Shelf
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4.7 out of 5 stars
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Shelf Reviews & Product Details - Page 14

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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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MH
Sr. Manager of Customer Service
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?

Shelf has multiple types of KB formats. Allows APIs to many platforms and CRMS, and has AI to help connect solutions to your clients, agents, as well as help mitigate contacts. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

While there is reporting and insight, reporting into specific user usage could be helpful. Review collected by and hosted on G2.com.

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

To get a KB that allows decision trees, and links to solutions within them. To be able to mitigate contacts by presenting FAQs to clients using our system. Review collected by and hosted on G2.com.

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CR
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?

The efficiency, how it's integrated into our processes and systems so it's easily accessible for the team. And the user experience. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

I don't have any complaints so far - things have been great, including the support from Rick. Review collected by and hosted on G2.com.

Recommendations to others considering Shelf:

Absolutely Review collected by and hosted on G2.com.

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

We're solving product knowledge issues, accessibility to information, reducing handling time and after call work for our agents. Review collected by and hosted on G2.com.

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JF
Enterprise(> 1000 emp.)
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Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Shelf?

Shelf is easy to use for creating new content. It's easy to edit existing content, and it's easy to delete content that is no longer needed. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

Shelf does not have boolean search capabilities. Review collected by and hosted on G2.com.

Recommendations to others considering Shelf:

It's definitely worth giving a try if you are considering using Shelf. Review collected by and hosted on G2.com.

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

My organization uses Shelf to respond to RFP requirements. It makes it easy to locate response information and acts as an excellent repository for RFP content. Review collected by and hosted on G2.com.

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Verified User in Education Management
AE
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?

The faceted search is by far our favorite feature. It makes finding specific content in our very large library of materials easy and efficient. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

The inability to download multiple items at once continues to be a struggle for my team. We are told it will be a feature coming soon though. Review collected by and hosted on G2.com.

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

Shelf has modernized our workflows and made them more efficient. Review collected by and hosted on G2.com.

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BS
Enterprise(> 1000 emp.)
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Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Shelf?

Service was amazing. Provided a top notch delivery. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

I have not found anything yet. Every aspect is doing what I need it to. Review collected by and hosted on G2.com.

Recommendations to others considering Shelf:

Take the time to meet with them and they will blow your mind with the advanced application they have built. Review collected by and hosted on G2.com.

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

Replaced an aging application that was no longer helping us. Review collected by and hosted on G2.com.

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

It's very user friendly. Easy to search all the information an to use tags. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

I could update some functionalities, and the decision trees are hard to manage, too small, I would definitely improve that..and also to be able to add PDF documents. Review collected by and hosted on G2.com.

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

We use it for Knowledge articles so we can follow the right processes Review collected by and hosted on G2.com.

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EC
Account Care Manager
Enterprise(> 1000 emp.)
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Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about Shelf?

I like the ability to see entire files on one screen/zoom option, the central location of all documents for the office and the ability to cate Review collected by and hosted on G2.com.

What do you dislike about Shelf?

No ability to edit documents in shelf it’s self Review collected by and hosted on G2.com.

Recommendations to others considering Shelf:

It’s a lot different lay out than google drive but give it some time because it’s a great tool Review collected by and hosted on G2.com.

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

Organizing of files and central location for all files for entire off Review collected by and hosted on G2.com.

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lakeisha M.
LM
Special Education Instructional Assistant II
Education Management
Enterprise(> 1000 emp.)
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Review source: G2 invite
Incentivized Review
What do you like best about Shelf?

I liked that there was no technical person needed and can be set up fast Review collected by and hosted on G2.com.

What do you dislike about Shelf?

The product was on the expensive side even though it said inexpensive. Review collected by and hosted on G2.com.

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

Able to search materials and products Review collected by and hosted on G2.com.

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