G2

Geoff H.

Head of Customer Success Spear Online

Higher Education

Mid-Market (51-1000 emp.)

12/13/2018

"Equinox Agents - Excellent for high touch Tech Support"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.