Who Uses Shelf?

Shelf is for companies looking to improve the productivity and efficiency of their remote workforce by enabling company knowledge to be automatically found. Reduce steps and mistakes with Shelf.

What Is Shelf?

Shelf is a highly awarded, innovative knowledge automation solution designed to make remote workers more productive and efficient. Our MerlinAI technology automates content management and discovery for your entire business and contact center, and delivers suggestions and answers directly in the systems your team uses everyday. Built on a modern tech stack, our solution meets the most stringent security standards. In all the ways traditional knowledge bases fail, Shelf succeeds.

Shelf Details

Shelf

http://www.shelf.io

Founded 2015

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Shelf Software - Shelf - Various Devices
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Shelf pricing overview

Shelf does not have a free version.


Starting Price

Not provided by vendor

Free Version

No

Shelf deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • Chat

Deployment

  • Cloud, SaaS, Web-based

Training

  • Live Online
  • Webinars
  • Documentation
  • Videos

Shelf Features

  • API
  • Access Controls/Permissions
  • Accounting
  • Accounting Integration
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Reporting
  • Alerts/Notifications
  • Attendance Management
  • CRM
  • Calendar Management
  • Campaign Management
  • Committee Management
  • Communication Management
  • Contact Database
  • Contact Management
  • Credit Card Processing
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Document Storage
  • Donor Management
  • Drag & Drop
  • Dues Management
  • Electronic Payments
  • Email Invitations & Reminders
  • Event Management
  • Event Scheduling
  • For Nonprofits
  • Forms Management
  • Fundraising Management
  • Grant Management
  • Member Database
  • Membership Management
  • Mobile Access
  • Real Time Analytics
  • Real Time Reporting
  • Receipt Management
  • Recurring/Subscription Billing
  • Registration Management
  • Reminders
  • Reporting & Statistics
  • Social Media Integration
  • Social Media Management
  • Third Party Integrations
  • Volunteer Management
  • Website Integration

View full list of Charity Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Approval Process Control
  • Asset Management
  • Audio File Management
  • CRM
  • Calendar Management
  • Campaign Management
  • Collaboration Tools
  • Commenting/Notes
  • Configurable Workflow
  • Content Library
  • Content Management
  • Content Publishing Options
  • Customisable Branding
  • Customisable Forms
  • Customisable Templates
  • Document Classification
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Forms
  • Email Management
  • Engagement Tracking
  • File Management
  • Filtering
  • Forms Management
  • Full Text Search
  • Image Editing
  • Metadata Management
  • Multi-Language
  • Reporting & Statistics
  • Role-Based Permissions
  • SEO Management
  • Search/Filter
  • Single Sign On
  • Social Media Integration
  • Tagging
  • Template Management
  • Text Editing
  • Third Party Integrations
  • User Management
  • Version Control
  • Video Support
  • WYSIWYG Editor
  • Website Management
  • Workflow Management

View full list of Content Management Systems

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Approval Process Control
  • Archiving & Retention
  • Audit Management
  • Audit Trail
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Content Management
  • Customisable Branding
  • Customisable Templates
  • Data Import/Export
  • Digital Signature
  • Document Automation
  • Document Capture
  • Document Classification
  • Document Generation
  • Document Management
  • Document Review
  • Document Storage
  • Document Templates
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • File Conversion
  • File Management
  • File Recovery
  • File Sharing
  • File Transfer
  • Forms Management
  • Full Text Search
  • Offline Access
  • Optical Character Recognition
  • Projections
  • Reporting & Statistics
  • SSL Security
  • Search/Filter
  • Secure Data Storage
  • Tagging
  • Task Management
  • Template Management
  • Third Party Integrations
  • Version Control
  • Workflow Management

View full list of Document Management Software

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • CRM
  • Calendar Management
  • Cataloguing/Categorisation
  • Categorisation/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Configurable Workflow
  • Content Library
  • Content Management
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Decision Support Software
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • File Management
  • Full Text Search
  • Gamification
  • Knowledge Base Management
  • Live Chat
  • Multi-Language
  • Online Forums
  • Projections
  • Real Time Notifications
  • Reporting & Statistics
  • SSL Security
  • Self Service Portal
  • Self-Learning
  • Single Sign On
  • Social Media Integration
  • Surveys & Feedback
  • Tagging
  • Text Editing
  • Third Party Integrations
  • Widgets
  • Workflow Management

View full list of Knowledge Management Software

Shelf Alternatives - Capterra New Zealand 2021

More Shelf alternatives

Shelf Reviews

Read all reviews

Overall rating

4.9/5

Average score

Ease of Use 4.9
Customer Service 5
Features 4.7
Value for Money 4.8

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Rudy C.
Rudy C.
Knowledge Content Specialist
Logistics & Supply Chain, 1,001-5,000 Employees
Used the Software for: 6-12 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 28/07/2021

"Very good and well-rounded tool"

Comments: 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.

Alternatives Considered: Guru, Kipwise, Talkdesk and Kustomer

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

Switched From: Helpjuice

Reasons for Switching to 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.

  • Reviewer Source 
  • Reviewed on 28/07/2021
Jared O.
WFO Supervisor
Hospitality, 1,001-5,000 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 12/11/2020

"The Best Knowledge Base Software"

Comments: 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.

Alternatives Considered: LiveAgent and HubSpot Marketing Hub

Reasons for Switching to 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.

  • Reviewer Source 
  • Reviewed on 12/11/2020
Don D.
Head of Operations
Research, 11-50 Employees
Used the Software for: 1-5 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 18/02/2019

"Cloud Based Knowledge Management System"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 18/02/2019
Maddy J.
Senior Analyst, Service Desk
Higher Education, 5,001-10,000 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 25/05/2021

"Shelf - a contact center agent's best mate!"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 25/05/2021
Brian S.
Technical Support Manager
Industrial Automation, 1,001-5,000 Employees
Used the Software for: 6-12 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 20/10/2020

"Shelf Partners with OPEX"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 20/10/2020