosted on G2.com.

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Head of Customer Success
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Describe the project or task the provider helped with:

We used Equinox to facilitate tech support to our customers during our off hours. Equinox had support reps available 24/7 depending on the need and volumes. They were trained in our software and always willing to learn what we required to offer first class tech support Review collected by and hosted on G2.com.

What do you like best?

I appreciated the willingness to learn our culture, how we spoke to our customers, and how we resolved our customers problems. They adapted to all requests, and sought to learn from us Review collected by and hosted on G2.com.

What do you dislike?

The time difference created small problems, but they were easy to overcome. Equinox was very willing to facilitate our meeting schedule rather than ask us to change our schedule Review collected by and hosted on G2.com.

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