Shelf Software

Shelf Software

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About Shelf

Shelf: The Modern Knowledge Management Platform We live in an on-demand world where a few minutes delay can be the difference between failure and success. Shelf helps modern businesses thrive with on-demand answers to the questions that block customer and employee success. At Shelf, we believe that good answers inspire great customer service, get great customer reviews, and scale great businesses. There are three core aspects of Shelf Knowledge Platform: Answer, Learn, and Improve. 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 you dig deeper on-demand–not long articles that waste precious time. Our platform identifies gaps between questions and ans...
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Shelf Knowledge Platform Home Screen

Shelf User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

5

Value for money

5

Customer support

5

Functionality

4.5

Showing 1 - 5 of 83 reviews

User Profile

Jordanne

Verified reviewer

Company size: 51-200 employees

Industry: Education Management

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

August 2018

Excellent resource for maintaining quality control and communication across our organization

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.

Jared

Company size: 1,001-5,000 employees

Industry: Hospitality

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by the software vendor to submit an honest review.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

November 2020

The Best Knowledge Base Software

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.

Reasons for choosing Shelf

The ease of use! the others didn't have the robust features we need like SHELF had. SHELF was easy to use, and it just had better layouts than the others we looked at.

Don

Company size: 11-50 employees

Industry: Research

Time used: Less than 6 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
3

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

February 2019

Cloud Based Knowledge Management System

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.

Rudy

Verified reviewer

Company size: 1,001-5,000 employees

Industry: Logistics and Supply Chain

Time used: Less than 12 months

Review Source: Capterra

This reviewer was invited by the software vendor to submit an honest review.
5

Ease-of-use

out of 5
4

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

July 2021

Very good and well-rounded tool

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.

Reasons for choosing Shelf

Especially because of the diversity of knowledge content. We needed to create decision trees or the like in order to present our users with guided workflows. That was impossible to do with the alternatives.

Reasons for switching to Shelf

The tool had technical limitations that made it necessary for us to find a more powerful tool/platform.

Brian

Company size: 1,001-5,000 employees

Industry: Industrial Automation

Time used: Less than 12 months

Review Source: Capterra

This reviewer was invited by the software vendor to submit an honest review.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

October 2020

Shelf Partners with OPEX

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.

Reasons for switching to Shelf

Unable to the feature set that Shelf offered.

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