Outcome
Climb Credit now delivers faster, clearer answers to students, schools, and partners—reducing support friction and improving response times with Twig.

Background

Climb Credit partners with schools and training programs to provide affordable, career-advancing education financing. Their Customer Experience team supports two critical audiences:

1. Students seeking clarity on loans, payments, eligibility, and application steps
2. Schools and partners who need guidance on integrations, reporting, processes, and program operations

As Climb grew, the volume and complexity of inbound questions increased across both groups.

Challenges

Climb’s support organization encountered several issues as demand scaled:

• High volume of student questions
  Students frequently asked about loan terms, repayment options, approvals, documentation, and timelines—all requiring precise, consistent explanations.
• Schools and partners needed timely operational guidance
  Administrators and program managers relied on Climb for clear workflow instructions, reporting specifics, and partnership requirements.
• Knowledge spread across multiple systems
  Information lived in internal docs, partner playbooks, compliance notes, email threads, and past ticket responses.
• Inconsistent responses
  With so many sources, answers varied between team members, creating confusion for students and partners.

Climb needed a single source of truth and a way to scale support without sacrificing accuracy.

Results

With Twig, Climb Credit significantly improved the speed and quality of support for all stakeholders.

Instant answers for the Customer Experience team

Twig gives CX reps immediate, accurate explanations about:

• Loan details
• Program eligibility
• Application steps
• Repayment structure
• Documentation requirements

This eliminates time spent searching and reduces errors during peak periods.

Chat widget that supports schools and partners

A Twig-powered chat experience helps education partners get quick answers about:

• Reporting workflows
• Integration steps
• Operational processes
• Student onboarding questions
• Program guidelines

This reduces email volume, shortens turnaround times, and supports partners more efficiently.

Consistent, compliant responses

Twig ensures that all answers—whether to students or schools—reflect up-to-date policies, approved language, and internal processes.

Reduced load on internal subject-matter experts

Teams no longer need to escalate routine or documentation-heavy questions to operations or compliance.

Climb Credit now offers faster, more reliable support for students, schools, and partners—powered by Twig as the unified knowledge engine behind their CX and chat workflows.

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