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Aircall vs Shelf Comparison (2026)

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Aircall

Shelf

Overview

Make every phone conversation count and give time back to your reps with 100+ CRM, Helpdesk, and software integrations.

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

view more detailsview details

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

view more detailsview details

Video & Screenshots

No videos yet

Pricing

Starting from

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

Starting from

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

User reviews

4.2

467

251

135

Value for money

Ease of use

Features

Customer support

72%

would recommend this app

4.8

106

Value for money

Ease of use

Features

Customer support

93%

would recommend this app

Pros

“VR, call routing, business hours, shared inboxes, call tagging, and analytics provide everything a growing team needs to manage calls professionally.”

Louis s.

CTO

“What I liked most about Aircall is that it allows me to make and receive work-related calls without using my personal phone number.”

Aleah H.

OSS

“Aircall delivers a premium, highly efficient experience for B2B sales and support teams heavily reliant on CRM automation.”

Maria L.

Executive Assistant

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.”

Brandon D.

Training and Knowledge Manager

“With announcements we can send communications, attach Gem, set due dates, and require confirmation.”

Brandon D.

Training and Knowledge Manager

“Tool functionality abilities (Answer Assist, chatbot integration, language containment within one gem, search functionality within documents, etc.).”

Annie W.

Associate Manager, Call Center Technology

Cons

“This went on for over 3 months with about 5 exchanges back and forth until I had enough and asked to cancel. When I go to cancel they basically said too bad, you signed a year long contract and have continued to charge me even though I ported all my phone numbers back to old service provider. ”

Brian M.

Founder

“We're moving to a different provider mainly because of this lack of flexibility around contracts, not the calling product itself.”

Peter W.

CEO

“Aircall does not have the feature to recall your frequently used speaker and microphone device and you have to select it every time you login.”

Joseph M.

Customer Concierge

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.”

Shannon H.

Content Specialist

“Our advisors do not like how Shelf was integrated with Zendesk.”

Brandon D.

Training and Knowledge Manager

“I also miss an function where you can assign GEMs directly to owner of the document.”

Karianne T.

Competence & Quality Manager