About Shelf

Shelf is a highly awarded, innovative knowledge automation platform designed to help remote workers be more productive and efficient. Through MerlinAI we enable company knowledge to automatically be suggested through context. Shelf is integrated into people’s workflows so it works, wherever you work.

Designed by Harvard KM experts and data scientists Shelf is used by organizations like HelloFresh, Google and HireRight. Shelf features the MerlinAI suggestion engine, pinpoint accurate search, automated content maintenance and powerful analytics.

Shelf is built on a modern technology stack, is easy to setup, doesn’t require any developers and meets the most stringent security standards.

In all the ways traditional knowledge bases have failed, Shelf ...


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Supported Operating System(s):

Web browser (OS agnostic)

76 Reviews of Shelf

Average User Ratings

Overall

4.89 / 5 stars

Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(66)

66

4 stars

(6)

6

3 stars

(1)

1

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 76 results

August 2018

User Profile Picture

Jordanne from Children's Literacy Initiative

Verified Reviewer

Company Size: 51-200 employees

Industry: Education Management

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

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.

November 2020

Jared from Wind Creek Hospitality

Company Size: 1,001-5,000 employees

Industry: Hospitality

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

May 2021

Maddy from Deakin University

Company Size: 5,001-10,000 employees

Industry: Higher Education

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2021

Shelf - a contact center agent's best mate!

Very easy to use, user-friendly platform. As a call centre agent, I rely on effective search results and shelf delivers this on a daily basis. A very friendly, efficient and supporting customer team!

Pros

- Integrated into digital call centres. - Easy to use search with powerful search results - Decision trees to manage complex processes

Cons

Unavailability of a html editor to edit content.

Reasons for Choosing Shelf

Shelf's ability to easily integrate into Gensys Cloud.

February 2019

Don from Athena Infonomics

Company Size: 11-50 employees

Industry: Research

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

5.0

Functionality

4.0

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.

May 2021

Ian from Neopollard Interactive

Company Size: 51-200 employees

Industry: Gambling & Casinos

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

May 2021

Shelf is fantastic.

Pros

Shelf is both intuitive and powerful. Adding content is very simple from a user standpoint, and the search and organization tools, such as connected gems, make it very quick and simple for users to find what they need. The recent addition of Content Maintenance, where users can leave feedback on specific gems as they're viewing them, has been an invaluable feature that we've already used heavily to improve our libraries.

Cons

Shelf is very resource intensive, which makes sense as it's got a lot of content and data it has to read and process, but this also makes loading gems take a few seconds longer than I'd like sometimes.