Shelf
About Shelf
The Shelf modern knowledge management platform helps businesses thrive with on-demand answers to the questions that block customer and employee success.
Shelf’s proprietary MerlinAI listens for questions and instantly suggests the best answers in search, chat, IVR, and forms. Results return helpful snippets that let businesses dig deeper on-demand. With Shelf, users can identify gaps between questions and answers and see how well the content meets customer needs. Health scores and content engagement dashboards also provide the necessary insights needed to prioritize constant improvements.
Shelf automates the entire knowledge lifecycle including content creation, review and approvals, announcements, ratings and comments. Embed Shelf into the CCaaS, CRM, or ticketing system to shorten response time and increase agent productivity. The knowledge platform is also open and extensible, providing pre-built integrations, SDKs, and APIs that integrate seamlessly with various enterprise applications.
Key benefits of Shelf
• Shelf for Contact Centers: Improve customer satisfaction, while reducing average handle times.
• Shelf for Enterprise Knowledge: Onboard new hires faster and get employees the answers they need.
• Shelf Agent Assist: Embed Shelf into the contact center and ticketing tools, so agents can focus on customers instead of systems.
• Shelf for Customer Self-Service: Improve chat bot accuracy, suggest answers in forms, and offer a fully branded self-service portal to deflect simple questions.
• Shelf Knowledge Lifecycle Automation: Continuously improve answers with less admin effort.
• Shelf Integrations: Deliver the right answers to the right place at the right time. Eliminate knowledge silos to save time and money with simpler infrastructure.
• Shelf Languages: Let customers and employees serve themselves and search in their native language.
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Reviews
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- Industry: Religious Institutions
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
A Unique Product and Team
Reviewed on 2018/08/20
Support team has been a genuine pleasure to work with. I have appreciated their helpfulness and...
Support team has been a genuine pleasure to work with. I have appreciated their helpfulness and care from initial contact, through the sales process, and now as a customer of several months. They are responsive to my requests and go out of their way to assist as needed, all while they continue to improve the product month by month.
Pros
Shelf offers the unique ability to combine a great variety of digital content from a diversity of places into one central, organized, and searchable location. This, coupled with an in-depth training and onboarding process, as well as thoughtful constraints within the platform, assist the user not only with building but also maintaining an orderly and useful digital library.
Cons
Shelf satisfies all of my major needs, but I do hope for future improvements in the areas of a) more advanced search features, b) finer-grained permissions options, c) more advanced tagging features, and d) custom fields and filters.
- Industry: International Trade & Development
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Shelf is a great content collaboration tool
Reviewed on 2017/10/16
Pros
High level organizational capabilities, easy to use & attractive interface, the Web Clipper. The organizational capabilities are great (especially if you implement your company’s existing file structure), but the search feature is so fine-tuned that you don’t need to be overly organized to find what you need.
Cons
There's no built in messaging or chat feature but they told me that a Slack integration was coming in the future.
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Shelf for the win!
Reviewed on 2019/06/20
As a proposal manager with a hefty proposal work load, and short deadlines, I need my response...
As a proposal manager with a hefty proposal work load, and short deadlines, I need my response content fast. Considering we have over 3,000 content records (and growing daily) there's a lot of information to sift through. Shelf makes this incredibly easy and efficient. Updating current records is super easy, as is adding in new content. And Shelf indexes it all amazingly fast!
Pros
Shelf is intuitive, easy to use, and extremely powerful. I appreciate the ease with which I can manage content; both creating new items, and managing current content.
Cons
So far I haven't found a lot to dislike about Shelf. Members of my team were hoping for Boolean search capabilities, but I find that searching with just basic terms brings back all the results I could possibly need. All thanks to the extreme indexing power of Shelf.
- Industry: Internet
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Shelf makes life easier.
Reviewed on 2017/10/16
Pros
Just like its integrations with other productivity tools such as GSuite, Gmail, Dropbox, Evernote, and others, Shelf integrates with your workflow seamlessly. Being organized with regard to digital content creates new opportunities for work, collaboration, and productivity, while also reducing stress and frustration that wasn't as visible before using Shelf.
Shelf FAQs
Below are some frequently asked questions for Shelf.Q. What type of pricing plans does Shelf offer?
Shelf offers the following pricing plans:
- Starting from: US$10.00/month
- Pricing model: Subscription
- Free Trial: Available
plans starting at $30 a user per month
Q. Who are the typical users of Shelf?
Shelf has the following typical customers:
51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Shelf support?
Shelf supports the following languages:
English, German, Russian, Spanish, Ukrainian
Q. Does Shelf support mobile devices?
Shelf supports the following devices:
Q. What other apps does Shelf integrate with?
Shelf integrates with the following applications:
Box, CXone Mpower, ClickHelp, Confluence, Contentful, Dropbox Business, File Requests for Google Drive, Firefox, Five9, Genesys Cloud CX, Google Chrome, Google Drive, Guru, Helpjuice, Intercom, Kustomer, Notion, OneDrive, Salesforce Platform, ServiceNow, Slack, Talkdesk, Zendesk Suite
Q. What level of support does Shelf offer?
Shelf offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat
Related categories
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