What Is Shelf?

Shelf is an AI first knowledge platform that helps on-demand businesses improve service and increase productivity with fast, helpful answers to customer and employee questions. Shelf 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. Automate content publishing to every channel. Rated #1 for ease of use.

Who Uses Shelf?

Modern businesses where employees need immediate answers to their questions. Improve efficiency and accuracy of employee interactions, reduce costs, and onboard employees faster with Shelf.

Where can Shelf be deployed?

Cloud-based
On-premise

About the vendor

  • Shelf
  • Located in Stamford, US
  • Founded in 2015

Shelf support

  • Phone Support
  • Chat

Countries available

Austria, Canada, Denmark, Finland, France and 10 others

Languages

English, German, Russian, Spanish, Ukrainian

Shelf pricing

Starting Price:

Not provided by vendor
  • No free version

Shelf does not have a free version.

About the vendor

  • Shelf
  • Located in Stamford, US
  • Founded in 2015

Shelf support

  • Phone Support
  • Chat

Countries available

Austria, Canada, Denmark, Finland, France and 10 others

Languages

English, German, Russian, Spanish, Ukrainian

Shelf videos and images

Shelf Software - Shelf Knowledge Platform Home Screen
Shelf Software - AI-Powered Pinpoint Accurate Search
Shelf Software - Shelf Feedback Manager
Shelf Software - Shelf KM Excellence Dashboard
Shelf Software - Shelf Integrations
View 6 more
Shelf video
Shelf Software - Shelf Knowledge Platform Home Screen
Shelf Software - AI-Powered Pinpoint Accurate Search
Shelf Software - Shelf Feedback Manager
Shelf Software - Shelf KM Excellence Dashboard
Shelf Software - Shelf Integrations

Features of Shelf

  • Access Controls/Permissions
  • Activity Tracking
  • Alerts/Notifications
  • Archiving & Retention
  • Cataloging/Categorization
  • Chatbot Software
  • Collaboration Tools
  • Commenting/Notes
  • Content Library
  • Content Management System (CMS) Software
  • Customizable Branding
  • Customizable Templates
  • Dashboard Software
  • Discussions/Forums
  • Document Classification
  • Document Management Software
  • Document Storage
  • Feedback Management
  • File Conversion
  • File Sharing Software
  • Full Text Search
  • IVR/Voice Recognition
  • Knowledge Base Management
  • Knowledge Management Software
  • Multi-Language
  • Reporting/Analytics
  • Rich Text Editor
  • SEO Management
  • Search/Filter
  • Self Service Portal
  • Text Editing
  • User Management
  • Version Control
  • Widgets
  • Workflow Management Software

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Kipwise is a smart company knowledge management tool that integrates seamlessly with Slack, Google Drive, Chrome and more.

Reviews of Shelf

Average score

Overall
4.9
Ease of Use
4.8
Customer Service
5.0
Features
4.6
Value for Money
4.8

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
89%
4
10%
3
1%
Jordanne
Jordanne
Manager of Family and Community Engagement in US
Verified LinkedIn User
Education Management, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source

Excellent resource for maintaining quality control and communication across our organization

5.0 4 years ago

Comments: 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
WFO Supervisor in US
Hospitality, 1,001-5,000 Employees
Used the Software for: 1+ year
Reviewer Source

The Best Knowledge Base Software

5.0 2 years ago

Comments: 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.

Vincent
Business Intelligence in US
Telecommunications, 1,001-5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Excellent Knowledgebase Management Tool

5.0 3 weeks ago New

Comments: I have been using Shelf for a long time and I am extremely impressed with its knowledge management and content organization capabilities. The software allows for quick search and categorization of all our files and information. This greatly reduces time and improves efficiency because there is no confusion about outdated or incorrect material. It is easy to manage permissions and sharing. My company likes to use it to onboard new employees since it is easy to set up a series of well-documented product and training guides. Overall, it's an excellent knowledgebase management tool and the Shelf team has been very supportive.

Pros:

The product is intuitive and straightforward. Shelf provides admins with detailed analytics and control features. It also integrates well with the other applications that my organization uses. For typical users, the software's design as well as search make finding documents quick and seamless.

Cons:

The knowledgebase management tool is great for any textbase documents, but it lacks features that can be improved if it offered better functionality and scaling of specific file types.

Don
Head of Operations in India
Research, 11-50 Employees
Used the Software for: 1-5 months
Reviewer Source

Cloud Based Knowledge Management System

3.0 4 years ago

Comments: 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.

Karianne
Competence & Quality Manager in Finland
Financial Services Software, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source

Status quo - using Shelf

4.0 last week New

Comments: I really love to work with Shelf. I think it is modern design, easy to use and really good search-function.

Pros:

I really like how easy it is to create and manage content in Shelf. It is also easy to invite new users, create usergroups and change userroles. Maintenence function with directly feedback from user is so good and help us to structure and document all kind of changes we do. I think the sync between Feedback and CPW could be better, because you need to be an collaborater to solve the connection between feedback/publish function. Maybe it also is because I do not know how i should use it correct, though..

Cons:

I miss the possibility to create a even more personal business layout at the front page. I want to explain for all the users how Shelf is build for our company, how you should use it and it when they should use it. I also miss an function where you can assign GEMs directly to owner of the document. For example there should be an function when you create a GEM to select an user who is responisble for keeping that document up to date or that other people in the organization could know easier who is responsible for this manual/routine.. Now they only can see who's created or last changed the document.. That is not good enough for us so we have started to use the category-function for assignee different document to different "users/teams/departments"