Faster help, higher satisfaction —
built for service teams
LimeCall gives your service team skills-based routing, SLA callback timers, multi-channel request management, and post-call CSAT — all in one platform. 90% CSAT improvement, 80% first-call resolution.
Customer services tools that resolve issues fast
Multi-channel service requests
Accept service requests via phone callback, SMS, WhatsApp, or web form. All routed through the same platform and queued in priority order.
SLA callback timer
Set SLA response time targets per service tier. LimeCall alerts your team when a callback SLA is approaching and auto-escalates breaches.
Skills-based routing
Route service requests to the agent with the right skills for the issue — billing queries to billing specialists, technical issues to engineers.
Recorded calls for compliance
Every customer service interaction is recorded and stored securely. Replay calls for dispute resolution, quality assurance, and regulatory compliance.
Shared service inbox
All service requests — calls, callbacks, messages, and tickets — in one shared inbox. No issue falls through the cracks between channels or team members.
Post-call CSAT
Automatically send a CSAT survey after every service call. Capture satisfaction scores and feedback in real time, tied to the agent and call record.
Customer services use cases
Inbound service requests
Customers with service needs request a callback and are connected to the right agent in 28 seconds — no hold queue, no frustration.
Warranty claims
Warranty and product issue calls require specialist knowledge. LimeCall routes to the right team instantly and logs every interaction for compliance.
Technical support
Complex technical issues get routed to engineers with the right expertise. Full call recording ensures knowledge is captured for future training.
Billing inquiries
Sensitive billing queries are handled by dedicated billing agents. SLA timers ensure no billing dispute waits longer than your service standards allow.
How it works
Service request comes in
Customer submits a request via callback widget, SMS, WhatsApp, or web form. SLA timer starts immediately.
Skills-based routing fires
LimeCall matches the request to the best-skilled available agent and connects them within 28 seconds.
Issue resolved, CSAT captured
Agent resolves the issue with full CRM context. Call is recorded and a post-call CSAT survey fires automatically.
Frequently asked questions
What is customer services software?
Customer services software helps businesses handle inbound service requests across multiple channels — phone, SMS, web, and chat. LimeCall specialises in callback-driven service delivery, connecting customers to the right agent in 28 seconds with skills-based routing, SLA tracking, and full call recording.
How does skills-based routing improve service quality?
Skills-based routing ensures every service request reaches the agent best equipped to resolve it on the first contact. A billing dispute goes to a billing specialist. A technical fault goes to an engineer. This reduces transfers, lowers handle time, and dramatically improves first-call resolution rates.
What is an SLA callback timer and how does it work?
An SLA callback timer tracks the time between a service request and the callback being made. LimeCall lets you set SLA targets per customer tier or issue type. If a callback is approaching its SLA deadline without being answered, the system escalates to a supervisor and alerts the team — ensuring no SLA is breached without action.
Does LimeCall support multi-channel service requests?
Yes. LimeCall consolidates service requests from phone callbacks, SMS, WhatsApp, and web forms into a single shared service inbox. Every request is tracked, prioritised, and assigned — regardless of which channel the customer used to reach out.
How does post-call CSAT collection work in LimeCall?
After every service call, LimeCall automatically sends a CSAT survey to the customer via SMS or email. The survey is sent within minutes of call completion. Scores and feedback are captured in the LimeCall dashboard and tied to the agent, call recording, and customer record for full context.