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Small and mid-sized service-based business. Many customers are call centers, IT help desks, and software support. Popular with people valuing transparent pricing and great customer service.
Enterprise AI users, knowledge management professionals, contact centers, and companies utilizing GenAI solutions.
Amazing customer service. Anytime you have an issue, they will always be happy to help you and very fast to answer.
The only downside has been the inability to organize uploaded files.
We had a few questions wich were answered immediately. KnowledgeOwl fulfills all of our requirements, the business model is fair and we are happy that we found that solution.
We were using Zendesk for our knowledge base because they were also our ticketing system, but I got frustrated with slow development timelines for some features core to our organization.
And you will not find a better customer service team. They are friendly, responsive, and always looking to make their product better.
If I HAD to choose, I would say the lack of detailed reporting in the backend. There's only topical understanding of user behavior of your knowledge base(s).
Overall, I could not be more pleased with this solution and the KO team. They are really fantastic, extremely responsive.
Having unlimited readers is a key feature for us. The only downside to KO is the inability to link an uploaded document to multiple knowledge bases.
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.
Inability to download and tag multiple files/gems at once.
It's great for our agents to feel empowered and have knowledge at their fingertips. It helps them daily to confidently give answers to our customers.
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.
They show a true willingness to help and have amazing expertise in knowledge management and provide best practices to ensure success.
Lack of a rating system is pretty unfortunate. Although I think that's coming in the future.
We've used Shelf for many years and it's been highly reliable. We've rarely needed support but when we have reached out, it's been excellent.
I can't say anything about negative sides of Shelf, because I have not seen it yet.
Prioritize real-user-identified key features according to your needs to find your best fit.
KnowledgeOwl
Shelf
Top FeaturesKnowledgeOwl
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