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Shelf Review

Shelf
Our score: 7.4 User satisfaction: 96%

What is Shelf?

Shelf is an innovative knowledge automation and management platform focused on helping contact centers surface the best answers to agents and customers. Through MerlinAI, the platform enables company knowledge to power the channels that customers want to connect with you, without additional training, without additional staffing.

Shelf is built on a modern technology stack, integrating seamlessly into agent workflows, so it works where your team works. It’s easy to set up and doesn’t require any developers to maintain and meet the most stringent security standards.

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Overview of Shelf Benefits

Search / Findability

With AI and natural language pinpoint search, users locate answers much faster and quickly navigate to the exact part of the correct article.

Unique Content Types

Shelf accommodates content of any format. All content is indexed and searchable (docs, wikis, PDFs, images, and video). Admins can create decision tree-based content and guided workflows to simplify and streamline complex tasks.

Powerful Analytics

Shelf provides insights and transparency into what your users and customers are looking for and what needs improvement. Shelf’s MerlinAI uncovers insights into content usage and suggests updates.

AI-Recommended Answers

MerlinAI actively listens to live support interactions and analyzes messages to derive context and provide direct answers or recommendations that otherwise take valuable time to locate.

Enterprise Scale

Shelf operates on an analytical model that continuously collects data in real-time and constantly deploys new code, so the product is versionless and constantly improving.

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Overview of Shelf Features

  • Import Content from Desktop, Google Drive/ Dropbox Knowledge
  • Capturing Instrument (Capture and manage web content web pages, articles, clippings, etc.)
  • Diverse Set of Content Types
  • Decision Trees Guided Workflows
  • Multi-language support
  • Content Organization/Segmentation
  • User Control/Permissioning
  • Enterprise Security
  • Automated Content Maintenance
  • Content Publication Workflow
  • User Feedback and Ratings
  • Personalized Search
  • Pin-pointed Document Search (search inside document and open to exact location)
  • Advanced Analytics
  • Real-time answer suggestions for agent chat/ emails/live calls
  • Open answers inside articles or documents
  • Out-of-the-box Agent Assist

Shelf Position In Our Categories

Since businesses have their own business requirements, it is logical that they steer clear of subscribing to an all-encompassing, “perfect” software. Still, it is futile to try to come across such application even among popular software systems. The best thing to do should be to set down the numerous critical factors that demand analysis including essential features, budget, technical skill capability of staff members, organizational size, etc. Thereafter, you must follow through the product research exhaustively. Browse over these Shelf evaluations and explore each of the software options in your shortlist in detail. Such comprehensive product research guarantees you avoid poorly fit apps and choose the one that provides all the features your business requires.

Position of Shelf in our main categories:

TOP 500

Shelf is one of the top 500 Collaboration Software products

Enterprises have diverse needs and requirements and no software platform can be ideal in such a scenario. It is futile to try to find an ideal off-the-shelf software product that meets all your business needs. The intelligent thing to do would be to adapt the system for your specific needs, employee skill levels, budget, and other aspects. For these reasons, do not hasten and subscribe to well-publicized leading applications. Though these may be widely used, they may not be the best fit for your unique wants. Do your homework, look into each short-listed platform in detail, read a few Shelf Document Management Systems reviews, speak to the maker for clarifications, and finally choose the application that presents what you require.

How Much Does Shelf Cost?

Shelf Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

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What are Shelf pricing details?

Shelf Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Shelf doesn’t offer standard pricing. Get in touch with the vendor for a quote.

User Satisfaction

Positive Social Media Mentions 226
Negative Social Media Mentions 5

We are aware that when you decide to get a Document Management Systems it’s important not only to see how experts evaluate it in their reviews, but also to check whether the actual users and companies that use these solutions are actually happy with the service. That’s why we’ve designer our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Shelf reviews across a wide range of social media sites. The information is then presented in a simple to digest way indicating how many customers had positive and negative experience with Shelf. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • Open API

Language Support

  • English
  • Chinese
  • German
  • Hindi
  • Japanese
  • Spanish
  • French
  • Russian
  • Italian
  • Dutch
  • Portugese
  • Polish
  • Turkish
  • Swedish

Pricing Model

  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

What integrations are available for Shelf?

Shelf offers support for integrations for all cloud services. The following applications are a few examples:

  • Google Drive
  • Dropbox
  • Slack
  • SharePoint
  • Evernote
  • Gmail
  • Chrome
  • Salesforce

For more details regarding integration, contact support.

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Louie Andre

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. From pitch deck to exit strategy, he is no stranger to project business hiccups and essentials. He has been involved in a few internet startups including a digital route planner for a triple A affiliate. His advice to vendors and users alike? "Think of benefits, not features."

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