How CVFR Travel Group automated the entire support workflow with LiveAgent

• 28% increase in first contact resolution
• 30% boost in team productivity
• 40% reduction in agent workload

CVFR Travel Group’s journey with LiveAgent started when they realized that a high agent workload due to manual processes required some optimization steps. Without a centralized system, ticket tracking and follow-ups were often missed or delayed, reducing overall efficiency.

They identified the need for an efficient tool to centralize all their customer queries in one place, as their team handled a large volume of customer queries across various email accounts and phone lines. This often led to delays in response times and made it difficult to maintain consistent service quality.

Since adopting LiveAgent, CVFR Travel Group has reduced its average response time from over an hour to under 20 minutes and boosted its overall support team productivity by 30%. Let’s delve into their journey with LiveAgent:

Faster responses for travelers

CVFR Travel Group runs multiple distinct business lines in Australia and New Zealand, including air ticket consolidation, GSA services for airlines to payment solutions and visa processing solutions.

Managing customer support across such a wide range of services came with its own set of challenges. That’s where LiveAgent came in.

Lenny Padowitz, General Manager – Strategy & Partnerships of CVFR Travel Group, says that the previous setup made it difficult to track customer queries effectively, leading to inefficiencies and missed follow-ups. 

“We decided to switch to LiveAgent because we needed a more organized ticketing system and a solution to streamline communication across multiple platforms,” – Lenny states.

LiveAgent offered the centralization and automation they were looking for, along with the ability to create rules that trigger actions. This helped them prioritize, assign, and respond to tickets faster. 

Automated helpdesk, guided by data

CVFR Travel Group turned to LiveAgent with a clear mission: centralize all customer communications via a ticketing system and simplify tracking and query resolution.

“We especially appreciated the automation rules and workflows, which significantly reduced manual tasks and ensured nothing slipped through the cracks,” – Lenny Padowitz. 

Access to detailed reporting and analytics was also an essential factor in CVFR Travel Group’s decision. They were looking for a solution for tracking team performance, identifying bottlenecks, and allowing them to make data-driven improvements.

Highlighting LiveAgent’s scalability, Lenny points out that they found the third-party integrations and customization options incredibly useful in tailoring the platform to fit their team’s specific needs and workflows.

Starting fresh with smarter support

CVFR Travel Group took a phased approach to implementing LiveAgent, following these key steps:

• Mapped out their existing support processes and identified pain points that LiveAgent could address
• Configured the ticketing system to reflect our workflow and built out custom automation rules to handle common requests
• Once the system was set up, connected their email channels and tested the whole journey from ticket creation to resolution
• Trained their agents through hands-on sessions, focusing on real use cases

Key achievements

After CVFR Travel Group went live with LiveAgent, they have seen significant improvements in manual workload reduction and the company’s overall support efficiency. These are the key takeaways from their recent success with LiveAgent:

• 20-minute average response time, reduced from more than an hour The new system significantly decreased average response times, ensuring customers get timely support and increasing overall satisfaction.
• 30% boost in team productivity Enhanced workflows and automation tools allowed the support team to handle more tasks efficiently, boosting overall productivity by 30%.
• 35% reduction in ticket resolution time Improvements in ticket routing and internal communication led to a faster resolution of customer issues, cutting resolution time by 35%.
• 28% increase in first-contact resolution rate Better access to knowledge base resources and improved agent training contributed to a 28% rise in first-contact resolutions.
• 40% reduction in agent workload Automation of repetitive tasks and smarter ticket distribution helped reduce the manual workload for agents by 40%.
• From 84% to 94%: a 10-point rise in customer satisfaction Customer satisfaction saw a measurable increase thanks to faster responses, higher resolution rates, and more personalized support.
• Notable improvement in post-interaction feedback Post-interaction surveys indicated a strong positive shift in how customers perceived their support experience, reflecting overall service improvement.

“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 in one place. It’s transformed how we manage support and empowered us to deliver faster, more consistent service at scale.”  

Scaling into the future

There’s no limit to how perfect the customer service experience can be. That’s why CVFR Travel Group plans to expand its horizons with LiveAgent by including new support channels like WhatsApp or Call Center. The next step in their journey is exploring more advanced reporting and analytics features with our helpdesk software. LiveAgent will continue to power CVFR Travel Group’s support operations as they scale, ensuring automated support, quicker responses, and a polished customer experience.