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Shelf
The Modern Knowledge Platform for The On-Demand World
Shelf Reviews - Page 2
105 reviews
Recommended
Shun M.
Financial Services, 1,001-5,000 employees
Used weekly for less than 6 months
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As an admin user, I want to give a big shoutout to Shelf's onboarding and customer success teams. They've been incredibly helpful. Whenever we reach out with inquiries, they respond promptly and offer valuable suggestions and solutions. Their responsiveness has truly made a positive impact on our experience.
Our primary usage is wiki pages for our call center agents. - The user interface is sophisticated and user-friendly. Our agents gave positive feedback on its simplicity. - Functionality to support agents in finding the right information is also our favorite: Wiki page suggestions through AI and IVR.
- The search function operates on an exact match basis, leading to no results if users make typos during their searches. - The migration process from our previous knowledge management system demanded more human resources than initially anticipated.
Brandon D.
Entertainment, 1,001-5,000 employees
Used daily for 1-2 years
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Overall our experience with Shelf has been positive. They have provided us with a solution to our Knowledge needs. We now have a single source of truth that our advisors can look to when helping customers. Their system is easy to use for both advisors and administrators. We have seen improvements in a number of metrics since the implementation of this tool which I believe Shelf has played a large role in.
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. Shelf has allowed our team to have a single location where our advisors are able to access all the information necessary to help customers when they contact us. My favorite part of Shelf is the announcements option. This has been a game changer for our team and makes it so we can directly communicate with our advisors. We no longer have to deliver information to Team leads and hope this information is delivered correctly to advisors. With announcements we can send communications, attach Gem, set due dates, and require confirmation. I've also been very pleased with Shelf's customer service. They are quick to respond to us when we have issues. Furthermore they have always been receptive to our needs and requests for improvements in the system.
Our advisors do not like how Shelf was integrated with Zendesk. The window size was an issue for them. They prefer using the website instead. I also wish that Shelf could integrate better with LMS's. We would love to have a one stop shop solution for our Knowledge and Training needs so our advisors didn't have to move between two different sites.