In a traditional CRM, the team records the conversation. In Shimli, the conversation is the record.
A traditional CRM stores what the team writes down after talking to the customer. Shimli's CRM is born from conversations: every message, call and email lands on the customer's case on its own, the pipeline moves with what happens in the conversation and AI agents act inside it. If you already use Salesforce or HubSpot, Shimli connects to them.
Why choosing well matters
- 56%
- of customers say they often have to repeat or re-explain information to different people at a companySalesforce, State of the Connected Customer ↗
- 28%
- of their week is what sales reps spend selling; the rest goes to tasks like data entry and deal managementSalesforce, State of Sales · 2023 ↗
- 65%
- of online adults prefer contacting a business by chat rather than by email or phoneKantar for Meta, 13 countries · March 2024 ↗
Where the time goes
The difference isn't having a CRM or not, but who keeps it up to date.
In a traditional CRM, the team
- Copies into the CRM what was said on WhatsApp or by phone
- Moves each deal's stage by hand
- Looks up the history in another tool
- Asks the customer to explain their case again
- Replies only during office hours
What isn't written down doesn't exist for the next advisor.
In Shimli, the platform
Hi, I spoke with you yesterday about order 4821. Has it shipped?
- The conversation lands on the customer's case on its own, whatever the channel
- The agent recognizes the customer and checks the order in your system
- The pipeline moves with what happens in the conversation
- If a person is needed, they get the case with full context
The customer repeats nothing and the advisor copies nothing.
The comparison, point by point
It isn't one against the other: many companies use both. The table shows what each one specializes in.
| Criterion | Traditional CRMe.g. Salesforce or HubSpot |  Shimli's conversational CRMwith AI agents |
|---|---|---|
| Where the data comes from | From what the team records and its integrations | From every conversation, which lands on the case on its own |
| Customer channels | Added through modules or integrations | Eight channels in one inbox, with official WhatsApp |
| Sales or case pipeline | Complete and highly configurable | A conversation pipeline that moves with what happens in the chat |
| Agents that serve and act | Depending on each vendor's plan and setup | Included; created by conversation in under 10 minutes |
| WhatsApp and SMS campaigns | With additional tools or integrations | From the same Flow Builder, with measurement |
| If you already have one | It stays your system of record | Connects with Salesforce and HubSpot through integration |
The CRM, omnichannel inbox, pipeline, campaigns and agents are in the same $139 monthly plan. See pricing
When each one fits
It isn't a contest: they're tools for different problems.
A traditional CRM fits if…
- Your sale is long, with many meetings and few chat conversations.
- You need a central record for many areas of the company.
Shimli's CRM fits if…
- Your customers write on WhatsApp, Instagram, web or call.
- You handle high volume and want an agent to resolve the repetitive part.
- You want the record kept automatically, with nothing copied by the team.
Frequently asked questions
What people ask when comparing.
Create your first agent in under 10 minutes.
Describe what you need to the assistant and watch the agent work. Or we book 30 minutes and look at it on your operation.
