Case Study: Tarrant County achieves faster, more efficient citizen service with LiveHelpNow

Tarrant County Receives Prestigious National Award for Its Live Chat Program

Tarrant County’s Clerk’s office needed a better way to serve residents across a large, high-volume county while reducing long phone queues and improving response times. Working with LiveHelpNow, the county added live chat and chatbot capabilities to its website to give residents a faster, more efficient way to get answers and connect with the right department.

LiveHelpNow helped Tarrant County create a system that combines automation with human support, including 24/7 bot assistance, real-time translation, chat transcripts, and feedback tools. The results were strong: call volume in some areas dropped by nearly 80% within 90 days, about 50% of inquiries are now resolved immediately, and the program contributed to a National Association of Counties achievement award.

Tarrant County

Matthew Loughran

IT Senior Project Manager