Case Study: CVFR Travel Group achieves faster, more efficient support with LiveAgent

How CVFR Travel Group automated the entire support workflow with LiveAgent

CVFR Travel Group, an Australia and New Zealand travel-services company, was struggling with high agent workload, missed follow-ups, and slow responses because customer queries were scattered across multiple email accounts and phone lines. To centralize support and streamline communication, they turned to LiveAgent helpdesk software.

LiveAgent implemented a centralized ticketing system with automation rules, workflows, reporting, and integrations tailored to CVFR Travel Group’s processes. As a result, LiveAgent helped cut average response time from over an hour to under 20 minutes, improve team productivity by 30%, reduce agent workload by 40%, increase first-contact resolution by 28%, and raise customer satisfaction from 84% to 94%.

CVFR Travel Group

Lenny Padowitz

General Manager – Strategy & Partnerships