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Shelf

Cloud-based knowledge management solution

Last updated: February 2025

Table of Contents

Is this product right for your business?

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Shelf - 2025 Pricing, Features, Reviews & Alternatives

What is Shelf?

The Shelf modern knowledge management platform helps businesses thrive with on-demand answers to the questions that block customer and employee success.

Shelf’s proprietary MerlinAI listens for questions and instantly suggests the best answers in search, chat, IVR, and forms. Results return helpful snippets that let businesses dig deeper on-demand. With Shelf, users can identify gaps between questions and answers and see how well the content meets customer needs. Health scores and content engagement dashboards also provide the necessary insights needed to prioritize constant improvements.

Shelf automates the entire knowledge lifecycle including content creation, review and approvals, announcements, ratings and comments. Embed Shelf into the CCaaS, CRM, or ticketing system to shorten response time and increase agent productivity. The knowledge platform is also open and extensible, providing pre-built integrations, SDKs, and APIs that integrate seamlessly with various enterprise applications.

Benefits of using Shelf

• Shelf for Contact Centers: Improve customer satisfaction, while reducing average handle times.
• Shelf for Enterprise Knowledge: Onboard new hires faster and get employees the answers they need.
• Shelf Agent Assist: Embed Shelf into the contact center and ticketing tools, so agents can focus on customers instead of systems.
• Shelf for Customer Self-Service: Improve chat bot accuracy, suggest answers in forms, and offer a fully branded self-service portal to deflect simple questions.
• Shelf Knowledge Lifecycle Automation: Continuously improve answers with less admin effort.
• Shelf Integrations: Deliver the right answers to the right place at the right time. Eliminate knowledge silos to save time and money with simpler infrastructure.
• Shelf Languages: Let customers and employees serve themselves and search in their native language.

Starting from

Per month

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Shelf's key features

Most critical features, based on insights from Shelf users:

Knowledge Base Management

4.8

(45)

Access Controls/Permissions

4.8

(44)

Full Text Search

4.7

(49)

Document Storage

4.9

(38)

Content Management

4.6

(18)

Collaboration Tools

4.7

(29)

All Shelf features

Features rating:

4.6

(106)

Data Import/Export

4.0

(1)

Dashboard

5.0

(2)

Customizable Templates

5.0

(1)

Knowledge Management

4.8

(8)

Content Library

5.0

(2)

Search/Filter

5.0

(1)

Surveys & Feedback

5.0

(1)

Activity Dashboard

5.0

(2)

Audio File Management

4.7

(3)

Activity Tracking

5.0

(3)

Document Classification

5.0

(24)

Version Control

4.6

(16)

Reporting/Analytics

4.6

(26)

Self Service Portal

4.9

(16)

File Sharing

4.8

(19)

Optical Character Recognition

4.9

(14)

Third-Party Integrations

5.0

(3)

Workflow Management

5.0

(4)

Document Management

4.6

(11)

Archiving & Retention

4.8

(25)

Text Editing

4.1

(16)

Catalog Management

4.5

(6)

IVR

5.0

(1)

File Conversion

4.8

(12)

API

5.0

(1)

Customizable Branding

4.5

(13)

Reporting & Statistics

4.0

(1)

Content Publishing Options

(0)

Rich Text Editor

(0)

Communication Management

(0)

Commenting/Notes

5.0

(3)

SEO Management

(0)

Single Sign On

(0)

SSL Security

(0)

Chatbot

(0)

Tagging

(0)

Templates

(0)

Audit Trail

(0)

Approval Process Control

(0)

User Management

3.0

(1)

Video Support

5.0

(2)

Web Notifications

(0)

Website Integration

(0)

Widgets

(0)

Wiki

(0)

Alerts/Notifications

(0)

WYSIWYG Editor

(0)

Document Capture

(0)

Document Automation

(0)

Document Generation

(0)

Discussions/Forums

5.0

(1)

Document Review

(0)

Drag & Drop

(0)

Drag & Drop Editor

(0)

Email Alerts

(0)

Engagement Tracking

(0)

Feedback Management

(0)

Decision Support

4.3

(4)

File Recovery

(0)

Customizable Reports

(0)

Customizable Fields

(0)

Live Chat

(0)

Machine Learning

(0)

Multi-Language

(0)

Natural Language Processing

3.0

(1)

CRM

(0)

Pre-built Templates

(0)

Real-Time Notifications

(0)

Real-Time Reporting

(0)

Shelf awards

Artificial Intelligence

79/100

Shelf alternatives

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4.8

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Ease of Use

4.8

Features

4.6

Value for Money

4.8

Customer Support

5.0

Freshdesk

4.5

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Per month

Free trial

Free version

Ease of Use

4.5

Features

4.3

Value for Money

4.4

Customer Support

4.5

Zoho Desk

4.5

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Per month

Free trial

Free version

Ease of Use

4.4

Features

4.5

Value for Money

4.5

Customer Support

4.3

Korra

4.8

(17)

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Starting from

No pricing info

Free trial

Free version

Ease of Use

4.9

Features

4.7

Value for Money

4.9

Customer Support

5.0

Shelf pricing

Value for money rating:

4.8

Starting from

Per month

Per Feature

Pricing details

Subscription

Free trial

Free plan

Pricing range

view pricing plans

Shelf integrations (22)

Integrations rated by users

We looked through 106 user reviews, to identify which products are mentioned as Shelf integrations, and what is the users perception.

Zendesk Suite

Integration rating: 3.0 (1)

“We wanted to create a single loaction for our advisors to work out of. This meant having a CRM and Knowledge Base located in the same tool. While this is possible and there is a lot of positives to what Shelf is providing with this integration, our advisors just were not a fan of it and it was difficult for us to get their buy in. We eventually gave up on this effort and allow advisors to just access Shelf in whichever way they feel is best for them. ”

Brandon Dudleyu

Training and Knowledge Manager

Genesys Cloud CX

Integration rating: 5.0 (2)

Shelf support options

Typical customers

Freelancers

Small businesses

Mid size businesses

Large enterprises

Platforms supported

Web

Android

iPhone/iPad

Support options

FAQs/Forum

Email/Help Desk

Phone Support

Knowledge Base

Chat

Training options

Documentation

Live Online

Videos

Webinars

Shelf reviews

Overall rating

4.8

106

Positive reviews

Rating breakdown

Value for money
Ease of use
Features
Customer support
Likelihood to recommend9.35/10

Rating distribution

Pros

“Overall, Shelf has been amazing. When I've had any questions or issues, Rick has been a pleasure to work with.”

Chanel R.

Operations and Training Team Lead

“Highly recommended platform. I loved the options, customer support, very fast and easy to use, also user friendly.”

Nessibeli A.

Local Trainer

“Overall I have had a great experience with Shelf. The Shelf Team has been so incredibly helpful in the launch and revamps of the platform.”

SARAH B.

Training and Development

Cons

“If you're looking for a practical no nonsense tool that manages your informational inputs and integrates them with your your organizational structure and work outputs then look no further.”

Paul B.

International Development Consultant

“Dropbox, GDrive, OneDrive it's a mess - not anymore.”

Fabian H.

“We tried this and the window would be to small or to big, causing the agents frustration when answering calls.”

Jared O.

WFO Supervisor

Read all reviews

Shelf FAQs

Q. What type of pricing plans does Shelf offer?

Shelf has the following pricing plans:
Starting from: $10.00/month
Pricing model: Subscription
Free Trial: Available | (No Credit Card required)

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Q. Who are the typical users of Shelf?

Shelf has the following typical customers:
Large Enterprises, Mid Size Business, Public Administrations, Small Business

Q. What languages does Shelf support?

Shelf supports the following languages:
English, German, Russian, Spanish, Ukrainian

Q. Does Shelf offer an API?

Yes, Shelf has an API available for use.

Q. What other apps does Shelf integrate with?

Shelf integrates with the following applications:
Firefox, Talkdesk, Dropbox Business, ClickHelp, CXone Mpower, Genesys Cloud CX, Helpjuice, Five9, OneDrive, Google Drive, Box, Slack, ServiceNow, Guru, Confluence, Kustomer, Notion, Salesforce Platform, Intercom, Contentful, Google Chrome, Zendesk Suite

Q. What level of support does Shelf offer?

Shelf offers the following support options:
FAQs/Forum, Email/Help Desk, Phone Support, Knowledge Base, Chat