Automating up to 75% of their workflows
How Liberty Debt Relief scaled their Customer Support with Knots
Liberty Debt Relief, an American company specializing in debt management solutions, serves thousands of clients daily with a mission to provide personalized financial assistance. While their challenge was specific to their industry, the underlying operational issues they faced are universal across industries – making their solution relevant to companies of all types and sizes.
Handling more than 18,000 tickets monthly, they faced common scaling challenges: manual processes, inefficient workflows, and the need to maintain service quality as they grew.
Initial Situation
Without automation, organizations often face significant operational hurdles. Before implementing Knots, Liberty Debt Relief’s team relied on manual processes for managing tickets, handling client communications, and processing payments. These challenges led to:
- High error rates due to rushed tasks.
- Inefficiencies in managing and validating documents.
- Significant time spent training new customer service representatives.
- Difficulties scaling operations to meet growing client demands.
Knots Solution
To address these challenges, Liberty Debt Relief implemented a suite of Knots apps tailored to their specific needs:
- OCR for PDF and Scanned Documents: Automates data extraction from debt-related documents, ensuring accurate processing and improving efficiency in debt management solutions.
- AI Ticket Autofill: Populates Zendesk custom fields with extracted information, eliminating manual input.
- Knots Studio: Validates data against their CRM, uploads documents to the correct customer profiles, and automates task creation.
These apps reduced the reliance on manual tasks, streamlined workflows, and minimized errors, making Liberty Debt Reliefs debt management solutions more efficient.
Client testimonial
“Before Knots, our customer support reps were rushing to complete tasks, leading to mistakes and inefficiencies. Now, the system automates task creation, document handling, and even billing processes. We’ve automated 25% of our emails, 65-75% of our billing tasks and scaled operations without increasing training time. It’s allowed us to focus on growing and retaining clients. Hands-on support and development expertise from the Knots team has been critical to our success.”
– Nancy, Liberty Debt Relief
Results
By integrating Knots apps, Liberty Debt Relief achieved remarkable outcomes:
- Increased efficiency: 25% of email work is now automated, including automatic replies and ticket closures.
- Reduced errors: Automation eliminated common errors, such as forgetting to set tasks or process documents.
- Scalability: Improved client-to-agent ratio, allowing the company to scale without a proportional increase in staff.
- Reduced training time: Automated workflows reduced the need for extensive employee training.
- Improved customer experience: Faster, error-free responses improved customer satisfaction.
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