Shelf
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Shelf
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4.7 out of 5 stars
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Shelf Reviews & Product Details - Page 13

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Shelf Overview

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What is Shelf?

Shelf is a modern knowledge platform that helps on-demand businesses improve service and increase productivity with fast, helpful answers to customer and employee questions. Shelf's MerlinAI listens for questions and instantly suggests the best answers in search, self-service portals, web forms, chat, CRM, support apps, and contact center platforms. Identify gaps between questions and answers with Shelf analytics and automate content publishing to every channel. Rated #1 for ease of use.

Shelf Details
Product Website
Discussions
Shelf Community
Languages Supported
Arabic, Bulgarian, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Hungarian, Indonesian, Icelandic, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified), Chinese (Traditional)
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Product Description

Shelf is a content sharing platform designed to help distributed teams organize, declutter, and instantly find their most important resources in one place.

How do you position yourself against your competitors?

Shelf goes far beyond traditional knowledge management by embedding our proprietary MerlinAI across the entire platform.
MerlinAI matches questions to answers, so customers and agents spend less time searching for information and more time solving problems.
With Shelf admins no longer have to manage the entire knowledge lifecycle themselves since it’s fully automated.
Shelf’s Agent Assist integrates into your CCaaS, CRM, and support systems to shorten response time and increase agent productivity. Agents can also use simple decision trees and search the entire library without the need to switch screens. No more knowledge silos – save time and money with simpler infrastructure.
Our customers improve deflection by up to 25% by resolving low-effort inquiries via fully-branded self-service portal, smarter chatbots, and AI-powered answers in forms. With Shelf, you can provide reliable, 24/7 customer service and scale your support volume while saving costs.

Seller Details
Seller
Shelf
Company Website
HQ Location
Stamford, CT
Twitter
@shelf_io
1,251 Twitter followers
LinkedIn® Page
www.linkedin.com
211 employees on LinkedIn®
Description

Shelf is a knowledge management platform designed to help organizations streamline their information sharing and improve team collaboration. It offers tools for content organization, search, and retrieval, enabling users to easily access and manage their knowledge resources. By integrating with various applications and providing a user-friendly interface, Shelf aims to enhance productivity and ensure that teams have the right information at their fingertips. For more information, visit their website at https://shelf.io.

Oksana Z.
OZ
Overview Provided by:
Oksana Zdrok

Recent Shelf Reviews

Sean G.
SG
Sean G.Mid-Market (51-1000 emp.)
5.0 out of 5
"Knowledge Retrieval and Management as it should be"
Integration with our contact center solution was seamless and easy. The Search Copilot feature has significantly reduced time spent by our agents ...
Read more
Heather D.
HD
Heather D.Enterprise (> 1000 emp.)
5.0 out of 5
"Seeking a Better Way with Shelf"
With a focus of excellence, Shelf was a clear choice when selecting this platform for our knowledge management system. Our experience with Shelf so...
Read more
Christine V.
CV
Christine V.Small-Business (50 or fewer emp.)
5.0 out of 5
"An easy way to elevate your team and product!"
1) Shelf is most helpful when it comes to content managing. The automatic reminders and allowing different individuals to have a peice in the creat...
Read more
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Shelf Media

Shelf Demo - Shelf Knowledge Platform Homepage
The Shelf modern knowledge management platform helps businesses thrive with on-demand answers to the questions that block customer and employee success.
Shelf Demo - AI-Powered Search
Save valuable time with AI-powered pinpoint faceted accurate search
Shelf Demo - Analytics
Our powerful analytics suite helps you understand what content is most used, what needs to be changed, and what's going out-of-date. Dashboards visualize your key results and metrics to quickly understand performance across knowledge, teams and users.
Shelf Demo - Shelf <> Genesys Integration
Embed Agent Assist to deliver right answers in the Genesys agent's interface. Agents can also search the entire content library directly from the Shelf widget.
Shelf Demo - Shelf <> Salesforce Integration
Shelf’s Managed Package for Salesforce provides direct access to your organization’s knowledge library. No custom implementation required, a simple installation with minimal configuration needs combines the power of Salesforce and Shelf.
Shelf Demo - Shelf <> Kustomer Integration
Our Kustomer integration brings knowledge automation to your support CRM platform of choice—powering better knowledge retrieval for deflection tools and chatbots, as well as the most accurate Agent Assist in market.
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138 Shelf Reviews

4.7 out of 5
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138 Shelf Reviews
4.7 out of 5
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Shelf Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for ShelfQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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Silvana T.
ST
Enterprise(> 1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Shelf?

easy to use, organized, key words are great , filters help reduce the results in a search, easy to create decision trees and pages as we see fit, really enjoy the reminders feature, comments feature helps us to keep the knowledge base up to date/current Review collected by and hosted on G2.com.

What do you dislike about Shelf?

I would like the ability to save versions. If we make an error we lose everything and so with versions we would be able to revert back to a previous version. Review collected by and hosted on G2.com.

Recommendations to others considering Shelf:

Its a great product, staff is great to deal with Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

up to date information which is critical for our contact center. We cater to HR, Finance and Technology therefore the organized folder are great! Review collected by and hosted on G2.com.

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Verified User in Leisure, Travel & Tourism
AL
Mid-Market(51-1000 emp.)
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Review source: G2 invite on behalf of seller
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What do you like best about Shelf?

Shelf is easy to use, easy to understand, and working with 35 languages is quite easy with the multilanguage function in place. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

I would have liked some more options for the UI and being able to control the output of the content displayed. Perhaps some more design templates. Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

We have a multilanguage FAQ. Review collected by and hosted on G2.com.

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Verified User in Education Management
UE
Enterprise(> 1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Shelf?

I am a school social worker and I use Shelf regularly for resources posted by a school social work association. I typically utilize the Social Emotional Learning, Trauma Informed Care, and Mental Health folders. I really appreciated the quick upload of COVID-19 resources to the website back in March! I find Shelf well-organized and user friendly. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

I wish there were more practical tools to use with students. For example, templates, such as a biopsychosocial template. It would also be nice to be able to network, or consult with other school social workers on the site. Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

I have been able to provide more structural or systemic organization at my school with the guidance of Shelf. Review collected by and hosted on G2.com.

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CS
Mid-Market(51-1000 emp.)
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What do you like best about Shelf?

You can easily make updates to the gems. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

You can't make changes and publish later Review collected by and hosted on G2.com.

Recommendations to others considering Shelf:

The system is easy to use and maintain. You can add data in multiple ways, (wiki page, document, video, etc). Changes can be made quickly and shared immediately. Managing who can access and their permission levels is easy. Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

Our previous system did not allow us to easily search for gems. Searching is quick and easy. We also utilize the decision trees and it makes walking through a process easy whether you are new or a veteran. Review collected by and hosted on G2.com.

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Verified User in Telecommunications
UT
Enterprise(> 1000 emp.)
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What do you like best about Shelf?

I can type in search what i need to find an then find the solution quickly. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

Somethimes the case is specific and the correct procedure is not logical for me. Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

How to makce particial refund, what CR to use..... Review collected by and hosted on G2.com.

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Alikhan N.
AN
Agent of Customer Service
Mid-Market(51-1000 emp.)
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Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best about Shelf?

The content, an opportunity to mark the articles as "favorite" Review collected by and hosted on G2.com.

What do you dislike about Shelf?

I haven't seen anything yet that I would dislike in Shelf Review collected by and hosted on G2.com.

Recommendations to others considering Shelf:

The best knowledge base so far Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

The easy way to find the needed article, to search Review collected by and hosted on G2.com.

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Verified User in Package/Freight Delivery
UP
Mid-Market(51-1000 emp.)
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Review source: G2 invite on behalf of seller
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Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best about Shelf?

It is easy to search the article that interests us and get the necessary information. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

Everything is fine.. nothing to complain. Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

Order cancellations and refund procedures.. Review collected by and hosted on G2.com.

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Verified User in Broadcast Media
AB
Small-Business(50 or fewer emp.)
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Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Shelf?

Excellent knowledge base tool and really took our experience for the agents to another level.The search works great and the support from Shelf is excellent. They continue to grow and upgrade and improve each service offered. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

The seperation of Admin and User accounts, makes it harder to manage licenses. The decision tree improved but there are still some small issues/bugs Review collected by and hosted on G2.com.

Recommendations to others considering Shelf:

You won't be dissapointed with the support and the ease of using the tool. The decision Tree and comments changed the way we have been doing things within our organisation Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

Feedback from the agents is much easier, our information has never been accurate like this before. Usage of the tool is higher than ever. Review collected by and hosted on G2.com.

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Verified User in Consumer Services
AC
Mid-Market(51-1000 emp.)
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Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Shelf?

Most of all I like the intuitive structure of Shelf. I can upload any knowledge and relevant content or create it directly in Shelf and communicate it to different groups in a simple and effective way. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

The only thing I don't like is that I didn't get to work with Shelf earlier. It makes things a lot easier!! Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

I use shelf for transfer important information to different business partners. It is very important that everyone gets the information they need and has easy access to it. With shelf this is a piece of cake and the outcome is better than I could imagine before. Review collected by and hosted on G2.com.

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Verified User in Leisure, Travel & Tourism
UL
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Shelf?

fast and uncomplicated access and the intuitive backend makes it easy to use for all teams Review collected by and hosted on G2.com.

What do you dislike about Shelf?

nothing so far, we got everything we expected for our challenges Review collected by and hosted on G2.com.

Recommendations to others considering Shelf:

try it Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

we created an internal knowledge center (wiki) to give easy access to complex content to an decentral team that needs to answer questions very fast (operations and customer service teams) Review collected by and hosted on G2.com.

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