What is Proactive Chat?
Live chat on websites is generally reactive - where companies wait for their visitors or users to face an issue and then ask a question about it. Proactive chat is about reaching out to targeted visitors and users who have been identified as needing help and proactively providing solutions before they even ask for it. In other words, anticipating the hurdles faced by visitors and users and removing them before they get to them - and in turn wow'ing them with an elevated user experience.
How can Equinox Proactive Chat help my internal support teams?
Internal teams love Equinox! Most companies task (or should we say “tax”?) these team members with the added burden of chat support, in addition to their other duties, leading to frustration, stress, burnout, and degraded chat quality. This leads to plummeting customer-satisfaction scores, churn, and staff turnover. With Equinox on your side, we actively engage your customers to increase usage and satisfaction; and we reach out to the very prospects you want, hand-delivering qualified leads to your team. The results are guaranteed. Book your 30-minute demo now.
What are your upfront fees for setup and training?
There are none.
How is this risk-free?
We—not you—take on the risk. But that’s because we know we can deliver results! First, we’ll establish mutually-agreed-upon, achievable targets with you. (We can do this during our free initial consultation; book yours now.) Then you only pay for performance. If we don’t deliver the results we promised by the end of the month we go live, then we won’t invoice you, and you’ll owe nothing.
How much must I pay for the chat-software license?
Nothing. We pay it. It’s included in your Equinox Proactive Chat engagement.
What happens if our website lacks sufficient visitors?
We will determine, up front, if your site has enough visitors and/or tickets for us to deliver value, as we require a minimum of two dedicated team members to engage with you, and need the volumes to justify them. Should your site traffic change (up or down) during our engagement, we will work with you to adjust coverage accordingly, while preserving our two-agent minimum.
With the enhanced lead-capture capability we provide, the upside of massively increased new qualified leads via Equinox Proactive Chat far outweighs the insignificant number of organic leads we might possibly deter. Our goal—our commitment to you—is to deliver increased qualified leads. Guaranteed in writing.
At Equinox, we are highly sensitive to the customer experience, and pride ourselves on the soft skills this requires, with a support-first/offer-second approach. We’ll work closely with you to ensure that all language and flow align with your company’s culture. In addition, we engineer our chat solution to intelligently identify your exact target audience as they visit your site, so we can give them the personalized chat experience they deserve—and the conversion rates you crave. Find out more.
We tried chat before and it didn’t work. Why would Equinox work where others failed?
Equinox works because Equinox is different—and better. Other chat providers take a “sit back and wait” approach, as customers, and prospects, come to the site. At Equinox, we don’t wait. We engage. We reach out to your prospects and customers—using demographic or user data that you specify—and actively chat with them. This is our signature Equinox Proactive Chat. It means more chat, more engagement, more conversions, and greater customer satisfaction. Other providers simply don’t offer it. To the contrary: They actually charge more for each chat, while all our chats are included in one bundled fee that’s lower than what others charge! Learn more.
How can you possibly train your chat agents on our software—and do it faster than we can?
We take a multi-pronged approach. First, we start with highly-trained agents who are skilled in the art of chat conversion. Next, we use our proven, proprietary methods to cull the most frequently-asked questions (and answers) from your team, enabling us to get up to speed quickly. For more advanced questions, we work shoulder-to-shoulder with your in-house team to build our own internal documentation. We’ll set up a direct channel (using Slack or a similar platform) to constantly learn as we conduct chats. We’ll also assign a dedicated trainer, just for you, to constantly and consistently keep our agents updated with the latest information. Last but not least, we invite your in-house training team to our offices and work directly with our agents who are dedicated to your business. Taken together, these multiple steps empower Equinox to provide faster Tier 1 agent training than many of our customers are able to conduct in-house! Contact us now for a free initial consultation.
How can you offer us live chat in just two months?
First, we’re accomplished fast trainers; see Question 2. We’ve optimized both our onboarding and training via best-practice methodology that coordinates information exchange and expedites integration. So our typical engagements require just one month of setup and training; by Month 2, we’re already delivering our signature Proactive Live Chat. You’ll start seeing results in a matter of weeks. Get started now.
How do you maintain quality?
At Equinox, we pride ourselves on our quality; it’s what sets us apart from other providers. (Well, that, and our guarantee. Learn more here.) We maintain a discrete Quality Division that monitors a minimum of five percent of all chats—a statistically valid sample size to provide a realistic snapshot of chat quality. Our quality team provides daily feedback to individual agents, continually helping them improve. In fact, we include quality metrics in the dashboards that we provide to you on a daily basis. Take advantage of Equinox Proactive Chat quality: book your free 30-minute demo now.
Do you share agents with other companies?
No. Every Equinox Proactive Chat agent who is assigned to your company is dedicated solely to you. They work exclusively on your account, on a full-time basis, from the get-go.
What chat software do you use?
Any of them. Equinox is software-agnostic; we’ll employ any popular chat tool. That said, we do have our favorites, which provide the functionality our agents need to help them do their best work. If your company isn’t currently tied to a specific chat tool, we would be happy to recommend, and set up, one for you. Contact us now to get started.
Is there a SaaS site I can visit to see Equinox Proactive Chat in action?
Yes. Visit www.infusionsoft.com. We handle their overnight traffic (after 8pm Pacific time) and weekend hours.
Increase your qualified leads by 10x—without spending a penny to increase visitor traffic!
Proactive Chat for Support
Equinox will meet or beat your customer-satisfaction scores in 90 days, or you pay nothing!