Shelf

RATING:

4.9

(94)

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...

Awards and Recognition

FrontRunner 2023
Software Advice's FrontRunners report ranks top products based based on user reviews, which helps businesses find the right software.
Shelf Knowledge Platform Home Screen
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Shelf Reviews

Overall Rating

4.9

Ratings Breakdown

Secondary Ratings

Ease-of-use

5

Customer Support

5

Value for money

5

Functionality

4.5

Most Helpful Reviews for Shelf

1 - 5 of 92 Reviews

User Profile

Jackson

Verified reviewer

Fund-Raising, 2-10 employees

Used daily for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed August 2018

Our 'walled garden' called Shelf

We were searching for a archiving solution that would package our company's offline and online resources (designs, documents, ideas, etc.) into a value add, easy to find, easy to use tool for our customers. Shelf provided the exact solution. Similar to how Google provides valuable search options, Shelf give us (the originator) a way to package resources and then offer in a secure walled off 'garden' , so our customers can 'harvest' those resources.

PROS

Having a "Google like" (search by tags) generated system of classifying and organizing online/offline content onto one cloud platform is transformational. By allowing the end user (in our case, customers) to search via tags, then find>view>download any and all content relating to our relationship with them, the overall 'findability' and value of our resources increases expotentially. The value increases because it's not just sitting in some obscure Dropbox, it's growing and being harvested in "our walled garden" by our customers. For genre specific content, we can upload new content, tag with appropriate genre related tags and automatically 'push out' the material. Soon as the tags are applied, then all members of that genre have access to the material AND are automatically notified. Versus the old method of copy>paste individual files into each customer's Dropbox folder. The thumbnail display, which is truly amazing, provides a visual reference to the items searched for and shortens the final mile of the search to the speed of light. Tagging is an art and Shelf customer onboarding walks you through the learning curve (changing from the file folder based system).

CONS

Still working on versioning, but the workaround works for us.

Karianne

Financial Services, 51-200 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by the software vendor to submit an honest review.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed January 2023

Status quo - using Shelf

I really love to work with Shelf. I think it is modern design, easy to use and really good search-function.

PROS

I really like how easy it is to create and manage content in Shelf. It is also easy to invite new users, create usergroups and change userroles. Maintenence function with directly feedback from user is so good and help us to structure and document all kind of changes we do. I think the sync between Feedback and CPW could be better, because you need to be an collaborater to solve the connection between feedback/publish function. Maybe it also is because I do not know how i should use it correct, though..

CONS

I miss the possibility to create a even more personal business layout at the front page. I want to explain for all the users how Shelf is build for our company, how you should use it and it when they should use it. I also miss an function where you can assign GEMs directly to owner of the document. For example there should be an function when you create a GEM to select an user who is responisble for keeping that document up to date or that other people in the organization could know easier who is responsible for this manual/routine.. Now they only can see who's created or last changed the document.. That is not good enough for us so we have started to use the category-function for assignee different document to different "users/teams/departments"

Linda

Leisure, Travel & Tourism, 501-1,000 employees

Used weekly for less than 12 months

Review Source: Capterra
This reviewer was invited by the software vendor to submit an honest review.

OVERALL RATING:

4

EASE OF USE

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

3

Reviewed May 2021

Shelf review

PROS

It's easy to use, easy to learn, easy to master and has good functionality.

CONS

It lacks some more functions like templates for UI and such. I would have liked more options to be able to structure the UI and the customer experience.

Carla

Construction, 201-500 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by the software vendor to submit an honest review.

OVERALL RATING:

5

EASE OF USE

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed March 2023

Excellent knowledge management system, easy to use with amazing support team on hand.

First and foremost, The support that we have received along the way from the team at Shelf has been phenomenal and no question has gone unanswered. Weekly meetings were arranged in order to keep on top of our progress and keep us updated with any new features. We currently have 9 different stores, selling different construction materials, each overseen by a different team. Shelf has allowed us to easily categorise our gems, whilst allowing all users to have access to a much wider range of knowledge and FAQs. This provides our teams with the ability to cross-sell with much more ease and also provides answers to questions they would not have known before.

PROS

As a business that sell over 100,000 products online, and did not previously have any form of knowledge management system, we love being able to store everything in one place and have everything so easily accessible at the click of a button, or the search of a keyword. Shelf is so easy to navigate and it's even easier to categorise all of your gems in the right places. It's been such a smooth experience uploading our content into the system, with the help of the amazing team at Shelf.

CONS

We have only found benefits with using Shelf so far and no cons to note.

April

Verified reviewer

Music

Used daily for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed November 2017

User Friendly with Great Features and Functionality!

PROS

The top 3 features of Shelf for CMDW, Inc include Sync, Search and Sharing. Shelf syncs with Google Drive and Dropbox to help users better organize and access files. Once files are synced, users can search for files via keyword(s) - even if you don't remember the title or when it was created. It's quick and easy to drag and drop files or folders to an updated private or shared folder from there (or simply leave in the current folders, as Shelf retains the original filing properties/locations during sync). Shelf is already setup with four permission levels - along with a "groups" feature to making sharing at specific access levels a breeze. I should also point out that Shelf works well with all types of files and media, including documents, audio, video and more - which is especially important for the creatives on our team! There are plenty of organization and collaboration tools out there - I've tried several, but Shelf has hit the UX (user experience) nail on the head. It's visually appealing and less intimidating for my clients and team members who are less tech savvy. The onboarding process for me was actually pretty fun. The demo was informative and tailored to my unique organizational needs. Customer rep really listened to my challenges and showed me how Shelf can solve many of our current problems. I'm really excited to finally have a functional solution for file management. No more lost hours searching and starting over from scratch!