G2

Ashley H.

Customer Insights Specialist

Mid-Market (51-1000 emp.)

12/5/2018

"Equinox delivered thorough, caring, and prompt quality interactions with our customers"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.