Equinox Agents is a provider of 24/7 live chat technical support teams, focused specifically on growing B2B SaaS software companies with 100 to 500 employees. Equinox Agents acts as an extension of in-house support operations, delivering high-quality customer support while helping clients reduce costs.
Unlike traditional outsourced support providers, Equinox Agents builds dedicated, software-agnostic technical teams that serve only B2B SaaS companies. Their model is designed to match or exceed the quality of internal teams, with rapid scalability—resources can be adjusted within 24 hours to meet changing client requirements. The company emphasizes accountability, taking ownership of customer queries and offering comprehensive coverage outside standard in-house operating hours.
Equinox Agents stands out by:
- Offering 24/7 live chat support tailored for SaaS businesses
- Providing dedicated teams, not generalized staffing or 'body shop' outsourcing
- Tracking over 7 key metrics at 4 levels each, with real-time dashboards and regular training
- Achieving high customer satisfaction (90+ CSAT) and documented results, such as enabling a client to save $1M annually while improving support quality and lead generation
Who Uses Equinox Agents?
Equinox Agents serves B2B SaaS companies seeking reliable, high-quality support coverage. Notable customers include WebPT, Board, Virtuous, Anaplan, Keap, Infusionsoft, and Automated Advisor. Their clients typically require scalable, technically proficient support teams to handle customer inquiries and ensure operational continuity outside their core business hours.
How Was Equinox Agents Started?
Equinox Agents was co-founded by Ashwin Bhadri and Piyush Parikh, both with deep experience in technology and operations. Ashwin Bhadri, a serial entrepreneur who has assisted over 100 companies, leads the Equinox Operations Center in Mumbai. Piyush Parikh, known for his pioneering work in web-based communications technology and his experience supporting Fortune 500 companies, runs the U.S. Operations Center in Phoenix, Arizona. Their combined expertise underpins Equinox Agents' specialized approach to SaaS support.
What Makes Equinox Agents Different?
Key differentiators include their exclusive focus on B2B SaaS companies, dedicated technical teams, and the ability to scale support within 24 hours. Equinox Agents integrates closely with client teams, providing transparent performance tracking and assuming full responsibility for the resolution of customer issues.
For more on their background and approach, you can visit their About page.
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