Case Study: CVFR Travel Group lifts first-contact resolution 28% with LiveAgent
Key results
The challenge
CVFR Travel Group is one of Australia's largest travel business groups, spanning air ticket consolidation, airline GSA services, payments, and visa processing. High agent workload from manual processes and the absence of a centralized ticket-tracking system led to missed follow-ups and delayed responses across multiple email accounts and phone lines.
The solution
CVFR switched to LiveAgent to organize ticketing and streamline communication across its channels. Automation of the support workflow, unified ticket tracking, and detailed reporting gave the team full visibility over customer interactions and reduced manual errors.
“The single biggest reason I would recommend LiveAgent is its ability to automate and streamline our entire support workflow—saving time, reducing manual errors, and giving our team full visibility over every customer interaction.”
LPLenny PadowitzGeneral Manager – Strategy & Partnerships, CVFR Travel Group
The results, in context
LiveAgent reports CVFR Travel Group raised first-contact resolution 28%, boosted team productivity 30%, cut ticket resolution time 35%, and reduced agent workload 40%. Customer satisfaction rose from 84% to 94%, and average response time fell from over an hour to under 20 minutes. Figures are quoted from LiveAgent's published success story and dated to retrieval.