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From the Team plan, customers rate each chat and each reply with one click and can add a comment. You see every rating on its conversation and per agent in one report, so you know where your support works and where customers leave unhappy.
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LiveAgent is help desk software with built-in customer satisfaction (CSAT) ratings: after every chat and with every ticket reply, the customer rates the help as positive, OK or negative and can add a comment.
Customer satisfaction software asks customers how happy they were with the help they got, and turns the answers into something your team can act on. Because the question comes at the end of each chat and with each reply, the rating belongs to a real conversation and a real agent, not to an anonymous survey sent weeks later.
After a chat, or from the link in your reply email, the customer picks positive, OK or negative and can add a comment.
The rating appears on the chat or ticket, in the Ranking agents report with the comment, and as each agent’s positive rating percentage in the performance report.
Find the conversations that went wrong, coach the agent, and act on rules when a negative rating arrives.
When a chat ends, the chat window asks how it went, with faces, thumbs or yes and no, depending on its design. For email, add the conversation link to your reply template, and customers rate the reply in your customer portal. For longer surveys, connect a survey tool:
| Tool | What it asks | Where the customer answers | How it works with LiveAgent |
|---|---|---|---|
| LiveAgent ratings | Positive, OK or negative, and a comment | In the chat window, or the customer portal from your reply email | Built in, from Team |
| Nicereply | CSAT, NPS and other surveys | Nicereply’s survey pages | Receives the ratings customers give in LiveAgent |
| Simplesat | CSAT and NPS surveys | Surveys in your ticket emails | Adds its surveys to your ticket notifications |
For your team
Ratings are only useful when someone reads them. LiveAgent puts them where your team works.
The Ranking agents report lists every rating with its comment, customer, agent and date, with search, filters and export to CSV. The performance report shows each agent's positive rating percentage.
Agents see their own ratings; owners, admins and roles you allow see everyone's, so you can thank your best agents and coach the rest.
Use a new rating as the trigger of a rule, for example to notify a team lead when a customer leaves a negative rating.
Open the conversation from any negative rating in the Ranking agents report and reply before the customer leaves.
Owners and admins can invalidate a rating given by mistake. It leaves the reports but stays visible, greyed out, in the list.
customer satisfaction at AquaSprouts, with more than 500 inquiries a month.
customer satisfaction at Atomer, a platform for building online stores.
customer satisfaction at Areto Systems, with 3 agents and 300+ tickets a month.
Up to 5 agents. Email, chat and AI for a small team getting started.
Up to 15 agents. Every channel, call center and AI for a growing team.
Any team size. More AI agents, departments and email accounts, plus MCP.
Turn on ratings and read your first customer comments within the 30-day free trial. No credit card, no setup fee.
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