Shelf 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Shelf

4.8

(106)

Pricing

Starting at $10.00 per month

About Shelf

Shelf is a cloud-based platform that helps modern businesses thrive with on-demand answers to the questions that block customer and employee success.

Shelf’s proprietary MerlinAI listens for questions and instantly suggests the best answers in search, chat, IVR and forms. Results return helpful snippets that lets users dig deeper on-demand–not long articles that waste precious time. Additionally, the platform identifies gaps between questions and answers so businesses can see how well the content in your knowledge base meets customer needs.

With Shelf, users can automate the entire knowledge lifecycle including content creation, review and approvals, announcements, ratings and comments. It saves knowledge admins valuable time and makes it easy to improve the knowledge base, so it is clean and up to date. Shelf’s Agent Assist component enables every agent to deliver enhanced customer experience. Additionally, it allows Integration into the tools that agents use every day and answers directly to agent desktop so they can respond to customers.

It allows businesses to deflect low-effort inquiries via fully branded self-service portal, chatbots and AI-enabled answers in forms. With S...

Shelf Screenshots

Shelf Pricing and Plans

Starting price: $10.00 per month

Free Trial

Free Version

Basic

$10.00

per feature, per month

No plan information available

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Shelf Features

Popular features found in Document Management
Access Controls/Permissions
Archiving & Retention
Collaboration Tools
Compliance Tracking
Document Classification
Document Editing
Document Generation
Electronic Signature
File Conversion
File Sharing
Third-Party Integrations
Version Control
More features of Shelf
Activity Dashboard
Activity Tracking
Alerts/Notifications
API
Approval Process Control
Audio File Management
Audit Trail
Catalog Management
Chatbot
Commenting/Notes
Communication Management
Content Library
Content Management
Content Publishing Options
CRM
Customizable Branding
Customizable Fields
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions/Forums
Document Automation
Document Capture
Document Management
Document Review
Document Storage
Drag & Drop
Drag & Drop Editor
Email Alerts
Engagement Tracking
Feedback Management
File Recovery
Full Text Search
Generative AI
IVR
Knowledge Base Management
Knowledge Management
Live Chat
Machine Learning
Multi-Language
Natural Language Processing
Optical Character Recognition
Performance Metrics
Pre-built Templates
Real-Time Notifications
Real-Time Reporting
Reporting/Analytics
Reporting & Statistics
Rich Text Editor
Search/Filter
Self Service Portal
SEO Management
Single Sign On
SSL Security
Surveys & Feedback
Tagging
Templates
Text Editing
User Management
Video Support
Web Notifications
Website Integration
Widgets
Wiki
Workflow Management
WYSIWYG Editor

Shelf Integrations

Dropbox Business

Slack

Genesys Cloud CX

CXone Mpower

Kustomer

Salesforce Platform

See all 22 integrations

Shelf User Reviews

Overall Rating

4.8

Ratings Breakdown

86%

12%

Secondary Ratings

Ease of Use

4.8

Value for money

4.8

Customer support

5.0

Functionality

4.6

Rudy C.

Verified reviewer

Logistics and Supply Chain

1001-5000 employees

Used daily for less than 12 months

Review source

Reviewed July 2021

Very good and well-rounded tool

Very good. I'd definitely recommend it

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Vincent L.

Verified reviewer

Telecommunications

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed January 2023

Excellent Knowledgebase Management Tool

I have been using Shelf for a long time and I am extremely impressed with its knowledge management and content organization capabilities. The software allows for quick search and categorization of all our files and information. This greatly reduces time and improves efficiency because there is no confusion about outdated or incorrect material. It is easy to manage permissions and sharing. My company likes to use it to onboard new employees since it is easy to set up a series of well-documented product and training guides. Overall, it's an excellent knowledgebase management tool and the Shelf team has been very supportive.

Ratings Breakdown

Ease of use

Functionality

Pros:

The product is intuitive and straightforward. Shelf provides admins with detailed analytics and control features. It also integrates well with the other applications that my organization uses. For typical users, the software's design as well as search make finding documents quick and seamless.

Cons:

The knowledgebase management tool is great for any textbase documents, but it lacks features that can be improved if it offered better functionality and scaling of specific file types.

Reasons for switching to Shelf

Lack of control and organization since it almost gives users too much freedom to upload and share whatever they want.

Andy B.

Verified reviewer

Food Production

201-500 employees

Used weekly for less than 2 years

Review source

Reviewed November 2023

Shelf review

Great partnership - worked well during implementation and continued support in set up

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Relationship with the team at Shelf. Support in implementation

Cons:

UX - really dislike the colour for some reason.

Reasons for switching to Shelf

Better functionality with Genesys and was part of our tech transformation

Mark C.

Verified reviewer

Financial Services

5001-10000 employees

Used daily for less than 12 months

Review source

Reviewed November 2023

Reduce Average Handling Time within your call center

Excellent! The product has been superb! The initial Shelf Training and Shelf Academy has helped us greatly. The ongoing support is also very good.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

So far we've seen a 25 percent reduction in average handling time across the first three months of going live with Shelf.

Cons:

There are no cons currently and the product has been very well received.

Reasons for switching to Shelf

Better reporting and more interactive for all parts of our business.

Jared O.

Verified reviewer

Hospitality

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed 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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Brian S.

Verified reviewer

Industrial Automation

1001-5000 employees

Used daily for less than 12 months

Review source

Reviewed October 2020

Shelf Partners with OPEX

Great team to work with and I look forward to the next several years of this partnership.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Anna Lena S.

Verified reviewer

Consumer Services

51-200 employees

Used daily for less than 6 months

Review source

Reviewed September 2020

Shelf is a real game changer

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I use Shelf mainly to bundle internal knowledge and make it available to other departments and external providers. I especially appreciate the versatile and yet simple use of Shelf.

Cons:

For me there is no contra in the use of Shelf. Before we used another knowledge management tool which I was not convinced of in many points. Shelf on the other hand has everything I expect.

Reasons for switching to Shelf

We where missing many features in Confluence, the structure and user administration didn’t t fit for us.

Angelika M.

Verified reviewer

Design

11-50 employees

Used weekly for less than 2 years

Review source

Reviewed June 2025

Shelf Helps your Business

my experience has been amazing with shelf. my customer service associates use it to help them with phone calls.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It helps you get the information and knowledge you need. with the information and knowledge it allows you to handle customer inquiries.

Cons:

nothing. shelf has been amazing for my customer service workers. it has helped them with their calls and handle customers accordingly.

Jennifer T.

Verified reviewer

Hospital & Health Care

51-200 employees

Used weekly for less than 12 months

Review source

Reviewed December 2024

Best there is

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

So much easier to use than other programs

Cons:

Really don’t have any complaints everything was to perfect

Abdelati L.

Verified reviewer

Accounting

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed August 2023

Best for Auto Learning, is a truly amazing product..!

By using this program for long periods. Contribute to the cognitive and educational development

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

This smart program for what is available on it makes everything easy when using it. Really very nice product.

Cons:

Negativity is not the opposite, it is really positive..!

Showing 1 - 10 of 106 Reviews

See All Reviews

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Shelf 2026: Benefits, Features & Pricing

Overview

About Shelf

Shelf Screenshots

Shelf Pricing and Plans

Shelf Features

Shelf Integrations

Shelf User Reviews

Shelf Popular Comparisons

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