Shelf
Review of Shelf Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
Overview
About Shelf
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Shelf Features
Shelf Integrations
Customer Reviews
See why people love Shelf
Rudy C.
Verified UserLogistics and Supply Chain · 1001-5000 employees
Very good and well-rounded tool
Very good. I'd definitely recommend it
- 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
The visuals of the frontend seemed a bit rudimentary, and we weren't able to modify or customize them
Switched From
The tool had technical limitations that made it necessary for us to find a more powerful tool/platform.
Why they chose it
"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."
Vincent L.
Verified UserTelecommunications · 1001-5000 employees
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 This greatly reduces time and improves efficiency because there is no confusion about outdated or incorrect material.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.
- 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
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
Switched From
Lack of control and organization since it almost gives users too much freedom to upload and share whatever they want.
Andy B.
Verified UserFood Production · 201-500 employees
Shelf review
Great partnership - worked well during implementation and continued support in set up
- Relationship with the team at Shelf
- Support in implementation
- UX - really dislike the colour for some reason
Switched From
Better functionality with Genesys and was part of our tech transformation
Mark C.
Verified UserFinancial Services · 5001-10000 employees
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.
So far we've seen a 25 percent reduction in average handling time across the first three months of going live with Shelf
- There are no cons currently and the product has been very well received
Switched From
Better reporting and more interactive for all parts of our business.
Jared O.
Verified UserHospitality · 1001-5000 employees
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.
- 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
- 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
Why they chose it
"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."
Sean G.
Verified UserInsurance · 501-1000 employees
Effective Knowledge Retrieval and Content Administration
Our overall experience with Shelf has proven to be positive. The support team is responsive, and feature enhancements are ongoing. The introduction of new features like Search Copilot and Content Intelligence has dramatically increased our agents abilities to quickly answer questions and has allowed our content administrators to ensure material is up-to-date and reliable.
- Seamless integration with our contact center solution - Search Copilot has significantly reduced dead-end searches and the time agents spend searching for answers - Content Intelligence has enhanced the accuracy and relevance of retrieved information
- - Some users may require training to fully leverage Shelf's capabilities
Jennifer T.
Verified UserHospital & Health Care · 51-200 employees
Best there is
Verified reviewer
- So much easier to use than other programs
- Really don’t have any complaints everything was to perfect
Abdelati L.
Verified UserAccounting · 1001-5000 employees
Best for Auto Learning, is a truly amazing product..!
By using this program for long periods. Contribute to the cognitive and educational development
- This smart program for what is available on it makes everything easy when using it
- Really very nice product
- Negativity is not the opposite, it is really positive
Jordanne O.
Verified UserEducation Management · 51-200 employees
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.
- 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
- 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
Jackson D.
Verified UserFund-Raising · 2-10 employees
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.
- 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)
- Still working on versioning, but the workaround works for us
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