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Tidio vs Shelf Comparison (2026)
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Good recommendations?
Overview
Tidio is a customer service suite with help desk, live chat, chatbot, and AI agent options. Lyro, it's conversional AI chatbot, is capable of resolving up to 64% of incoming issues. Sign up for a free 7-day trial.
The Shelf modern knowledge management platform helps businesses thrive with on-demand answers to the questions that block customer and employee success. Awarded for overall usability by Gartner Digital Markets for three consecutive quarters.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
No videos yet
Pricing
User reviews
4.7
590
5
4
3
2
1
467
101
15
2
5
- Value for money
- Ease of use
- Features
- Customer support
85%
would recommend this app4.8
106
5
4
3
2
1
91
13
2
0
0
- Value for money
- Ease of use
- Features
- Customer support
93%
would recommend this appPros
“The live chat helps users instantly ask queries about admissions, fees, results, timetables, and login issues.”
MD
Monika D.
Software Engineer
“You can also customize these autoflows to suit your business needs, such as sending messages, updating orders, or setting appointment reminders.”
KS
KRISANPAL S.
Digital Marketing Executive
“Apart from enhancing the client experience, this one-on-one communication helps us to gather relevant data regarding encounters, which we can then apply to improve our products and services.”
BL
Brandon L.
Sales Manager
Pros
“Shelf is a great tool when it comes to our overall knowledge management needs. Since our implementation of Shelf we have seen an increase in advisor engagement and sentiment towards our knowledge management efforts.”
BD
Brandon D.
Training and Knowledge Manager
“With announcements we can send communications, attach Gem, set due dates, and require confirmation.”
BD
Brandon D.
Training and Knowledge Manager
“Tool functionality abilities (Answer Assist, chatbot integration, language containment within one gem, search functionality within documents, etc.).”
AW
Annie W.
Associate Manager, Call Center Technology
Cons
“The email integration doesn't seem to want to work, I set it up as per the instructions but the emails never end up in Tidio although it is showing up in my coporate account.”
WH
Wadhah H.
Founder
“I think the least stuff that I like, maybe is that a little complicate to match information using a website, For example in my website couldn't match the subcategory of products, but”
LR
LUIS R.
Marketing and Branding Coordinator
“I was promised a free upgrade to help promote the product, but after multiple follow-ups, I never received a reply from the partner or support team.”
CJ
Calvin J.
Marketer
Cons
“I don't agree with this, but many of the agents who use Shelf struggle with the search algorithm; when they use a search term to find something specific, the result they want is sometimes the 3rd or 4th result, not the 1st.”
SH
Shannon H.
Content Specialist
“Our advisors do not like how Shelf was integrated with Zendesk.”
BD
Brandon D.
Training and Knowledge Manager
“I also miss an function where you can assign GEMs directly to owner of the document.”
KT
Karianne T.
Competence & Quality Manager
- Vendor responds to reviews
- Last review7 months ago
- Vendor responds to reviews
- Last reviewa year ago
Key features
- Total features180
- A/B Testing
- AI
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Agentic Task Execution
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Application Management
- Appointment Management
- Appointment Scheduling
- Approval Process Control
- Archiving & Retention
- Assignment Management
- Attachments/Screencasts
- Audience Targeting
- Audio File Management
- Audit Trail
- Augmented Analytics
- Automated Responses
- Automated Routing
- Automated response
- Autonomous Task Execution
- Autoresponders
- Batch Communications
- Business Process Automation
- CRM
- CRM Integration
- Calendar Management
- Call Center Management
- Call Recording
- Campaign Management
- Campaign Segmentation
- Canned Responses
- Case Management
- Catalog Management
- Chat/Messaging
- Chatbot
- Client Portal
- Co-Browsing
- Code-free Development
- Collaboration Tools
- Collection of information
- Commenting/Notes
- Communication Management
- Communications Strategy Development
- Compliance Management
- Configurable Workflow
- Contact Database
- Contact Management
- Content Library
- Content Management
- Content Publishing Options
- Contextual Guidance
- Control
- Conversation Archiving
- Conversation Intelligence
- Conversational AI
- Create Content
- Cross-system Integration
- Customer Communication
- Customer Database
- Customer Experience Management
- Customer History
- Customer Profiles
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Customization
- Customization Interface
- Dashboard
- Data Extraction
- Data Import/Export
- Data Security
- Data Storage Management
- Data Visualization
- Decision Making
- Decision Support
- Discussions/Forums
- Document Automation
- Document Capture
- Document Classification
- Document Generation
- Document Management
- Document Review
- Document Storage
- Drag & Drop
- Drag & Drop Editor
- Drip sequences
- Email Alerts
- Email Automation
- Email Management
- Email Templates
- Email Tracking
- Email to Case
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Conversion
- File Recovery
- File Sharing
- For Sales Teams/Organizations
- For Sales/Marketing
- For eCommerce
- Full Text Search
- Gamification
- Generative AI
- Geotargeting
- Group Messaging
- Help Desk Management
- Human Handover
- Human-in-the-loop (HITL)
- IVR
- Inbound Identification
- Inbox Management
- Integrations
- Intelligent Routing
- Intent Recognition
- Interaction Tracking
- Interactive Content
- Inventory Management
- Key Performance Indicators
- Knowledge Base
- Knowledge Base Management
- Knowledge Management
- Language
- Language Detection
- Lead Capture
- Lead Development
- Lead Distribution
- Lead Gathering
- Lead Generation
- Lead Management
- Lead Nurturing
- Lead Qualification
- Learning
- Live Chat
- Machine Learning
- Macros/Templated Responses
- Menu bars
- Mobile Access
- Mobile App
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Channel Management
- Multi-Channel Marketing
- Multi-Language
- Multi-step Planning
- Multiple Data Sources
- Natural Language Interaction
- Natural Language Processing
- Notifications
- Offline Form
- On-Demand Communications
- One-to-One Messaging
- Open Listening
- Optical Character Recognition
- Other
- Performance Metrics
- Personalization
- Pre-Configured Bot
- Pre-built Templates
- Predictive Analytics
- Prioritization
- Proactive Assistance
- Proactive Chat
- Product Recommendations
- Profiles
- Query Suggestions
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-time Consumer-facing Chat
- Real-time Conversations
- Regulatory Compliance
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Rich Text Editor
- Role-Based Permissions
- Role-based access
- Route To Human
- SEO Management
- SSL Security
- Sales Conversion
- Screen Sharing
- Search/Filter
- Self Service Portal
- Single Sign On
- Surveys & Feedback
- Tagging
- Templates
- Text Editing
- Third-Party Integrations
- User Management
- Version Control
- Video Support
- WYSIWYG Editor
- Web Notifications
- Website Integration
- Widgets
- Wiki
- Workflow Management
- Total features81
- A/B Testing
- AI
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Agentic Task Execution
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Application Management
- Appointment Management
- Appointment Scheduling
- Approval Process Control
- Archiving & Retention
- Assignment Management
- Attachments/Screencasts
- Audience Targeting
- Audio File Management
- Audit Trail
- Augmented Analytics
- Automated Responses
- Automated Routing
- Automated response
- Autonomous Task Execution
- Autoresponders
- Batch Communications
- Business Process Automation
- CRM
- CRM Integration
- Calendar Management
- Call Center Management
- Call Recording
- Campaign Management
- Campaign Segmentation
- Canned Responses
- Case Management
- Catalog Management
- Chat/Messaging
- Chatbot
- Client Portal
- Co-Browsing
- Code-free Development
- Collaboration Tools
- Collection of information
- Commenting/Notes
- Communication Management
- Communications Strategy Development
- Compliance Management
- Configurable Workflow
- Contact Database
- Contact Management
- Content Library
- Content Management
- Content Publishing Options
- Contextual Guidance
- Control
- Conversation Archiving
- Conversation Intelligence
- Conversational AI
- Create Content
- Cross-system Integration
- Customer Communication
- Customer Database
- Customer Experience Management
- Customer History
- Customer Profiles
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Customization
- Customization Interface
- Dashboard
- Data Extraction
- Data Import/Export
- Data Security
- Data Storage Management
- Data Visualization
- Decision Making
- Decision Support
- Discussions/Forums
- Document Automation
- Document Capture
- Document Classification
- Document Generation
- Document Management
- Document Review
- Document Storage
- Drag & Drop
- Drag & Drop Editor
- Drip sequences
- Email Alerts
- Email Automation
- Email Management
- Email Templates
- Email Tracking
- Email to Case
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Conversion
- File Recovery
- File Sharing
- For Sales Teams/Organizations
- For Sales/Marketing
- For eCommerce
- Full Text Search
- Gamification
- Generative AI
- Geotargeting
- Group Messaging
- Help Desk Management
- Human Handover
- Human-in-the-loop (HITL)
- IVR
- Inbound Identification
- Inbox Management
- Integrations
- Intelligent Routing
- Intent Recognition
- Interaction Tracking
- Interactive Content
- Inventory Management
- Key Performance Indicators
- Knowledge Base
- Knowledge Base Management
- Knowledge Management
- Language
- Language Detection
- Lead Capture
- Lead Development
- Lead Distribution
- Lead Gathering
- Lead Generation
- Lead Management
- Lead Nurturing
- Lead Qualification
- Learning
- Live Chat
- Machine Learning
- Macros/Templated Responses
- Menu bars
- Mobile Access
- Mobile App
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Channel Management
- Multi-Channel Marketing
- Multi-Language
- Multi-step Planning
- Multiple Data Sources
- Natural Language Interaction
- Natural Language Processing
- Notifications
- Offline Form
- On-Demand Communications
- One-to-One Messaging
- Open Listening
- Optical Character Recognition
- Other
- Performance Metrics
- Personalization
- Pre-Configured Bot
- Pre-built Templates
- Predictive Analytics
- Prioritization
- Proactive Assistance
- Proactive Chat
- Product Recommendations
- Profiles
- Query Suggestions
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-time Consumer-facing Chat
- Real-time Conversations
- Regulatory Compliance
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Rich Text Editor
- Role-Based Permissions
- Role-based access
- Route To Human
- SEO Management
- SSL Security
- Sales Conversion
- Screen Sharing
- Search/Filter
- Self Service Portal
- Single Sign On
- Surveys & Feedback
- Tagging
- Templates
- Text Editing
- Third-Party Integrations
- User Management
- Version Control
- Video Support
- WYSIWYG Editor
- Web Notifications
- Website Integration
- Widgets
- Wiki
- Workflow Management
Integrations
- Total integrations42
- Adobe Commerce
- Agentforce
- Agile CRM
- BigCommerce
- Box
- Brevo
- Campaign Monitor by Marigold
- Capsule
- ChatGPT
- Claude
- ClickHelp
- Confluence
- Contentful
- Dropbox
- Drupal
- Ecwid
- Five9
- FreshBooks
- Genesys Cloud CX
- GetResponse
- Google Analytics 360
- Guru
- Helpjuice
- Highrise
- HubSpot CRM
- Jimdo
- Joomla
- Klaviyo
- Kommo
- Kustomer
- MailerLite
- Netskope One Platform
- NiCE CXone
- Nimble
- Notion
- Omnisend
- OneDrive
- OpenCart
- Pipedrive
- PrestaShop
- ProProfs Knowledge Base
- SITE123
- Salesforce Platform
- Shift4
- Shift4Shop
- Shopify
- Shopify Plus
- Shopware
- Slack
- Squarespace
- Talkdesk
- UserVoice
- Webydo
- Weebly
- Wix
- WooCommerce
- WordPress
- Zendesk Suite
- Zoho CRM
- Total integrations20
- Adobe Commerce
- Agentforce
- Agile CRM
- BigCommerce
- Box
- Brevo
- Campaign Monitor by Marigold
- Capsule
- ChatGPT
- Claude
- ClickHelp
- Confluence
- Contentful
- Dropbox
- Drupal
- Ecwid
- Five9
- FreshBooks
- Genesys Cloud CX
- GetResponse
- Google Analytics 360
- Guru
- Helpjuice
- Highrise
- HubSpot CRM
- Jimdo
- Joomla
- Klaviyo
- Kommo
- Kustomer
- MailerLite
- Netskope One Platform
- NiCE CXone
- Nimble
- Notion
- Omnisend
- OneDrive
- OpenCart
- Pipedrive
- PrestaShop
- ProProfs Knowledge Base
- SITE123
- Salesforce Platform
- Shift4
- Shift4Shop
- Shopify
- Shopify Plus
- Shopware
- Slack
- Squarespace
- Talkdesk
- UserVoice
- Webydo
- Weebly
- Wix
- WooCommerce
- WordPress
- Zendesk Suite
- Zoho CRM
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