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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

Knowing that companies have particular business demands, it is only rational that they steer clear of seeking a one-size-fits-all, “perfect” business program. However, it is nearly futile to come across such a software system even among well-known software systems. The right step to do would be to tabulate the various chief factors which merit analysis including major features, budget, technical skill levels of the users, organizational size, etc. Then, you must perform the research through and through. Browse through some Shelf evaluations and check out each of the software systems in your shortlist in detail. Such comprehensive research can make sure you stay away from ill-fitting applications and select the system that delivers all the tools your business requires for optimal results.

Position of Shelf in our main categories:

TOP 500

Shelf is one of the top 500 Collaboration Software products

Every organization has different needs and requires a software that can be personalized for their size, kind of staff members and buyers, and the particular industry they are in. For these reasons, no software can proffer perfect features off-the-shelf. When you search a software app, first be sure what you need it for. Read some Shelf Document Management Systems reviews and ask yourself do you need basic tools or do you need advanced tools? Are there any industry-specific tools that you are searching for? Find the answers to these questions to assist your search. There are plenty of factors that you need to consider and these include your budget, specific business requirements, your company size, integration requirements etc. Take your time, use a few free trials, and finally select the system that provides all that you need to enhance your organization effectiveness and productivity.

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 realize that when you decide to get a Document Management Systems it’s crucial not only to learn how experts score it in their reviews, but also to discover if the actual clients and companies that purchased it are indeed satisfied with the product. That’s why we’ve designer our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Shelf reviews across a broad array 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 your disposal you will be prepared to make an informed purchasing 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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