About Shelf

Shelf is redefining the future of work with answer automation, quickly connecting people with the knowledge they need to do their job. Our highly awarded, innovative knowledge automation platform revolutionizes how organizations curate and distribute company knowledge so customers know more, and agents can do more.

Shelf's proprietary MerlinAI transforms an organization’s difficult-to-use, legacy knowledge base into knowledge automation, which delivers on-demand, contextualized answers to employees, prospects, and customers directly to the tools and channels they use.

Our knowledge technology is open and extensible, providing pre-built integrations, SDKs, and APIs that integrate seamlessly with enterprise applications. By placing knowledge at the core of your tech stack infrastructure, company mindshare and accurate resources are available to improve the customer experience and employee productivity

In all the ways traditional knowledge bases have failed, Shelf succeeds. Deliver high-quality CX at scale and enable your people to know more with Gartner’s #1 knowledge solution for Ease of Use.

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Shelf

Key benefits of Shelf

- Automatically surface answers to employees and customers
- Leverage AI to automatically improve resources and findability
- Shorten training and improve virtual onboarding
- Ensure only accurate, up-to-date, information is used
- Reduce AHT and cost per interaction without sacrificing quality

Devices

Business size

S M L

Markets

Canada, United Kingdom, United States

Supported Languages

English

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Shelf

Images

Shelf Software - Declutter, organize, and surface the most important content
Shelf Software - Create folders and sort content with tags, filters, and badges
Shelf Software - Browse by using over 8 different filters, including; tags, dates, document type, added by and source
Shelf Software - Add people to groups to share only content that’s relevant to them
Shelf Software - Find exact keywords and instantly navigate with pinpoint accurate search
Shelf Software - Shelf<>Genesys Integration
Shelf Software - Shelf<>Salesforce Integration
Shelf Software - Shelf<>Kustomer Integration
View 8 more
Shelf Software - Declutter, organize, and surface the most important content Shelf Software - Create folders and sort content with tags, filters, and badges Shelf Software - Browse by using over 8 different filters, including; tags, dates, document type, added by and source Shelf Software - Add people to groups to share only content that’s relevant to them Shelf Software - Find exact keywords and instantly navigate with pinpoint accurate search Shelf Software - Shelf<>Genesys Integration Shelf Software - Shelf<>Salesforce Integration Shelf Software - Shelf<>Kustomer Integration

Features

Total features of Shelf: 52

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Alerts/Notifications
  • Archiving & Retention
  • Audio File Management
  • CRM
  • Cataloging/Categorization
  • Categorisation/Grouping
  • Collaboration Tools
  • Commenting/Notes
  • Committee Management
  • Content Library
  • Content Management
  • Customizable Branding
  • Customizable Forms
  • Decision Support Software
  • Discussions / Forums
  • Document Classification
  • Document Management
  • Document Storage
  • Drag & Drop
  • Engagement Tracking
  • Event Management
  • File Conversion
  • File Management
  • File Sharing
  • Filtering
  • Full Text Search
  • Fundraising Management
  • Knowledge Base Management
  • Member Database
  • Membership Management
  • Optical Character Recognition
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Self-Learning
  • Single Sign On
  • Surveys & Feedback
  • Tagging
  • Text Editing
  • Third Party Integrations
  • Version Control
  • Video Support
  • Volunteer Management
  • Workflow Management

Alternatives

Guru

4,6
#1 Alternative to Shelf
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Kustomer

4,5
#2 Alternative to Shelf
Kustomer is the omnichannel customer management platform focused on delivering standout experiences - not resolving...

LiveAgent

4,7
#3 Alternative to Shelf
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Talkdesk

4,5
#4 Alternative to Shelf
Talkdesk provides all the benefits of enterprise contact center software, without all the complexity.

Reviews

Overall rating

4,9 /5
(83)
Value for Money
4,8/5
Features
4,7/5
Ease of Use
4,9/5
Customer Support
5,0/5

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Showing 5 reviews of 83
Jordanne O.
Overall rating
  • Industry: Education Management
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Excellent resource for maintaining quality control and communication across our organization

Reviewed on 2018/08/28

My overall experience with SHELF has been incredibly positive. First and foremost the customer...

My overall experience with SHELF has been incredibly positive. First and foremost the customer service and personal attention has been wonderful. I never go more than a few hours without answers to my questions and they are always ready to listen and work on any issues I am having no matter how minor. I really feel like they take their clients wants and needs into account as they develop updates and the response that I have gotten from my own organization has been overwhelmingly positive.

Pros

This software is incredibly user friendly and I have really appreciated the ability to create separate libraries for all of the different stakeholders in my organization. It makes the navigation of the resource super intuitive for my staff and allows everyone to put their hands on what they need exactly when they need it. The ability to store and share a multitude of different file types as resources has also been invaluable.

Cons

There is not much I don't like about the software but one update that I am eagerly anticipating is the ability to upload and have a master copy of a resource in my organization library and have it replicated in other libraries. This will cut down on the amount of uploads and also allow us to have stronger version control on resources that we use across the organization and across our different regions.

Jared O.
Overall rating
  • Industry: Hospitality
  • Company size: 1 001-5 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The Best Knowledge Base Software

Reviewed on 2020/11/12

SHELF has been great! Before SHELF I created a website knowledge base for us to use, noting my...

SHELF has been great! Before SHELF I created a website knowledge base for us to use, noting my website didn't have a good search feature, the ability to create folders, nor the real feel of a knowledge base. Getting SHELF helped us finally step into the real world of knowledge bases, and the work they have put into this web based software is superior. I am enjoying my time with it, and the ease of use of SHELF has made it an outstanding product.

Pros

One of the features of this product is its online! I love the option of having it web based, and not downloaded onto your PC, giving access where ever I go.

The Ease of use is fantastic! It doesn't take much to learn, and has the ability for anyone to be able to pick up and use. If you are familiar with social media (Twitter for example) you will feel right at home with the hashtag feature.

Cons

The only issue ive had with the software would be, my agents didn't care to much for the intergration with NiCE Incontact. We tried this and the window would be to small or to big, causing the agents frustration when answering calls. It would always pop up, and the agents would of liked the ability to be able to click it when they need it, instead of the popping up with every call.

Alternatives Considered

HubSpot Marketing Hub and LiveAgent

Reasons for Switching to Shelf

The ease of use! the others didn't have the robust features we need like SHELF had. SHELF was easy to use, and it just had better layouts than the others we looked at.
Don D.
Overall rating
  • Industry: Research
  • Company size: 11-50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Cloud Based Knowledge Management System

Reviewed on 2019/02/18

We wanted a product that would help us manage our knowledge better. The product is good , but the...

We wanted a product that would help us manage our knowledge better. The product is good , but the overall speed / refresh rate is poor in-spite of us using more than 50 mbps.

Pros

The search features , quick customer care responses and online tutorials.

Cons

The speed and the sense that they were learning the functionalities of the product on the job.

Rudy C.
Overall rating
  • Industry: Logistics & Supply Chain
  • Company size: 1 001-5 000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Very good and well-rounded tool

Reviewed on 2021/07/28

Very good. I'd definitely recommend it

Very good. I'd definitely recommend it

Pros

I really liked the diversity of knowledge content one can create. Decision trees and wikis were the most important for us, and we found them tremendously useful.

Cons

The visuals of the frontend seemed a bit rudimentary, and we weren't able to modify or customize them.

Alternatives Considered

Guru, Kustomer and Talkdesk

Reasons for Choosing Shelf

The tool had technical limitations that made it necessary for us to find a more powerful tool/platform.

Switched From

Helpjuice

Reasons for Switching to Shelf

Especially because of the diversity of knowledge content. We needed to create decision trees or the like in order to present our users with guided workflows. That was impossible to do with the alternatives.
Brian S.
Overall rating
  • Industry: Industrial Automation
  • Company size: 1 001-5 000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Shelf Partners with OPEX

Reviewed on 2020/10/20

Great team to work with and I look forward to the next several years of this partnership.

Great team to work with and I look forward to the next several years of this partnership.

Pros

I love the application, but I really love the partnership I have with my Shelf Team. They have been a great resource for us building this tool.

Cons

Honestly I have not found anything I don't like. It's easy to manage and build.

Showing 5 reviews of 83 Read all reviews

Shelf FAQs

Below are some frequently asked questions for Shelf.

Shelf offers the following pricing plans:

  • Starting from:
  • Pricing model: Subscription
  • Free Trial: Not Available

plans starting at $30 a user per month

Shelf has the following typical customers:

201-500, 501-1 000, 1 001+

Shelf supports the following languages:

English

Shelf supports the following devices:

Shelf integrates with the following applications:

Dropbox Business, Genesys Cloud CX, Google Drive, Kustomer, NICE CXone, Salesforce Platform, Slack

Shelf offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

Related categories

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