--- 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) EC Edita C. Quality Analysts Consumer Services Mid-Market (51-1000 emp.) 11/8/2022 "Quality Analysts" 4.5/5 What do you like best about Shelf? The details, having everything there, having immediate edit if something is missing Review collected by and hosted on G2.com. What do you dislike about Shelf? Complicated; too much clicking to find something Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? Editing, as part LCC role I can edit if I see something is missing from the procedure we are having Review collected by and hosted on G2.com. Show More 11/13/2022 Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Maha K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Maha K.") MK Maha K. Operations Lead Mid-Market (51-1000 emp.) 2/17/2022 "Great Experience, Always there to help!" 4.5/5 What do you like best about Shelf? Shelf has lots of features - even when you think there isn't something that will work for you, there are! My personal favourite is the Wiki Pages and Decision Trees Review collected by and hosted on G2.com. What do you dislike about Shelf? My only feedback would be for there to be tutorial videos on how to create content in each type of formatting. For example, I was not able to create decision trees until someone showed me how. It would have been a much better user experience if there was a "Tips" or "How To" right there. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? Looking to improve AHTs for agents, as well as empower them to problem solve while being resourceful, rather than asking their leads for support/assistance. Shelf is a great tool to house a multitude of information to help in these areas. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Accounting](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Accounting") AA Verified User in Accounting Mid-Market (51-1000 emp.) 10/26/2022 "It is really good, a little bit difficult in the beginning" 5/5 What do you like best about Shelf? Clear, easy to find needed information, esy to use but not that east to create new pages. Review collected by and hosted on G2.com. What do you dislike about Shelf? Somtimes difficult to create or edit pages. Difficult to remove spaces between lines. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? A place where needed information is found. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Government Administration](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Government Administration") AG Verified User in Government Administration Mid-Market (51-1000 emp.) 5/19/2022 "Night and Day" 5/5 What do you like best about Shelf? With Shelf we have found that building a tool based on knowledge management (KM) principles makes all the difference. Pieces that a knowledge manager needs to amplify information are already worked into the tool. The ease, usability, and flexibility allow us to respond to fast-moving changes that are required for our clients and have put us in a fantastic position with our contracts and clients. We need to be responsive with our content and Shelf allows us to do that. Review collected by and hosted on G2.com. What do you dislike about Shelf? Any issue that we've had with Shelf thus far, we've had the support team be responsive to and help problem-solve a resolution. If it's a business requirement or technical limitation based on our current structure, Shelf has supported us to make utilize the tools flexibility to solve these problems. Review collected by and hosted on G2.com. Recommendations to others considering Shelf: I highly recommend Shelf as a tool and a company to work with. I've had experiences with many KB, CRM, DXP software implementations and Shelf's implementation has been the smoothest and most organized I've experienced. The design of the software allows you to implement your KM strategy and reap the rewards of enterprise KM. I've been impressed with how versatile the software is to meet our requirements, goals, and objectives. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? The concept of Shelf's gems brings us versatility in our content. We are no longer limited by the format and software design to communicate in diverse formats required to get the job done well and quickly. This provides our users with a great experience and allows them to feel confident and supported to do their job. Good information alone is not enough, it needs to be easily found and accessible to users. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller DL Dan L. Technical Support Content Developer Enterprise (\> 1000 emp.) 2/22/2022 "User-friendly" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Recommendations to others considering Shelf: Take your time and be patient. Think about the goal you're trying to accomplish before executing. Review collected by and hosted on G2.com. 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. 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") UF Verified User in Financial Services Mid-Market (51-1000 emp.) 11/1/2022 "Very nice system!! It has worked very well." 5/5 What do you like best about Shelf? I think that the website has been designed easy to access and it is very easy to read and search information. Also the search tool is very good! Review collected by and hosted on G2.com. What do you dislike about Shelf? The most annoying this is that the email-layout does not work always as ment to. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? Self solves my work problems if I need to check some rules out, I could not live without it :) Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Noemi M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Noemi M.") NM Noemi M. Customer Service Supervisor Small-Business (50 or fewer emp.) 8/23/2022 "Customer Service Supervisor" 4.5/5 What do you like best about Shelf? Decision Trees have to be the best! They have so much information and really guide the team on certain processes. Review collected by and hosted on G2.com. What do you dislike about Shelf? The 'Tags' added to the articles make some information hard to locate. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? Knowledge Management System for new hires. I was a Trainer prior and a lot of the information reviewed is easily accessible in Shelf! Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Financial Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Financial Services") UF Verified User in Financial Services Mid-Market (51-1000 emp.) 10/27/2022 "Good experience" 4/5 What do you like best about Shelf? The ease of the user interface is a pleasant experience. Review collected by and hosted on G2.com. What do you dislike about Shelf? Sometimes there are too many options visible. Or at least when there is little experience. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? Storage space Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of sellerAI Translated ![Verified User in Broadcast Media](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Broadcast Media") CB Verified User in Broadcast Media Enterprise (\> 1000 emp.) 5/13/2022 "Shelf support during RFP process , selection and implementation" 4.5/5 What do you like best about Shelf? The support from Shelf at every step during the RFP, to their support during the procurement and implementation has been outstanding. The high level of support was certainly a factor in choosing Shelf over other solutions. Some of Shelf's features that stood out are their integration capabilities, agent assist feature that pushed content to agents based on the content of the tickets, the different content types such as wiki, FAQ and decision tree articles and their powerful content maintenance features. Review collected by and hosted on G2.com. What do you dislike about Shelf? Currently Shelf don't have standardized article templates. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? The main problem we are solving is having a single KB that all agents can access across multiple geo-locations. A single source of truth where content is being maintained. Reducing customer interaction AHT by pushing knowledge articles to agents instead of agents having to search for knowledge articles. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Accounting](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Accounting") UA Verified User in Accounting Enterprise (\> 1000 emp.) 5/25/2022 "Simple and easy to use" 5/5 What do you like best about Shelf? Shelf has now all our necessary information regarding our work with guides etc. I specifically like the search function that is far more inclusive compared to our previous option and that you can "favourite" the things you use daily for easy access. Shelf is also easier to navigate when looking through categories, they're all in one place. Review collected by and hosted on G2.com. What do you dislike about Shelf? The support for excel files is the only thing I can think of that is missing, but they are mostly stored locally so it's not that big of an issue. Review collected by and hosted on G2.com. What problems is Shelf solving and how is that benefiting you? Certain guides and listings are used at my job daily, having an easy-to-find and easy-to-search place to find them is a big plus. The biggest benefit is the search option which was quite case and word specific earlier now works with Shelf. Review collected by and hosted on G2.com. Show More Validated 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);)