How Equinox Agents uses Klips dashboards to run proactive chat support

Equinox Agents tracks proactive chat support and lead gen metrics on TVs

Equinox Agents is the first and only company to offer proactive support chat, with guaranteed results. Most chat providers take a wait-and-see approach, charging per chat and treating each conversation as a cost. Equinox does the opposite: their proactive live chat model actively engages SaaS prospects and users, preventing churn before it happens and keeping satisfaction high.

Meet Piyush

Piyush Parikh is the Co-Founder of Equinox Agents and runs their U.S. operations center just outside of Phoenix, Arizona.

How Klips dashboards became the backbone of success for Equinox Agents

Before switching to Klips, Equinox Agents built an automated dashboard in-house using Google Sheets as their primary data source. It worked, but it was slow to maintain, clunky to use, and hard to share in a way that looked professional.

They moved to Klips because it gave them something rare: a tool that is easy to manage and genuinely powerful at the same time. Piyush puts it plainly, finding that combination is not easy.

The result was immediate. The team stopped spending hours building and distributing data visualizations. That time went back into the business. Leadership stopped waiting for numbers and started making faster, more confident decisions.

"Data and Klipfolio dashboards are the backbone of our company's success."

Sharing important internal and external metrics with ease

Equinox uses nearly every Klips dashboard-sharing feature available. Internal dashboards showing daily, weekly, monthly, and quarterly stats run on TVs mounted on the walls of their workspaces. Every employee also gets published URL links so they can check their numbers remotely, on any device, without asking someone to pull a report.

Clients get the same transparency. Equinox shares dashboards externally as a direct expression of one of their core company values.

"The ability to easily share our executive dashboards with our leaders and the rest of the internal team of employees has changed the way we make decisions. On top of that, we are now able to share our data easily with our clients. One of our core company values is 'Transparency'; internally and externally so, Klipfolio's sharing capabilities complement this nicely."

Executive metrics at a glance

The Equinox leadership team uses Klips to stay on top of the business whether they are in the office or not. Automated email reports mean key numbers arrive on schedule, without anyone having to chase them down.

"We use Klipfolio for all of our executive reports which are emailed daily and weekly to each member of the leadership team."

Chat support metrics that matter most

Equinox Agents tracks a focused set of chat support and lead generation metrics. Each one maps to a decision, not just a data point:

• CSAT (Customer Satisfaction Score): the clearest signal of whether proactive support is actually working
• Chats handled: volume tracking that informs staffing and capacity planning
• ASA (Average Speed of Answer): how quickly agents engage, which directly affects satisfaction
• AHT (Average Handle Time): efficiency at the conversation level
• SLA (Service Level Agreement): whether the team is meeting its commitments to clients
• Website visitors: top-of-funnel context for lead generation performance
• Leads generated: the direct output of proactive chat as a growth channel
• CSA (Internal Quality Score): an internal benchmark for agent performance and coaching

What Piyush values most about Klips

"Klipfolio is very user-friendly. It doesn't require our dashboard builders to be highly technical and it can be managed and updated by any member of the organization with some simple training. Also, the output can be customized and designed in a very professional looking way which is a huge game changer for the people who consume our data on a regular basis."

That last point matters for a team like Equinox. When dashboards look polished and are easy to read, leaders and clients actually trust what they see. The numbers stop being something to decode and start being something to act on.

Life at Equinox Agents

The Equinox team lives by a clear set of core values:

• Deliver great results
• Continuously improve
• Help each other succeed
• Practice open communication
• Have fun while serving others

When the team hits a big win, they mark it with what they call a "3D Module": Dinner, Drinks, and Dancing, typically on a quarterly basis. Pizza parties, costume days, and sports outings keep the team connected between those milestones.

The payoff of being data-driven

Being data-driven is not about having more dashboards. It is about making sure every person on the team knows where the business stands and what to do next, without waiting for someone to compile a report or explain the numbers.

Piyush captures it well:

"Data is vital to the success of any business. It ensures that everyone is aligned with the key business goals and helps everyone work collectively towards them. It also helps the business evaluate its performance on a daily, weekly, monthly, and quarterly basis. Individual stakeholders do not need to wait till the end of the month to receive reports. They can get information in real time and make changes quickly. It's incredible how something so simple can have such a big impact."

That is exactly what Klips is built to deliver: reliable numbers, distributed without friction, so the people accountable for results always know where they stand.