--- description: Review of Shelf Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Shelf | Reviews, Pricing & Demos - SoftwareAdvice GB --- Breadcrumb: [Home](/) > [Call Centre Software](/directory/4588/call-center/software) > [Shelf](/software/435224/shelf) # Shelf Canonical: https://www.softwareadvice.co.uk/software/435224/shelf Page: 1 / 6\ Next: [Next page](https://www.softwareadvice.co.uk/software/435224/shelf?page=2) > 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 Shelf, users can provide reliable, 24/7 customer service and scale support volume while saving costs. The knowledge platform provides pre-built integrations, SDKs and APIs that integrate with various enterprise applications. Additionally, Shelf eliminates knowledge silos and saves time and money by creating simpler infrastructure. > > Verdict: Rated **4.8/5** by 106 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.8/5** | 106 Reviews | | Ease of Use | 4.8/5 | Based on overall reviews | | Customer Support | 5.0/5 | Based on overall reviews | | Value for Money | 4.8/5 | Based on overall reviews | | Features | 4.6/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Shelf - **Location**: Stamford, US - **Founded**: 2015 ## Commercial Context - **Starting Price**: US$10.00 - **Pricing model**: Per Feature (Free Trial) - **Pricing Details**: plans starting at $30 a user per month - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English, German, Russian, Spanish, Ukrainian - **Available Countries**: Austria, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Spain, Sweden, Switzerland, United Kingdom, United States ## Features - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Notifications - Approval Process Control - Archiving & Retention - Audio File Management - Audit Trail - CRM - Catalog Management - Chatbot - Collaboration Tools - Commenting/Notes - Communication Management - Content Library - Content Management - Content Publishing Options - Customisable Branding - Customisable Reports ## Integrations (23 total) - Box - CXone Mpower - ClickHelp - Confluence - Contentful - Dropbox Business - File Requests for Google Drive - Firefox - Five9 - Genesys Cloud CX - Google Chrome - Google Drive - Guru - Helpjuice - Intercom ... and 8 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - Chat ## Category - [Call Centre Software](https://www.softwareadvice.co.uk/directory/4588/call-center/software) ## Related Categories - [Content Management Systems](https://www.softwareadvice.co.uk/directory/4543/cms/software) - [Knowledge Base Software](https://www.softwareadvice.co.uk/directory/3898/knowledge-base/software) - [Call Centre Software](https://www.softwareadvice.co.uk/directory/4588/call-center/software) - [Knowledge Management Software](https://www.softwareadvice.co.uk/directory/1884/knowledge-management/software) - [Document Management Software](https://www.softwareadvice.co.uk/directory/722/document-management/software) ## Alternatives 1. [Confluence](https://www.softwareadvice.co.uk/software/430492/confluence) — 4.5/5 (3663 reviews) 2. [Microsoft SharePoint](https://www.softwareadvice.co.uk/software/397825/microsoft-sharepoint) — 4.4/5 (5412 reviews) 3. [Notion](https://www.softwareadvice.co.uk/software/123247/notion-remote-work) — 4.7/5 (2709 reviews) 4. [Guru](https://www.softwareadvice.co.uk/software/103160/guru) — 4.8/5 (639 reviews) 5. [Connecteam](https://www.softwareadvice.co.uk/software/109560/connecteam) — 4.6/5 (5058 reviews) ## Reviews ### "Excellent resource for maintaining quality control and communication across our organization" — 5.0/5 > **Jordanne** | *28 August 2018* | Education Management | Recommendation rating: 9.0/10 > > **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. > > 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. ----- ### "Our 'walled garden' called Shelf" — 5.0/5 > **Jackson** | *27 August 2018* | Fund-Raising | Recommendation rating: 10.0/10 > > **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. > > 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. ----- ### "Cloud Based Knowledge Management System" — 3.0/5 > **Don** | *18 February 2019* | Research | Recommendation rating: 6.0/10 > > **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. > > 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. ----- ### "Shelf helps our marketing team be more collaborative and efficient" — 5.0/5 > **Marc** | *16 October 2017* | Recommendation rating: 10.0/10 > > **Pros**: - Shelf is great for project research and managing advertising versions and sales collateral for our marketing team - Easy to organize various iterations and revisions with custom and company tags, badges, groups, organization library, folders, etc - A powerful search tool that keeps what the team needs within reach. We can search inside documents \& images and filter by version, date, users, content type and even different locations - Shelf has been an Evernote replacement for our team. It's a much easier and intuitive way for marketing and product teams to collaborate on content research. > > **Cons**: Cons; would like to see an integration for Slack. Our team uses Slack and it would be helpful to be able to pull in our attachments and links into Shelf so we have a more comprehensive experience. ----- ### "Great experience, friendly, knowledgeable, no sales pressure which was AWESOME and APPRECIATED\!" — 4.0/5 > **John** | *19 January 2018* | Recommendation rating: 8.0/10 > > **Pros**: We like the ease of sharing files and different resources across our membership. The ease of adding both internal content via OneDrive and external content with their Web Clipper is not found on any other product. Having the ability to customize user groups with specific roles in their group is a great feature. Allows us to promote people to roles in a group but not on the overall platform. The ability to make certain things public and certain things private allows for easy sharing and linking from website and social media. The search feature is the most impressive feature, allowing users to search from a wide variety of content across the entire platform. Don't forget about the ability for authors to get emails alerting for new comments to easily respond and address certain questions. > > **Cons**: The lack of a built in CRM tool and/or linking via api keeps the product from certain users but is the best CMS on the market. > > Easy CMS for users with NO TECH experience. Deepens our value to our members by providing not just our content but valued content from external sources in 1 easy to find, easy to search, and easy to share online platform. ----- Page: 1 / 6\ Next: [Next page](https://www.softwareadvice.co.uk/software/435224/shelf?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.uk/software/435224/shelf) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data