Shelf reviews

Very good and well-rounded tool

Opmerkingen: Very good. I'd definitely recommend it

Pluspunten:

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.

Minpunten:

The visuals of the frontend seemed a bit rudimentary, and we weren't able to modify or customize them.

Excellent Knowledgebase Management Tool

Opmerkingen: 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 This greatly reduces time and improves efficiency because there is no confusion about outdated or incorrect material.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.

Pluspunten:

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.

Minpunten:

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.

Cloud Based Knowledge Management System

Opmerkingen: 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.

Pluspunten:

The search features , quick customer care responses and online tutorials.

Minpunten:

The speed and the sense that they were learning the functionalities of the product on the job.

The Best Knowledge Base Software

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Shelf Partners with OPEX

Opmerkingen: Great team to work with and I look forward to the next several years of this partnership.

Pluspunten:

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.

Minpunten:

Honestly I have not found anything I don't like. It's easy to manage and build.

Shelf is a real game changer

Pluspunten:

I use Shelf mainly to bundle internal knowledge and make it available to other departments and external providers. I especially appreciate the versatile and yet simple use of Shelf.

Minpunten:

For me there is no contra in the use of Shelf. Before we used another knowledge management tool which I was not convinced of in many points. Shelf on the other hand has everything I expect.

Great knowledge base

Pluspunten:

Ability to create a document, such as a decision tree, within shelf, to test and complete, before publishing for use by agents. Also the ability to track usage, by agent, to ensure that the knowledge base is properly and actively used.

Minpunten:

All feedback goes to the same place, whereas I'd rather positive and negative were separate, as positive isn't as urgent.

Excellent resource for maintaining quality control and communication across our organization

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Our 'walled garden' called Shelf

Opmerkingen: 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.

Pluspunten:

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).

Minpunten:

Still working on versioning, but the workaround works for us.

Shelf helps our marketing team be more collaborative and efficient

Pluspunten:

- 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.

Minpunten:

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 Product and sevice

Opmerkingen: Shelf has helped out customer service operation drive real impact to our customers globally. our agents are able to navigate interactions with customers much easier, find useful information at a touch of a button and also improve the overall quality of their interactions with our customers and clients.

Pluspunten:

Shelf is a very user friendly product , easy to set up, easy to maintain and delivers real impact

Minpunten:

there aren't any areas of shelf that I do not like

Status quo - using Shelf

Opmerkingen: I really love to work with Shelf. I think it is modern design, easy to use and really good search-function.

Pluspunten:

I really like how easy it is to create and manage content in Shelf. It is also easy to invite new users, create usergroups and change userroles. Maintenence function with directly feedback from user is so good and help us to structure and document all kind of changes we do. I think the sync between Feedback and CPW could be better, because you need to be an collaborater to solve the connection between feedback/publish function. Maybe it also is because I do not know how i should use it correct, though..

Minpunten:

I miss the possibility to create a even more personal business layout at the front page. I want to explain for all the users how Shelf is build for our company, how you should use it and it when they should use it. I also miss an function where you can assign GEMs directly to owner of the document. For example there should be an function when you create a GEM to select an user who is responisble for keeping that document up to date or that other people in the organization could know easier who is responsible for this manual/routine.. Now they only can see who's created or last changed the document.. That is not good enough for us so we have started to use the category-function for assignee different document to different "users/teams/departments"

Shelf improves the quality of answers to customer queries

Pluspunten:

Shelf Answer Assist has been our ongoing project which aims to improve agent experience in handling customer interactions. The support team has been very collaborative and ensures we are on track with all our learning initiatives.

Minpunten:

User management can be improved. At the moment, we would have to follow several steps to create and group an agent. For example, individually copy-paste a username. It would be best to have a bulk upload feature via uploading CSV with all the required fields.

Vital Team Resource- Saves an incredible amount of time and helps foster internal/customer insights

Opmerkingen: I've used Shelf for over 3 years now, and was blown away at the level of personalized assistance for helping me to set up a virtual company "library," as well as provide me with tips, tricks, and ideas for leveraging the software to achieve multiple knowledge sharing goals. I rely it it daily to act as a collection hub of collaborative information for special teams and projects, and as the best way to allow my team to "be on the same page," and have access to all the most recent studies, trends, decks and pertinent industry articles and data sources. No more searching on shared drives, or trying to figure out where someone may have filed something that contains multiple flavor, channel, food types. Just file, tag and go. It's our internal company "Google."

Pluspunten:

I've worked with Shelf for 3 years now, and they are constantly upgrading the software capabilities to increase ease of use, and enhance our ability to use the platform in many innovative ways to both share and find information quickly internally, as well as house best practice materials that we can share directly with customers.

Minpunten:

The one function I could use most would be a "batch tagging" capability, which they have been working on.

Great product for sharing/storing curated resources in a complex/large organization

Opmerkingen: Shelf has been an incredible partner throughout the process. They were willing to work with us to meet some of our organization-specific needs, while also helping us strategically migrate our content to their platform. They've been very thoughtful every step of the way - including our needs in their product updates and meeting with us on a regular basis to make sure we were aware/up to date on their progress. One of the main reasons we went with Shelf was how easy it was to work with them - and they have not disappointed since then. If you're looking for a knowledge management platform and want an active relationship with your vendor (where they deliver on what they say they are going to do), then Shelf is the right partner.

Pluspunten:

Features- left-side panel that allows you to see all the libraries/folders across your organization at once; highly intelligent, Google-like search functionality for all types of searches; ability to combine search with a variety of filters; ability to preview a document easily without having to download; simplified permissions structure - allowing you to set permissions for users in groups as well as individually; integration with SSO

Minpunten:

A few key features they are working on to meet similar functionality of Box/Dropbox/Google Drive: - Ability to download multiple files/folders at once - Ability for preview feature to work for all common file types

Shelf Review

Opmerkingen: - First Call REsolution
- Collaboration
- Quality and the content is a lot more structured and up to date

Pluspunten:

The support and availability that Shelf offers is amazing. This is for everything, including help with the configuration, training, support and future enhancements. The ease of use and search fonction really helped our Contact Center grow which was a big issue for us with our previous software.

Minpunten:

Decision Tree is still new and had some bug issues but Shelf has been working very hard on improving this small portion.

Shelf 7 Month Check In

Opmerkingen: I really enjoy working with Shelf. It's easy to navigate and search. We've had excellent feedback when opening it up within our organization and I'm excited to see how we can grow with Shelf.

Pluspunten:

I love the collaboration aspect of Shelf and the ratings. This is how we're using Shelf to keep our content current and it's extremely helpful to view the comments/ratings to see how or if the content is being used. I'm also very happy that Shelf is adding a feature where multiple items can be in different folders as much of our content can be cross-referenced.

Minpunten:

I would love to have more control over the tags list as that needs to be constantly curated and I hate bugging the client rep to do it.

Shelf - a contact center agent's best mate!

Opmerkingen: 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!

Pluspunten:

- Integrated into digital call centres. - Easy to use search with powerful search results - Decision trees to manage complex processes

Minpunten:

Unavailability of a html editor to edit content.

Used as replacement of our Confluence wiki

Pluspunten:

Personally, i love using Confluence but it was difficult to get our company onboard. We needed a product that was more flexible and easier to organize for our company's internal knowledgebase. After a pretty extensive vetting process we selected Shelf because it allowed our team to continue using Dropbox, Drive and Slack while giving us the ability to manage our most critical docs in a centralized place. The features that make shelf unique are it's dropbox and Drive syncing, advanced search and filtered search capabilities, the ability to add additional meta data like tags and badges and the web clipper which enables our team to also use Shelf to capture youtube videos and web articles for training purposes.

Minpunten:

No product that tries to address knowledge management issues is going to be perfect.. Even knowledge managers at our firm have trouble keeping track of information across teams and departments so no solution is going to be a one size fits all. I prefer a wiki method of building knowledge bases and Shelf doesn't yet offer this feature but overall we're very happy with Shelf.

Shelf is fantastic.

Pluspunten:

Shelf is both intuitive and powerful. Adding content is very simple from a user standpoint, and the search and organization tools, such as connected gems, make it very quick and simple for users to find what they need. The recent addition of Content Maintenance, where users can leave feedback on specific gems as they're viewing them, has been an invaluable feature that we've already used heavily to improve our libraries.

Minpunten:

Shelf is very resource intensive, which makes sense as it's got a lot of content and data it has to read and process, but this also makes loading gems take a few seconds longer than I'd like sometimes.

Agent of customer service

Opmerkingen: I'm very pleased with shelf. Very useful in every way. I would recommend you to add new shelf app in which you can chose some of the documents which we use the most of time and to allow the user to adapt the access.

Pluspunten:

Easy to find all necessary documents and procedures. Very fast and great capacity!

Minpunten:

Automatics translation of the documents. Lot of users want to use mother language.

I recommend Shelf because it is easy to use

Pluspunten:

It is easy to use, for our job it is an important thing

Minpunten:

I really don't have anything to write here

Useful knowledge base

Opmerkingen: User friendly software with lots of options and tools

Pluspunten:

Easy to use , a lot of features , more options

Minpunten:

Everything was great , had some problems with assist but i think its because of language

Shelf usage

Pluspunten:

It is easy to use; There is a possibility with CRM integration; Wide range of functions related to knowledge base management.

Minpunten:

Sometimes it takes some time to create decision trees, but I believe it is a force of habit.

Shelf is AMAZING! Exactly what our organization needed.

Opmerkingen: This was the program that we needed to organize our content! We had several locations where we keep content, and ended up with several copies of the same document. Shelf allowed us to have 1 space for our employees to access with the most up to date, recent and most used documents.

Pluspunten:

Shelf is so easy to navigate even for those who struggle to use computers. I love that you can design your home page with your 'favorites'. I love the search feature, and that related documents populate with each document. Super organized, beautiful layout.

Minpunten:

I have yet to come across something that I would change about Shelf.