--- 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 & Product Details Visit Website 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. * * * Product Website Shelf Seller [Shelf](https://www.g2.com/sellers/shelf) Discussions [Shelf Community](https://www.g2.com/products/shelf-shelf/discuss) Languages Supported Arabic, Bulgarian, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Hungarian, Indonesian, Icelandic, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified), Chinese (Traditional) Solution Type All-in-One Overview by Oksana Zdrok Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 4 months [ View More Pricing Information ](https://www.g2.com/products/shelf-shelf/pricing) ![Trevor M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Trevor M.") TM Trevor M. Supervisor of Customer Service Small-Business (50 or fewer emp.) 8/25/2022 "Shelf has been the easiest KMS system that I have ever used." 5/5 What do you like best about Shelf? Search functionality and tag building is very simple to use and allows complete customization based on our particular agents nomenclature makes locating articles very easy. Review collected by and hosted on G2.com. What do you dislike about Shelf? Seaching for new articles within existing articles can be difficult. Commonly forced to navigate to the "Home" page in order to search a new key term for a different article. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? Shelf as a KMS makes utilization of resources very easy for agents. It helps to teach agents to be resourceful instead of reaching out for assistance prior to researching themselves. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Judiciary](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Judiciary") UJ Verified User in Judiciary Enterprise (\> 1000 emp.) 10/27/2022 "-" 4.5/5 What do you like best about Shelf? The instructions for your own team are easily found, easy and pleasant to use. Maintaining your own instructions has become easier, and it also helps the team when everyone has access to the updated instructions immediately. Review collected by and hosted on G2.com. What do you dislike about Shelf? The system is slow at times when opening different instructions (especially PowerPoint files). Also, editing the instructions is occasionally laborious, and if you save the instruction (even if the update is in progress), the updated guidance is immediately visible to everyone. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? Shelf has up-to-date instructions available for everyone, and updated instructions are visible to everyone immediately. Additionally, in Shelf, you can easily create subfolders for instructions by topic, which makes it easier to find instructions. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of sellerAI Translated MK Maiju K. Development Specialist Mid-Market (51-1000 emp.) 5/18/2022 "Shelf is very efficient and easy-to-use platform for my needs." 5/5 What do you like best about Shelf? The most helpful thing about Shelf is that it's very simple, easy and it has enough possibilities to create and format content. I also get guidance from the Shelf team if needed. Review collected by and hosted on G2.com. What do you dislike about Shelf? The only thing I would fix is the glitches, but that doesn't bother me much because I know that the Shelf team is already working on those. Could use more in-depth possibilities to restrict user permissions. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? Shelf is providing my company with a reliable place to store work-related instructions and in the future, it will help us with its AI when we get to integrate the Genesis Cloud. It has already made searching for instructions more efficient thus providing our customers with better and faster customer service. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Financial Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Financial Services") AF Verified User in Financial Services Mid-Market (51-1000 emp.) 5/25/2022 "My experience with shelf" 5/5 What do you like best about Shelf? I like many things with shelf, but if i have to pick one i would pick the search function. Before shelf we had manuals and best practices placed several different places, and the agents had a hard time finding the information they needed. With Shelf all you need is one search and you'll find the relevant information you need. Review collected by and hosted on G2.com. What do you dislike about Shelf? I would like more custom options when you write wikis. More boxes and arrows etc. A lot of information is easier explained that way. Review collected by and hosted on G2.com. Recommendations to others considering Shelf: Make use of the extra functions that Shelf provides and do not only copy everything you already have into shelf. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? The decisions trees makes it faster and easier to get straight to the right information you need, and you dont have to scroll down a huge word document to find it. New employees find the answers they need without us having to guide them which frees up a lot of extra time. We have all the manuals in one place where they are easily accessible. Search functions and context mapping makes finding the relevant information easy. Feedback function makes improvement work easier. With rules set up for content maintenance we can easily keep the manuals up to date. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Airlines/Aviation](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Airlines/Aviation") UA Verified User in Airlines/Aviation Mid-Market (51-1000 emp.) 10/26/2022 "The platform is easy to use, and the knowledge is well accessible." 5/5 What do you like best about Shelf? All the knowledge has been categorized smartly, but even when you are unsure where to search for specific information, you can search with a word and still find what you are looking for. Review collected by and hosted on G2.com. What do you dislike about Shelf? You need to change the language code from English to Finnish to get visibility to Finnish instructions. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? When you need an answer regarding fundamental processes, you can easily access the answer by using Shelf instead of going through multiple platforms. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller KD Kathleen D. Customer Service Quality Lead Mid-Market (51-1000 emp.) 2/22/2022 "Finding information quickly has never been easier than it is with Shelf" 5/5 What do you like best about Shelf? The search feature on Shelf is my favorite feature. Similar to doing a web search, you can type in a key word into a search bar and easily find the information you are looking for in just a few seconds. Review collected by and hosted on G2.com. What do you dislike about Shelf? Currently there is not a way to have an announcement posted to Shelf, and have a notification sent to users by email. I would like to utilize the announcements feature in Shelf, but want to have users notified when the announcement is posted incase it is urgent. Review collected by and hosted on G2.com. Recommendations to others considering Shelf: Your company's page in Shelf will be what you make of it. I recommend taking time to familiarize yourself with the different features and use as many as you can. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? Prior to Shelf, we used a program to store inforation that did not have a search feature like Shelf has. With our previous program, users had a difficult time finding information they were looking for because they didn't know how to get to it. With Shelf, there is not much of a learning curve with users being able to find information that they need, because they can simply type a key word into the search bar. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller UK Utsav K. Manager - Business Intelligence & Reporting Enterprise (\> 1000 emp.) 5/19/2022 "Shelf - Steering Enterprise Knowledge Management" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic KK Kamalpreet K. BI Data Engineer Enterprise (\> 1000 emp.) 5/19/2022 "A great tool with easy navigation and intuitive insights capability" 3.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller FL Frida L. Service Specialist Mid-Market (51-1000 emp.) 8/25/2022 "Only minus is that you can't open links to a new tab without using right side of the mouse" 4/5 What do you like best about Shelf? Clear and simple website. ''Favorites'' part is nice to collect all most important instructions together. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? Helps to search the work instructions easy and fast Review collected by and hosted on G2.com. Show More Response from Fikret Alimov of Shelf [Editedit](https://www.g2.com/survey_responses/shelf-review-7032334/official_response/edit) 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 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Consumer Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Consumer Services") UC Verified User in Consumer Services Mid-Market (51-1000 emp.) 8/25/2022 "Easy to use and find information" 5/5 What do you like best about Shelf? How easy and fast it is to find what I'm searching for. It's easy to send feedback through Self. It's very fast and easy to update and make changes to the contents. Review collected by and hosted on G2.com. What do you dislike about Shelf? I'm using Self every day and so far it has worked impeccably! Nothing more to add here. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? When I need answers and instructions fast in my work, I'm using Self. All the materials I need are there available for me. I think this has a very positive effect on my work! Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ## Questions about Shelf? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Shelf ](https://www.g2.com/products/shelf-shelf/discussions/new) ![Konstantina S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Konstantina S.") KS Konstantina Sakizli • Last activity almost 5 years ago Is it a better way to upload pictures (print screen) with better resolution? 1 Upvote 1 [ Join the conversation ](https://www.g2.com/discussions/is-it-a-better-way-to-upload-pictures-print-screen-with-better-resolution) [ View all Discussions ](https://www.g2.com/products/shelf-shelf/discuss) ## Pricing Insights Averages based on real user reviews. ### Time to Implement 4 months ### Return on Investment 13 months ### Perceived Cost $$$$$ [ View More Pricing Information ](https://www.g2.com/products/shelf-shelf/pricing) Shelf Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_911354aa9fcdd7280a5bf61aee42fc72/guru.png "Product Avatar Image") Guru 4.7/5(2,322) [ Compare Now ](https://www.g2.com/compare/guru-vs-shelf-shelf) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_2a9a43b2d4b9db5bdb0ced67c5e23b61/confluence.png "Product Avatar Image") Confluence 4.1/5(4,368) [ Compare Now ](https://www.g2.com/compare/confluence-vs-shelf-shelf) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_a57c0e7654a97b82045187bac10fa8ed/bloomfire.png "Product Avatar Image") Bloomfire 4.6/5(514) [ Compare Now ](https://www.g2.com/compare/bloomfire-vs-shelf-shelf) ##### ##### Shelf Features Administration Database Management Issue Management Integrations Compliance Policies and Controls Data Governance Compliance Data Security Access Management Knowledge Management Knowledge Base Publishing Workflows Analytics [ View More Features ](https://www.g2.com/products/shelf-shelf/features) ## Top-Rated Alternatives [ ![Guru](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Guru") Guru 4.7/5(2,322) ](https://www.g2.com/products/guru/reviews) [ ![Bloomfire](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bloomfire") Bloomfire 4.6/5(514) ](https://www.g2.com/products/bloomfire/reviews) [ ![Document360](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Document360") Document360 4.7/5(541) ](https://www.g2.com/products/document360/reviews) [ View All Alternatives ](https://www.g2.com/products/shelf-shelf/competitors/alternatives) ##### Categories on G2 [Knowledge Base](https://www.g2.com/categories/knowledge-base-software)[Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Contact Center Knowledge Base](https://www.g2.com/categories/contact-center-knowledge-base) [Knowledge Base](https://www.g2.com/categories/knowledge-base-software)[Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Contact Center Knowledge Base](https://www.g2.com/categories/contact-center-knowledge-base)[Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace) [Show MoreShow Less](javascript:void(0);) ##### Explore More [What yard management tool gives a manufacturing plant the best visibility into trailer dwell time so operations teams can cut detention fees and improve dock utilization?](https://www.g2.com/discussions/yard-management-what-yard-management-tool-gives-a-manufacturing-plant-the-best-visibility-into-trailer-dwell-time-so)[What terminal emulators have the strongest automation features for infrastructure operations and DevOps teams?](https://www.g2.com/discussions/what-terminal-emulators-have-the-strongest-automation-features-for-infrastructure-operations-and-devops-teams)[Which work instructions platform works best for a manufacturing company running training and standard work across multiple sites with different teams?](https://www.g2.com/discussions/which-work-instructions-platform-works-best-for-a-manufacturing-company-running-training-and-standard-work-across-multiple-sites-with-different-teams) [Which file recovery software has the most intuitive user interface and fastest learning curve?](https://www.g2.com/discussions/which-file-recovery-software-has-the-most-intuitive-user-interface-and-fastest-learning-curve)[Teamwork.com vs Hive: which Google Workspace project management tool delivers better real-time collaboration for distributed teams?](https://www.g2.com/discussions/teamwork-com-vs-hive-which-google-workspace-project-management-tool-delivers-better-real-time-collaboration-for-distributed-teams)[Pros and Cons Details](https://www.g2.com/products/shelf-shelf/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)