--- title: "Shelf Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Shelf the right Call Center solution for you? Explore 106 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/146524/Shelf/reviews/" page_type: "reviews" language: "en" --- Shelf 4.8 (106) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated August 19th, 2026 # Reviews of Shelf Ease of use 4.8 Customer Service 5.0 ## Pros and Cons in Reviews BD Brandon D Training and Knowledge ManagerEntertainment, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “Shelf has allowed our team to have a single location where our advisors are able to access all the information necessary to help customers when they contact us.“ November 28, 2023 CT Carla T Training and Quality ManagerConstruction, 51 - 200 employeesUsed the software for: 1-2 years. “Copy and paste can sometimes be a little tricky if documents are being copied from external sources.“ November 27, 2023 SG Sean G Operations Director for Underwriting and Contact CenterInsurance, 501 - 1,000 employeesUsed the software for: More than 2 years. “The introduction of new features like Search Copilot and Content Intelligence has dramatically increased our agents abilities to quickly answer questions and has allowed our content administrators to ensure material is up-to-date and reliable.“ July 10, 2024 KT Karianne T Competence & Quality ManagerFinancial Services, 51 - 200 employeesUsed the software for: 6-12 months. “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"“ January 24, 2023 BD Brandon D Training and Knowledge ManagerEntertainment, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “We have seen improvements in a number of metrics since the implementation of this tool which I believe Shelf has played a large role in.“ November 28, 2023 AW Annie W Associate Manager, Call Center TechnologyCosmetics, 51 - 200 employeesUsed the software for: 6-12 months. “Lacks robust and in-depth reporting in GUI without the requirement of pulling APIs.“ March 31, 2023 AA Abbie A Knowledge Management SpecialistBanking, 501 - 1,000 employeesUsed the software for: 1-2 years. “Libraries, folders, permissions, taxonomy all work really well and allow us to create a strong one source of truth for our staff.“ February 6, 2023 AB Andy B Customer Relations ManagerFood Production, 201 - 500 employeesUsed the software for: 1-2 years. “UX - really dislike the colour for some reason.“ November 27, 2023 ## Showing most helpful reviews Showing 1-25 of 106 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Rudy C. Knowledge Content Specialist Logistics and Supply Chain Used the software for: 6-12 months ### "Very good and well-rounded tool" July 28, 2021 5.0 Very good. I'd definitely recommend it Pros 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. Cons The visuals of the frontend seemed a bit rudimentary, and we weren't able to modify or customize them. Alternatives considered [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[Kipwise](https://www.capterra.com/p/172843/Kipwise/)[Guru](https://www.capterra.com/p/224830/Guru/)[Kustomer](https://www.capterra.com/p/158128/Kustomer/) Reason for choosing Shelf Especially because of the diversity of knowledge content. We needed to create decision trees or the like in order to present our users with guided workflows. That was impossible to do with the alternatives. Switched from [Helpjuice](https://www.capterra.com/p/130533/Helpjuice/) The tool had technical limitations that made it necessary for us to find a more powerful tool/platform. Review Source VL Vincent L. Business Intelligence Telecommunications Used the software for: 1-2 years ### "Excellent Knowledgebase Management Tool" January 16, 2023 5.0 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. Pros 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. Cons 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. Switched from [Microsoft SharePoint](https://www.capterra.com/p/1167/SharePoint/) Lack of control and organization since it almost gives users too much freedom to upload and share whatever they want. Review Source AB Andy B. Customer Relations Manager Food Production Used the software for: 1-2 years ### "Shelf review" November 27, 2023 3.0 Great partnership - worked well during implementation and continued support in set up Pros Relationship with the team at Shelf. Support in implementation Cons UX - really dislike the colour for some reason. Switched from [Microsoft SharePoint](https://www.capterra.com/p/1167/SharePoint/) Better functionality with Genesys and was part of our tech transformation Review Source MC Mark C. Continuous Improvement Financial Services Used the software for: 6-12 months ### "Reduce Average Handling Time within your call center " November 27, 2023 5.0 Excellent! The product has been superb! The initial Shelf Training and Shelf Academy has helped us greatly. The ongoing support is also very good. Pros So far we've seen a 25 percent reduction in average handling time across the first three months of going live with Shelf. Cons There are no cons currently and the product has been very well received. Switched from [Confluence](https://www.capterra.com/p/136446/Confluence/) Better reporting and more interactive for all parts of our business. Review Source JO Jared O. WFO Supervisor Hospitality Used the software for: 1-2 years ### "The Best Knowledge Base Software" November 12, 2020 5.0 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. Pros 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. Cons 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. Alternatives considered [HubSpot Marketing Hub](https://www.capterra.com/p/171840/HubSpot-Marketing/)[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) Reason for choosing Shelf The ease of use! the others didn't have the robust features we need like SHELF had. SHELF was easy to use, and it just had better layouts than the others we looked at. Review Source BS Brian S. Technical Support Manager Industrial Automation Used the software for: 6-12 months ### "Shelf Partners with OPEX" October 20, 2020 5.0 Great team to work with and I look forward to the next several years of this partnership. Pros 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. Cons Honestly I have not found anything I don't like. It's easy to manage and build. Switched from [Oracle Database](https://www.capterra.com/p/5938/Oracle-Database/) Unable to the feature set that Shelf offered. Review Source ALS Anna Lena S. Junior Customer Care Specialist Consumer Services Used the software for: Less than 6 months ### "Shelf is a real game changer " September 30, 2020 5.0 Pros 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. Cons 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. Switched from [Confluence](https://www.capterra.com/p/136446/Confluence/) We where missing many features in Confluence, the structure and user administration didn’t t fit for us. Review Source Abdelati L. Treasury Accounting Used the software for: 2+ years ### "Best for Auto Learning, is a truly amazing product..!" August 23, 2023 5.0 By using this program for long periods. Contribute to the cognitive and educational development Pros This smart program for what is available on it makes everything easy when using it. Really very nice product. Cons Negativity is not the opposite, it is really positive..! Review Source Jordanne O. Manager of Family and Community Engagement Education Management Used the software for: 1-2 years ### "Excellent resource for maintaining quality control and communication across our organization" August 28, 2018 5.0 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. 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. Review Source Jackson D. Principal Fund-Raising Used the software for: Less than 6 months ### "Our 'walled garden' called Shelf" August 27, 2018 5.0 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. 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. Review Source SM Stephen M. Sr Mgr Product Management & Innovation Education Management Used the software for: 6-12 months ### "Great product for sharing/storing curated resources in a complex/large organization " October 20, 2020 5.0 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. Pros 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 Cons 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 Review Source AW Annie W. Associate Manager, Call Center Technology Cosmetics Used the software for: 6-12 months ### "Shelf Review" March 31, 2023 5.0 It has been fantastic. Pros \- Partnership with the Shelf team, especially Rick Alimov, to implement the tool into our environment was super helpful, easy to work with, very educational, quick to respond, and always on top of things.- Development, implementation, and integration were quick and easy.- Documentation provided was clear and concise.- Easy to use and navigate and administer. - Tool functionality abilities (Answer Assist, chatbot integration, language containment within one gem, search functionality within documents, etc.). Cons \- Lacks robust and in-depth reporting in GUI without the requirement of pulling APIs. Beta for additional reporting is available but when available to GA it will be a paid product. Believe all reporting capabilities should be a part of the tool and not a paid add-on. Switched from [JD Edwards EnterpriseOne](https://www.capterra.com/p/212037/JD-Edwards-EnterpriseOne/) Did not provide the necessary tools needed. Review Source HF Helen F. Managing Partner Marketing and Advertising Used the software for: 2+ years ### "Perfect for knowledge-sharing" February 1, 2023 5.0 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. Pros It helps us support our worldwide consulting team such that those in other time zones can learn and leverage learnings. Cons I'd like to have control within the app over increasing the # user licenses. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Shelf We didn't need the ticketing functionality. Review Source BD Bruno D. Team Lead Broadcast Media Used the software for: 1-2 years ### "Shelf Review" October 8, 2020 4.0 \- First Call REsolution - Collaboration - Quality and the content is a lot more structured and up to date Pros 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. Cons Decision Tree is still new and had some bug issues but Shelf has been working very hard on improving this small portion. Review Source WA Wendy A. Knowledge Base Administrator Machinery Used the software for: 6-12 months ### "Shelf 7 Month Check In" June 24, 2021 5.0 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. Pros 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. Cons 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. Reason for choosing Shelf I wasn't the decision maker in this process. Review Source MJ Maddy J. Senior Analyst, Service Desk Higher Education Used the software for: 1-2 years ### "Shelf - a contact center agent's best mate! " May 25, 2021 5.0 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! Pros \- Integrated into digital call centres. - Easy to use search with powerful search results - Decision trees to manage complex processes Cons Unavailability of a html editor to edit content. Reason for choosing Shelf Shelf's ability to easily integrate into Gensys Cloud. Review Source JJ Jennifer J. Project Manager Hospital & Health Care Used the software for: 6-12 months ### "Extremely pleased with Shelf" June 17, 2021 5.0 Overall we are extremely pleased with the platform and support provided. The AI is invaluable and the openness to evolve new features is wonderful. Pros That it's easy to use and constantly evolving. Love the ease of making changes. Cons really would love to have a calendar, would love more space to describe the gem, would love to be able to identify an owner (not the person who uploaded). Although not a deal breaker.. the overall 'look' of the dashboard is not visually appealing. Reason for choosing Shelf met all our mandatory requirements, ease of use, competitive pricing. Review Source JU Janeth U. Global L&D Specialist Consumer Services Used the software for: 2+ years ### "Shelf improves the quality of answers to customer queries" January 26, 2023 4.0 Pros 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. Cons 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. Review Source IJ Ian J. Training Specialist Gambling & Casinos Used the software for: 2+ years ### "Shelf is fantastic. " May 12, 2021 5.0 Pros 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. Cons 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. Review Source Sachin N. Physician Internet Used the software for: 6-12 months ### "Shelf makes life easier." October 16, 2017 5.0 Pros Just like its integrations with other productivity tools such as GSuite, Gmail, Dropbox, Evernote, and others, Shelf integrates with your workflow seamlessly. Being organized with regard to digital content creates new opportunities for work, collaboration, and productivity, while also reducing stress and frustration that wasn't as visible before using Shelf. Review Source CB Caleb B. International Programs Intern Used the software for: ### "Sifting Through Unstructured Data Just Became Easy" March 30, 2016 5.0 Shelf''s uploading, indexing, and search abilities are the smoothest and most intuitive I have encountered -even among content mining tools. Creating a Gem to contain all of the information I have found on a particular subject or for a specific project enables me to quickly find and access it at any time. No longer must I copy and paste news articles into Word documents and save them. Instead, I simply select Shelf's "Capture Article" function, and it does all the work for me. Then I can tag it with keywords, take notes, and highlight text only to be able to search through my notes on files too. My greatest complaint is the lack of a RStudio package integrating the two. This would allow me to seamlessly create Gems to use in all of my research projects. Even so, Shelf still allows me to use my collection of articles, videos, and other forms of data to far more easily complete my research projects than before i started using it. The International Peace and Security Institute (IPSI) uses Shelf to write literature reviews and for other research purposes. But it proves to be invaluable when crafting our experiential training programs. Instead of attempting to coordinate each member of our team's separate projects and research. Shelf indexes our cloud storage so that we can easily find anything other team members have done. Not only does Shelf sort through each team member's files so we can make better use of our time, but it also enables us to take notes on others' files. With IPSI's recent move to OneDrive, Colin Kennedy and the rest of Shelf's staff have supported us every step of the way to ensure we were as prepared as possible for a swift integration of OneDrive and Shelf. Their excellent customer support, thoughtfulness, and high quality product guarantee IPSI will be using Shelf for all of our file categorization and collaborative needs. Review Source AN Alikhan N. Agent Logistics and Supply Chain Used the software for: Less than 6 months ### "Review for knowledge base Shelf" December 22, 2020 5.0 There were not any problems. I loved the platform. Pros It is very comfortable in usage. There a lot of functions and features. Cons I can't say anything about negative sides of Shelf, because I have not seen it yet. Switched from [Helpjuice](https://www.capterra.com/p/130533/Helpjuice/) Company's decision. Review Source Murph K. VP Marketing Computer Software Used the software for: 1-2 years ### "My content team has come to live by Shelf." October 18, 2017 5.0 Pros Given the expanse of the internet, Shelf is a necessary tool for keeping track of research. Shelf saves us hours by keeping us from backtracking, shuffling links and losing "that one great thing I read somewhere." Apart from storage and organization, Shelf's advanced OCR features help us process giant documents so we can find the perfect section without reading endless pages. As we build our library of material, Shelf is replacing Google as my first place to look for data. Review Source SM Sophia M. Trainer Information Technology and Services Used the software for: Less than 6 months ### "Shelf usage" December 22, 2020 5.0 Pros It is easy to use; There is a possibility with CRM integration; Wide range of functions related to knowledge base management. Cons Sometimes it takes some time to create decision trees, but I believe it is a force of habit. Alternatives considered [Guru](https://www.capterra.com/p/224830/Guru/) Reason for choosing Shelf It was a company's decision, don't know :) Switched from [Helpjuice](https://www.capterra.com/p/130533/Helpjuice/) It was a company's decision. Review Source GK Gary K. Specialist Consumer Goods Used the software for: 6-12 months ### "Great information sharing tool! " February 26, 2019 4.0 Our organization is using it as an information library. Storing, sharing, and searching information became so much easier with Shelf. Keep it up and hope continuous improvements are implicated. Pros \- Web Clipper is a wonderful tool - very easy to use and share information - Muti-matrix of hierarchy and organization provide easier search among thousands of information (gems) Cons \- Not being able to use on mobile devices (the web clipper) - Still not able to put "&" sings in tags (M&A, E&M, Food & Beverage, etc) although - Foreign texts (Korean) are broke in Word files, while they look perfectly fine on PDF files. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.