--- title: Shelf Reviews meta_title: 'Shelf Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 141 reviews by the users' company size, role or industry to find out how Shelf works for a business like yours. aggregate_rating: rating_value: 4.7 review_count: 141 scale: '5' date_modified: '2026-08-07' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Shelf Reviews **Vendor:** Shelf **Category:** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base) **Average Rating:** 4.7/5.0 **Total Reviews:** 141 ## About Shelf Shelf is a modern knowledge platform that helps on-demand businesses improve service and increase productivity with fast, helpful answers to customer and employee questions. Shelf's MerlinAI listens for questions and instantly suggests the best answers in search, self-service portals, web forms, chat, CRM, support apps, and contact center platforms. Identify gaps between questions and answers with Shelf analytics and automate content publishing to every channel. Rated #1 for ease of use. ## Shelf Pros & Cons **What users like:** - Users appreciate the **ease of finding information** in Shelf, which saves time and keeps everything organized. (2 reviews) - Users benefit from Shelf's **AI optimization** , ensuring their chatbots provide accurate answers to all customer inquiries. (1 reviews) - Users appreciate how Shelf's **AI optimization** simplifies knowledge management, enhancing chatbot effectiveness for better responses. (1 reviews) - Users value Shelf for its ability to **optimize knowledge for AI chatbots** , ensuring accurate answers for all customers. (1 reviews) - Users appreciate the **centralization** of Shelf, enjoying easy access to information and streamlined processes in one place. (1 reviews) - Easy Access (1 reviews) - Helpful (1 reviews) - Users appreciate how Shelf enhances **knowledge management and AI optimization** , streamlining access to accurate information effortlessly. (1 reviews) - Layout Organization (1 reviews) - Navigation Ease (1 reviews) **What users dislike:** - Users find the **editing difficulties** in Shelf challenging, especially when multiple collaborators need to work on a gem at once. (1 reviews) - Users find the **editing limitations** of Shelf challenging, as simultaneous edits by multiple users are not supported. (1 reviews) - Users find the **inefficiency in search functionality** of Shelf frustrating, often requiring extra effort to locate documents quickly. (1 reviews) - Users find the **inefficient search** in Shelf frustrating, as it complicates finding documents quickly when needed. (1 reviews) - Users find the **inefficient search function** frustrating as it often requires extra effort to find documents quickly. (1 reviews) - Lack of Smoothness (1 reviews) - Users note the **missing collaborative editing features** in Shelf, limiting their ability to work together efficiently. (1 reviews) - Search Limitations (1 reviews) ## Shelf Reviews ### 1. Keeps Everything Organized, But Search Could Be Smoother **Rating:** 4.0/5.0 stars **Reviewed by:** Liza Marie A. | Customer Service Representative, Enterprise (> 1000 emp.) **Reviewed Date:** October 18, 2025 **What do you like best about Shelf?** What I like best about Shelf is that it has all the info and processes in one place. Super easy to find what I need without digging through a bunch of stuff. It saves time and keeps things organized. **What do you dislike about Shelf?** What I dislike about Shelf is that when you search for specific documents, it doesn’t always take you directly to them. Sometimes you have to dig around a bit, which can be frustrating when you're in a hurry. **What problems is Shelf solving and how is that benefiting you?** Shelf helps solve the problem of not knowing where stuff is. Instead of guessing which folder or app to check, everything’s in one spot. It makes it way easier to find answers fast and keeps things way more organized. ### 2. Shelf Review from a Credit Union perspective **Rating:** 4.0/5.0 stars **Reviewed by:** Abbie A. | Knowledge Management Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** February 06, 2023 **What do you like best about Shelf?** Shelf does a nice job of allowing specific permissions to users depending on the content they should see. Wiki Templates make creating new Shelf content easy and efficent. We recently have moved to using the phone system, Genesys and are loving the Shelf integrations that are available. Finally, the libraries, sub folders, tags and categories allow to have a strong taxonomy thats consistent accross the organization. **What do you dislike about Shelf?** The review process is something we as a credit union struggle with. Shelf does allow tracking of reviews in their insight analytics. However, any minor change on a document and it will move out of the outdated content reports. Since this is the case we created a review process outside of Shelf after exporting a list of all the content and sorting it into specific categories with specific owners. Additionally, when assigning content reviews it is only possible to assign them one at a time. We sometimes have 120-200 pieces of content to review, per quarter, so this can be a very time consuming process. **What problems is Shelf solving and how is that benefiting you?** Creating our one source of truth in Shelf has allowed us to pare down on the amount of internal calls department to department in how to process a specific task. Shelf has allowed us to break down silos in knowledge across the organization and keep our staff informed when changes and updates happen with Shelf announcements. The organization of libraries/folders is very helpful in sorting content to reach the correct audience. ### 3. Shelf has a lot to offer, and they're willing to work on everything else. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2023 **What do you like best about Shelf?** Features I love about Shelf: the different kinds of gems (especially decision trees), how easy it is to sort when creating and searching, the Announcements feature, the Insights feature, User Groups/Org Units. **What do you dislike about Shelf?** I haven't found this, but lots of the agents that I write for cite difficulties with Shelf's search algorithm. They will search for something, and it will be the third result instead of the first. **What problems is Shelf solving and how is that benefiting you?** We have lots of content, and not all of it should be viewed by every agent; with the user groups and Libraries, it's very easy to compile and sort that content. The Agent Assist feature that integrates with Genesys PureCloud is particularly helpful, since our agents can access Shelf without even having to open a new tab. ### 4. Shelf - Steering Enterprise Knowledge Management **Rating:** 4.0/5.0 stars **Reviewed by:** Utsav K. | Manager - Business Intelligence & Reporting, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about Shelf?** My overall experience with Shelf has been amazing. It is empowering our organization and managers to make educated decisions for their customers. Shelf has provided a platform to effectively manage the content and support power users in categorizing it efficiently. **What do you dislike about Shelf?** Content reporting can be improved by providing power users access to build interactive custom dashboards. In addition, integration with the other third-party reporting tools can be simplified. **What problems is Shelf solving and how is that benefiting you?** In the first few weeks of being hands-on with the tool, our organization feels confident about its ease of use and navigation across libraries. Access management has been streamlined. It offers great potential for reporting KPIs in nearly real-time. ### 5. A great tool with easy navigation and intuitive insights capability **Rating:** 3.5/5.0 stars **Reviewed by:** Kamalpreet K. | BI Data Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about Shelf?** The built-in Insights section is the thing that I like the most about Shelf. It makes very useful data points readily available. **What do you dislike about Shelf?** Less granularity in the reports under Insights section. If more granularity is provided,it would help businesses analyze the data in a more customized manner and derive more meaningful insights. **What problems is Shelf solving and how is that benefiting you?** With Shelf, we are looking to have a better knowledge management tool than the one we've been using. Shelf provides a really easy way of navigating through the content and also adds value to all kinds of users, be it the content users, content admins or the data analytics team. ### 6. Only minus is that you can't open links to a new tab without using right side of the mouse **Rating:** 4.0/5.0 stars **Reviewed by:** Frida L. | Service Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2022 **What do you like best about Shelf?** Clear and simple website. ''Favorites'' part is nice to collect all most important instructions together. **What do you dislike about Shelf?** Searching with one word is not very helpful. You need to know exactly the right word or sentence if you want to find right work instructions. **What problems is Shelf solving and how is that benefiting you?** Helps to search the work instructions easy and fast **Official Response from Fikret Alimov:** > Hey Frida, Thank you so much for your review! I have a comment for you - you can actually adjust that setting in your Shelf! All you need to do is to go your profile settings, scroll down to the bottom of the page, and switch the Open Gems in a new tab toggle to on. :) I hope this helps. Best, Fikret ### 7. User-friendly **Rating:** 4.0/5.0 stars **Reviewed by:** Dan L. | Technical Support Content Developer, Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2022 **What do you like best about Shelf?** What I like about Shelf the most is that it's user-friendly. With any software, that's what I look for the most. When common people can't navigate through the software, that's an issue. **What do you dislike about Shelf?** My least favorite thing about Shelf is probably some functions when creating documents. There are some things that other software has "trained" people to do, that Shelf isn't able to. It's hard to explain really. **Recommendations to others considering Shelf:** Take your time and be patient. Think about the goal you're trying to accomplish before executing. **What problems is Shelf solving and how is that benefiting you?** The searchability is great with tags and descriptions. I love connecting documents to similar documents. I think that the easier it is to find the answer you're looking for, the better. ### 8. Good experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2022 **What do you like best about Shelf?** The ease of the user interface is a pleasant experience. **What do you dislike about Shelf?** Sometimes there are too many options visible. Or at least when there is little experience. **What problems is Shelf solving and how is that benefiting you?** Storage space ### 9. New user for Shelf **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about Shelf?** The possibility to favourite pages makes it a lot easier to access the pages that I use the most. **What do you dislike about Shelf?** The search works best on the front page, so if I wanted to go to another page instead I should go to the front page and do the search there. **What problems is Shelf solving and how is that benefiting you?** Keeping the instructions needed in the same place and accessing the pages is easy. ### 10. Great resource for sharing information with customer care agents **Rating:** 4.0/5.0 stars **Reviewed by:** Kathryn L. | Customer Operations Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2021 **What do you like best about Shelf?** Being able to analyse interaction of users, being able to link other resources (e.g. google sheets) into a gem so users have everything they need in one place, decision trees are very beneficial to ensure agents follow internal processes & procedures whilst understanding them too. **What do you dislike about Shelf?** Analysis can sometimes be difficult as for some features, you are unable to manipulate the date range. You have to create custom preview images for lots of types of gems, otherwise they look plain and do not appeal to agents who may not click on your content as a result. **Recommendations to others considering Shelf:** Shelf is a great tool to have content readily available for customer care agents to use alongside their interactions. You can track their engagement, too, so you know if users are reading the content you've created. Users can also let you know how they rate the content you've made, providing opportunities for continuous improvement. **What problems is Shelf solving and how is that benefiting you?** We have moved all resources from google sheets/docs into Shelf so users can find everything they need within the app rather than having tab after tabs open on their browser. We can track how much users are engaging with content and they can also let us know what they think of content by rating/commenting on gems ### 11. User friendly platform/very supportive staff **Rating:** 4.0/5.0 stars **Reviewed by:** Janeth U. | Global L&D Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** February 21, 2022 **What do you like best about Shelf?** User friendly, with different content types to choose from for content creators. This platform serves as a go-to tool for agents, as long as it is being updated consistently. **What do you dislike about Shelf?** Uploading of long articles/docs may not be efficient when handling a customer interaction, hence, short guides or FAQs are much helpful. Furthermore, if the content is outdated, this can lead to long handling time which may impact customer and employee satisfaction. **Recommendations to others considering Shelf:** Providing feedback will help improve its performance. **What problems is Shelf solving and how is that benefiting you?** Excessive tools for agents. This platform that can be incorporated with another main system, will streamline processes and increase satisfaction for both your employees and customers. ### 12. It's a super nice experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Shelf?** It is easy to use. Nice visually. Usually editing is easy as pie. **What do you dislike about Shelf?** Sometimes it doesn't run very smoothly. Maybe because of my poor internet connection. **Recommendations to others considering Shelf:** Just start it, its fun. **What problems is Shelf solving and how is that benefiting you?** Usually when I need to find information, I find it from the Shelf. ### 13. I think Shelf offers great support and am thankful we went with them **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Furniture | Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Shelf?** Easy to use search feature. The agents are able to be more self sufficient **What do you dislike about Shelf?** Not that I can think of right now. It is working the way we expected. **What problems is Shelf solving and how is that benefiting you?** Agents are able to have more information at their fingertips. ### 14. Review of Knowledge Base **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Package/Freight Delivery | Enterprise (> 1000 emp.) **Reviewed Date:** October 12, 2021 **What do you like best about Shelf?** Shelf has a easy user experience and a simple design that allows you to simply use the tool. The account management department is also a plus on this company. **What do you dislike about Shelf?** The tool is created for use of their own tools. Meaning that exporting data to their (from google docs to a page) is not the best experience, with lots of bugs that are not fixed from shelf as it originated in a third party **What problems is Shelf solving and how is that benefiting you?** With Shelf we've been able to assure that all teams are updated in the processes of RTO as well as the union of all information in one place. ### 15. Overall Great Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2021 **What do you like best about Shelf?** Lots of different options for content types (decision tree being a personal favorite), intuitive use, extensive filter options for search, Connections ability, Content Publication Process. Easy set up and navigation. Easy to add content. **What do you dislike about Shelf?** No options for cross-referencing materials; keyword searching (would love to see a way to search various keywords and not depend on filtering down options on left-have navigation); too many clicks in publication process; "Recommendations" doesn't really pick up on main article relevance; no option to contain gem types (we'd like to only allow people to choose 3). Stats/Insights: no ability to differentiate between specific teams; no ability to see what gems have been created or how many in a overview way. Editing/content Writing Tools: limited options for formatting. Permissions only being allowed on the top-level of folders. **What problems is Shelf solving and how is that benefiting you?** Content organization; Content Publication Process allows us to review for continuity; Information retrieval in an easy manner. ### 16. Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** August 13, 2021 **What do you like best about Shelf?** diverse resources, lots of content and pretty easy to navigate **What do you dislike about Shelf?** the look of it is less than optimally pleasing **What problems is Shelf solving and how is that benefiting you?** easier way to access resources in one hub ### 17. Nice product to keep information organized **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Building Materials | Mid-Market (51-1000 emp.) **Reviewed Date:** September 02, 2020 **What do you like best about Shelf?** The program is easy to use. With very little training new users can jump right in and understand how the program works. The web clipper is a great tool. The fact you can share information straight from the webpage saves time, and makes it easy to share information. The search also works really well. Setting the program up was pretty seamless. Shelf has an onboarding team that provided best practices and helped us organize the content to meet our needs. **What do you dislike about Shelf?** Would be nice if there were a few more customization options. And also a mobile app. **What problems is Shelf solving and how is that benefiting you?** Shelf helps break down information silos and keeps everything organized in one place, that is easily accessible. The ability to comment on posts is also useful. The main benefit for us is it helps keeps everyone on the same page when all relevant information is in the same place. ### 18. Easy content managing system. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2021 **What do you like best about Shelf?** Shelf is easy to use, easy to understand, and working with 35 languages is quite easy with the multilanguage function in place. **What do you dislike about Shelf?** I would have liked some more options for the UI and being able to control the output of the content displayed. Perhaps some more design templates. **What problems is Shelf solving and how is that benefiting you?** We have a multilanguage FAQ. ### 19. Shelf is a powerful tool for maintaining re-usable content for RFx responses **Rating:** 4.0/5.0 stars **Reviewed by:** Jan David F. | Enterprise (> 1000 emp.) **Reviewed Date:** August 26, 2020 **What do you like best about Shelf?** Shelf is easy to use for creating new content. It's easy to edit existing content, and it's easy to delete content that is no longer needed. **What do you dislike about Shelf?** Shelf does not have boolean search capabilities. **Recommendations to others considering Shelf:** It's definitely worth giving a try if you are considering using Shelf. **What problems is Shelf solving and how is that benefiting you?** My organization uses Shelf to respond to RFP requirements. It makes it easy to locate response information and acts as an excellent repository for RFP content. ### 20. It is very easy to use and practical **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 02, 2020 **What do you like best about Shelf?** It's very user friendly. Easy to search all the information an to use tags. **What do you dislike about Shelf?** I could update some functionalities, and the decision trees are hard to manage, too small, I would definitely improve that..and also to be able to add PDF documents. **What problems is Shelf solving and how is that benefiting you?** We use it for Knowledge articles so we can follow the right processes ## Shelf Discussions - [Is it a better way to upload pictures (print screen) with better resolution?](https://www.g2.com/discussions/is-it-a-better-way-to-upload-pictures-print-screen-with-better-resolution) - 1 comment, 1 upvote - [View Shelf pricing details and edition comparison](https://www.g2.com/products/shelf-shelf/reviews?filters%5Bnps_score%5D%5B%5D=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+01%3A03%3A18+-0500&secure%5Bsession_id%5D=15a40e3c-46fa-4725-aab4-0b7ec7562e98&secure%5Btoken%5D=5b07d7a9277dc0e56ce2f6e773c217113d3a93e71dfb5734ebccca5dc507298b&format=llm_user) ## Shelf Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Administration** - Database Management - Data Workflows - Issue Management **Knowledge Pages** - Templates - In-Content Feedback - Versioning and Version History - Decision Trees - Duplicate Detection - Content Editor - WYSIWYG Editor - Rich Text Editor - Drag & Drop Editor - Customizable Templates - Surveys & Feedback - Pre-built Templates **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Generative AI** - AI Text Summarization **Agentic AI - Genesys AppFoundry Marketplace** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Knowledge Base** - Q & A - Link Sharing - Searchable **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Knowledge Dissemination** - Page Analytics - Permissions - Knowledge Sharing - Notifications - Advanced Search - Browser Extension - Organization - Other Integrations - Knowledge Integrations - Full Text Search - Web Notifications - Alerts/Notifications - Website Integration - Social Media Integration - Reporting/Analytics **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Security** - Verification - Role-Based Permission - Public vs Private **Data Security** - Risk Data Attributes - Data Transport - Access Management **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Agentic AI - Knowledge Base** - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Multi-Language **Additional Functionality** - Search/Filter - AI Copilot - Commenting/Notes - Content Publishing Options - Reporting & Statistics - Content Library - Document Classification - Drag & Drop - API - Customizable Branding - SEO Management - Real-Time Reporting - Generative AI - Self Service Portal - Widgets - Mobile Interface - Catalog Management - Online Forums - Email Alerts - Collaboration Tools - Mobile Alerts - Dashboard - Feedback Management - Document Storage - User Management - Live Chat - Chatbot - Knowledge Management - Wiki - Text Editing - SSL Security - Customizable Reports - Customizable Fields - Data Import/Export - Single Sign On - Content Management - Workflow Management - Knowledge Base Management - Activity Tracking - Discussions/Forums - Activity Dashboard - Calendar Management - Communication Management - Document Management **Content** - Trackable Analytics - Import - File Viewing - Update Notifications **Generative AI** - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication** - Social Features - Tagging - Upload - Comments **Additional Functionality** - Collaboration Tools - SSL Security - Reporting & Statistics - Customizable Reports - Customizable Fields - Customizable Branding - Data Import/Export - Single Sign On - Content Management - Content Library - Workflow Management - Text Editing - Widgets - Generative AI - Knowledge Base Management - Activity Tracking - Discussions/Forums - API - Live Chat - Activity Dashboard - AI Copilot - Calendar Management - Drag & Drop - Self Service Portal - Communication Management - Commenting/Notes - Catalog Management - Document Management ## Top Shelf Alternatives - [Guru](https://www.g2.com/products/guru/reviews) - 4.7/5.0 (2,260 reviews) - [Bloomfire](https://www.g2.com/products/bloomfire/reviews) - 4.6/5.0 (502 reviews) - [Document360](https://www.g2.com/products/document360/reviews) - 4.7/5.0 (529 reviews)