# Equinox Agents Reviews **Vendor:** Equinox Agents **Category:** [Managed Live Chat Providers](https://www.g2.com/categories/managed-live-chat) **Average Rating:** 4.4/5.0 **Total Reviews:** 4 ## About 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 Reviews ### 1. Improving our customer service **Rating:** 3.5/5.0 stars **Reviewed by:** Marina L. | Customer Success Manager, Information Services, Enterprise (> 1000 emp.) **Reviewed Date:** February 19, 2023 **What do you like best about Equinox Agents?** I love that the Equinox Agents team was very motivated, they had a data-driven approach, and they wanted to grow at every stage of education and training. They were open to criticism and feedback, flexible in working with new processes, and provided valuable advice to our team. All of these qualities were instilled in their customer service team, and I appreciated their willingness to learn our culture and the way we work with our customers. **What do you dislike about Equinox Agents?** I don't like it because there is a small problem include time differences, language barriers in hangouts, and a lack of well-defined processes within the author's company. While these problems were easily overcome, the author believes that Equinox could have placed more emphasis on clarity and well-designed processes to facilitate communication. Thus, the text focuses on the disadvantages of interacting with Equinox. **What problems is Equinox Agents solving and how is that benefiting you?** The benefit of Equinox is that they have provided me with support in customer service, problem solving and change implementation. As a result, we have been able to ease our appointment schedule and improve our customer service ### 2. Equinox delivered thorough, caring, and prompt quality interactions with our customers **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley H. | Customer Insights Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2018 **Describe the project or task Equinox Agents 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. **What do you like best about Equinox Agents?** 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. **What do you dislike about Equinox Agents?** 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. **Recommendations to others considering Equinox Agents:** 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. ### 3. Equinox Agents - Excellent for high touch Tech Support **Rating:** 4.5/5.0 stars **Reviewed by:** Geoff H. | Head of Customer Success Spear Online, Higher Education, Mid-Market (51-1000 emp.) **Reviewed Date:** December 13, 2018 **Describe the project or task Equinox Agents 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. **What do you like best about Equinox Agents?** 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. **What do you dislike about Equinox Agents?** 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. **Recommendations to others considering Equinox Agents:** 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. ### 4. Great service, fast to respond, receptive to specific requests for our company **Rating:** 4.5/5.0 stars **Reviewed by:** Sean W. | Head of Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** December 05, 2018 **Describe the project or task Equinox Agents 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 **What do you like best about Equinox Agents?** 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 **What do you dislike about Equinox Agents?** 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 ## Equinox Agents Discussions - [Is the chat support of the best quality?](https://www.g2.com/discussions/quality-analysis) - 1 comment, 1 upvote - [What are the metrics you track? How do you draw inferences using those metrics?](https://www.g2.com/discussions/goals-customer-success-and-experience) - 1 comment, 1 upvote - [How big is your team and how fast can you assign agents to the SaaS company? What would we the working hours of the team?](https://www.g2.com/discussions/scaling-and-coverage) - 1 comment, 1 upvote - [What is your Payment approach?](https://www.g2.com/discussions/finance) - 1 comment, 1 upvote - [How do you incorporate our requirements and create the plan a client needs?](https://www.g2.com/discussions/operations) - 1 comment, 1 upvote - [View Equinox Agents pricing details and edition comparison](https://www.g2.com/products/equinox-agents/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-21+11%3A19%3A29+-0500&secure%5Bsession_id%5D=d9faf938-a5f3-4ee5-990d-a08804f41891&secure%5Btoken%5D=fa0585090db6ffe2fa48392807d63f1cadad90745ae9fa8c9d024a2980c1982c&format=llm_user) ## Equinox Agents Features **Planning** - Needs Assessment - Resource Allocation - Stayed within Budget - Statement of Work - Best Practices **Delivery** - Technical Expertise - Met Deadlines - Meeting Management - Project Updates - Scope Management - Roll-out **Team Quality** - Change Management Skills - Executive Presence - Vertical Expertise - Technology Partnerships ## Top Equinox Agents Alternatives - [Peak Support](https://www.g2.com/products/peak-support/reviews) - 4.8/5.0 (39 reviews) - [Melu Managed Live Chat](https://www.g2.com/products/melu-managed-live-chat/reviews) - 4.9/5.0 (28 reviews) - [Chat Metrics | Managed Live Chat](https://www.g2.com/products/chat-metrics-managed-live-chat/reviews) - 4.8/5.0 (21 reviews)