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, SaaS, Web-based
About the vendor
- Shelf
- Located in Stamford, U.S.
- Founded in 2015
- Phone Support
- Chat
Languages
English, German, Russian, Spanish, Ukrainian
Shelf pricing
Starting Price:
- No free version
Shelf does not have a free version.
About the vendor
- Shelf
- Located in Stamford, U.S.
- Founded in 2015
- Phone Support
- Chat
Languages
English, German, Russian, Spanish, Ukrainian
Shelf videos and images
Compare Shelf pricing with similar products
Features of Shelf
Alternatives to Shelf
Reviews of Shelf
Jordanne O.
Excellent resource for maintaining quality control and communication across our organization
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 O.
Alternatives Considered:
The Best Knowledge Base Software
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.
Don D.
Cloud Based Knowledge Management System
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.
Rudy C.
Alternatives Considered:
Very good and well-rounded tool
Comments: 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.
Brian S.
Shelf Partners with OPEX
Comments: 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.
