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Shelf Logo
Shelf

The Modern Knowledge Platform for The On-Demand World

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Shelf Pricing, Features, Reviews and Alternatives

Shelf product overview

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.

Key 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 your employees the answers they need

- Shelf Agent Assist:
Embed Shelf into your contact center and ticketing tools, so agents can focus on your customers instead of your 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 your customers and employees serve themselves and search in their native language, because Shelf supports over 100.

- ROI Starts on Day 1 with Shelf:
80% less time looking for answers
30% shorter average handle times
40% fewer support escalations
$M saved per year with faster onboarding

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 pricing information

Value for money

4.8

/5

83

Starting from

ic-pricetag

No pricing info

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Shelf features

Functionality

4.7

/5

83

Total features

77

6 categories

Most valued features by users

Third Party Integrations
API
Customizable Branding
Activity Dashboard
Content Management
Reporting/Analytics
Reporting & Statistics
Customizable Templates

Functionality contenders

Shelf users reviews

Overall Rating

4.9

/5

83

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9.45/10
Rating distribution

5

4

3

2

1

75

7

1

0

0

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

CR

Chanel R.

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

NA

Nessibeli A.

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.

SB

SARAH B.

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.

PB

Paul B.

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

FH

Fabian H.

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

JO

Jared O.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Excellent resource for maintaining quality control and communication across our organization

Reviewed 4 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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The Best Knowledge Base Software

Reviewed 2 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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Cloud Based Knowledge Management System

Reviewed 3 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Very good and well-rounded tool

Reviewed a year ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Shelf Partners with OPEX

Reviewed 2 years ago

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.

Shelf FAQs and common questions

Q. What type of pricing plans does Shelf offer?

Shelf has the following pricing plans:
Pricing model: Subscription


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, NICE CXone, Genesys Cloud CX, Five9, Google Drive, Slack, Kustomer, Salesforce Platform, Google Chrome, Zendesk


Q. What level of support does Shelf offer?

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

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