Lime CRM Features
Platform (14)
Customization
Allows administrators to customize to accommodate their unique processes. Includes ability to create custom objects, fields, rules, calculations, and views. 52 reviewers of Lime CRM have provided feedback on this feature.
Workflow Capability
Automates a process that requires a series of steps that typically require intervention by a several different users. Administrators can write rules to determine who and when a user needs to complete a step. Also includes notification of users when they need to take action. 46 reviewers of Lime CRM have provided feedback on this feature.
User, Role, and Access Management
Based on 51 Lime CRM reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Internationalization
Enables users to view and transact business with the same content in multiple languages and currencies. This feature was mentioned in 43 Lime CRM reviews.
Sandbox / Test Environments
Allows administrators to easily develop and test changes to the CRM deployment. After changes are made admins can easily migrate the changes into the "live" or "production" environment. This feature was mentioned in 43 Lime CRM reviews.
Document & Content Mgmt.
Based on 47 Lime CRM reviews. Allows consuming, publishing and editing content from a central interface. Content management for CRM systems might include presentations, documents, images and other related electronic files.
Performance and Reliability
Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took. This feature was mentioned in 50 Lime CRM reviews.
Output Document Generation
Allows administrators to create templates that enable users to quickly generate dynamic documents in various formats based on the data stored in the application. This feature was mentioned in 45 Lime CRM reviews.
Mobile User Support
Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization
Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management
Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration
Integrates with other customer service software to improve support and enhance functionality
Reporting
Provides analytics tools that reveal important business metrics and track progress
Dashboards
Displays important metrics relating to performance
Sales Force Automation (9)
Contact & Account Management
As reported in 65 Lime CRM reviews. Store and retrieve information associated to customer contacts and accounts. Track company-wide communication and information about contacts and accounts.
Partner Relationship Mgmt. (PRM)
As reported in 51 Lime CRM reviews. Manage partners by tracking channel partner leads and sales opportunities. Provide a partner portal to collaborate with channels on sales opportunities and to share product, pricing, quoting, ordering, and training information
Opportunity & Pipeline Mgmt.
Manage sales opportunities through their lifecycle from lead to order. Track stages, values, and probabilities of close. Manage sales pipelines by individual sales rep, team, region, and company-wide. 60 reviewers of Lime CRM have provided feedback on this feature.
Task / Activity Management
As reported in 61 Lime CRM reviews. Manage and track tasks and activities. Assign due dates and integrate to calendars to manage daily schedules and priorities.
Territory & Quota Management
As reported in 49 Lime CRM reviews. Assign and manage sales quotas and territories. Track progress against quotas. Change as needed.
Desktop Integration
Based on 61 Lime CRM reviews. Allows users to sync their Email, Calendar and Contact tools with their CRM system. Includes Microsoft Outlook and Google integration.
Product & Price List Management
Enter product/part numbers and manage the prices associated with them. Typically functionality allows users to add products and prices to opportunities and quotes if these modules are provided within the same system. 52 reviewers of Lime CRM have provided feedback on this feature.
Quote & Order Management
As reported in 53 Lime CRM reviews. Allows users to create a quote to be provided to a customer that contain at least products, prices and associated discounts. Order management allows users to process orders that contain products, prices and associated discounts.
Customer Contract Management
Management of contracts made with customers. Contract management includes negotiating the terms and conditions in contracts and ensuring compliance with the terms and conditions, as well as documenting and agreeing on any changes or amendments that may arise during its implementation or execution. 55 reviewers of Lime CRM have provided feedback on this feature.
Marketing Automation (4)
Email Marketing
Allows users to send email to contacts in bulk. Common features include: Built in Email templates, social media integration, Subscriber list management, sign up forms, success rate reports, AB testing and auto-responders. This feature was mentioned in 57 Lime CRM reviews.
Campaign Management
Optimizes the process for organizations to develop and deploy multiple-channel marketing campaigns to target groups or individuals and track the effect of those campaigns, by customer segment, over time. This feature was mentioned in 55 Lime CRM reviews.
Lead Management
Allows users to manage and track leads though a process. The lead process typically involves steps such as: 1. Lead Generation, 2. Customer Inquiry, Inquiry Capture, Lead Filtering, Lead Grading, Lead Distribution and Lead Qualification. 55 reviewers of Lime CRM have provided feedback on this feature.
Marketing ROI Analytics
Enables analysis of effectiveness of an organizations various marketing activities 44 reviewers of Lime CRM have provided feedback on this feature.
Customer Support (8)
Case Management
Based on 59 Lime CRM reviews. Tracks issues/help requests reported by customers through the resolution process.
Customer Support Portal
Provides a convenient way for customers to get answers to inquiries, post service issues, place orders, view order histories, and gain access to other information contained in the knowledge base. 56 reviewers of Lime CRM have provided feedback on this feature.
Knowledge Base
Based on 54 Lime CRM reviews. Information repository that provides a means for information to be collected, organized, shared, searched and utilized. Allows customers to get answers to common questions.
Call Center Features
Based on 50 Lime CRM reviews. Allows customer support professionals access to all information required to support the customer including customer information, case history and related customer social activity. Common features include: call recording, analytics, workforce management, call script management, and compliance management.
Support Analytics
Enables analysis of customer support activities to optimize customer support professionals, processes and tools. 47 reviewers of Lime CRM have provided feedback on this feature.
Text
Is able to process inquiries submitted by text data from live chat, email, or SMS
Speech
Comprehends human speech and can transcribe it to text for processing
Knowledge Base
The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries
Integration (3)
Data Import & Export Tools
Based on 51 Lime CRM reviews. Ability to input, modify and extract data from the application in bulk through a structured file.
Integration APIs
Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc with other software applications. This feature was mentioned in 50 Lime CRM reviews.
Breadth of Partner Applications
To what extent are there partner applications readily available for integrating into this product? Partner applications typically provide complementary, best of breed functionality not offered natively in this product. 39 reviewers of Lime CRM have provided feedback on this feature.
Mobile & Social (3)
Social Collaboration Features
Enables multiple users to interact by sharing information to achieve a common goal. Social collaboration focus's on the identification of groups and collaboration spaces in which messages are explicitly directed at the group and the group activity feed is seen the same way by everyone This feature was mentioned in 41 Lime CRM reviews.
Social Network Integration
Use public social networks to listen and engage with customers. Allows users to filter what’s important and respond quickly. Often this functionality allows questions and requests from customers on social networks to case management. This feature was mentioned in 44 Lime CRM reviews.
Mobile User Support
Based on 47 Lime CRM reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Reporting & Analytics (3)
Reporting
Enables reporting of all data contained within the system. Typically contains standard reports as well as the ability to create ad-hoc reports. This feature was mentioned in 56 Lime CRM reviews.
Dashboards
An easy to read, often single page, real-time user interface, showing a graphical presentation of the current status and historical trends of an organization’s Key Performance Indicators (KPIs) to enable instantaneous and informed decisions to be made at a glance 52 reviewers of Lime CRM have provided feedback on this feature.
Forecasting
Based on 49 Lime CRM reviews. Enables projection of sales revenue, based on historical sales data, analysis of market surveys and trends, and salespersons' estimates.
Ticket and Case Management (8)
Ticket Creation User Experience
User Experience of creating and submitting a ticket
Ticket Response User Experience
User Experience of responding and receiving a response
Workflow
Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response
Respond to common requests with standard reply
SLA Management
Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration
Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database
Central repository for account and contact information
Communication Channels (5)
Customer Portal
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case
Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support
Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Voice
Make and receive calls directly in the application. Track and record calls for analysis.
Self-Service Experience (5)
Knowledge Base
Provides a repository of information that can be used by those seeking support.
Searchable Articles
Makes articles in the knowledge base searchable on the web.
Community Forums
Enables users to engage with other users to solve common issues.
Mobile Optimization
Optimizes the customer self-service experience on mobile devices
Personalization
Gives the user targeted, personalized results based on their activity or preferences
Self-Service Platform (4)
Branding
Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.
Automation
Automates some or all operation related tasks
Artificial Intelligence
Utilizes artificial intelligence to improve workflows or customer experiences
Integrations
Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools
Communication (5)
Pop-up Chat
Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Notifications
Delivers notifications to both sides of the conversation.
Targeted Emails
Sends automated emails to further engage clients and potential clients.
In-App Messaging
Allows for live chat to be enabled within the app for customer help.
Co-Browsing
Allows agents to join a customer's browser session and navigate through the website with them.
Internal Use (6)
Customization
Allows users to customize chat colors, text, logos, and branding.
Conversation Archiving
Archives conversations in a separate location for later reference.
Lead Development
Enables employees to denote potential customers.
Knowledge Base
Establishes a knowledge base for employee reference during conversations.
Team Inbox
Provides a central location for help requests, helping employees respond sooner.
Customer Profiles
Allows for the creation of profiles for contacts and customers.
Channels (3)
Multi-Channel Coverage
Software incorporates multiple digital communications channels.
Open Listening
Allows incorporation of inbound contacts from non-marketing channels.
Physical Media
Includes physical media (mail, flyers, billboards, etc.) in the channels mix.
Design (5)
Communications Strategy Development
Allows planning and deployment of an overall communications strategy.
Create Content
Includes or integrates with content creation apps.
Personalization
Outbound communications are segmented and personalized.
Inbound Identification
Inbound contacts are identified and handled based on history.
Regulatory Compliance
Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.
Automation (3)
Ticket Resolution
The platform is able to automatically determine how to resolve help tickets without assistance by human agents
Customization
The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence
Intelligent Routing
When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to
Artificial Intelligence (3)
Learning
The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses
Language
Multilingual capabilities allow the AI to process inquiries from many languages
Conversational AI
The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers
Generative AI (8)
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text-to-Speech
Simulates human-like speech from text inputs.
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
Agentic AI - Customer Self-Service (7)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Multi-step Planning
Ability to break down and plan multi-step processes
Cross-system Integration
Works across multiple software systems or databases
Adaptive Learning
Improves performance based on feedback and experience
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Decision Making
Makes informed choices based on available data and objectives
Agentic AI - Help Desk (3)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Agentic AI - CRM (7)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Multi-step Planning
Ability to break down and plan multi-step processes
Cross-system Integration
Works across multiple software systems or databases
Adaptive Learning
Improves performance based on feedback and experience
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Decision Making
Makes informed choices based on available data and objectives
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Technology Glossary Features
View definitions of the features and discover new technology terms.
Case management refers to the processing of data and procedures for resolving cases. Learn more about case management, its benefits, and its applications.
SLA management is the process of ensuring that all the services and procedures of a business align with the service level agreement (SLA). Learn more about why SLA management is essential, the benefits it offers, and which best practices are appropriate for it.




