--- description: Review of Shelf Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Shelf | Reviews, Pricing & Demos - SoftwareAdvice NZ --- Breadcrumb: [Home](/) > [AI Agents for Customer Support](/directory/5207/ai-agents-for-customer-support/software) > [Shelf](/software/435224/shelf) # Shelf Canonical: https://www.softwareadvice.co.nz/software/435224/shelf Page: 1 / 6\ Next: [Next page](https://www.softwareadvice.co.nz/software/435224/shelf?page=2) > Shelf is a cloud-based platform that helps modern businesses thrive with on-demand answers to the questions that block customer and employee success. Shelf’s proprietary MerlinAI listens for questions and instantly suggests the best answers in search, chat, IVR and forms. Results return helpful snippets that lets users dig deeper on-demand–not long articles that waste precious time. Additionally, the platform identifies gaps between questions and answers so businesses can see how well the content in your knowledge base meets customer needs. With Shelf, users can automate the entire knowledge lifecycle including content creation, review and approvals, announcements, ratings and comments. It saves knowledge admins valuable time and makes it easy to improve the knowledge base, so it is clean and up to date. Shelf’s Agent Assist component enables every agent to deliver enhanced customer experience. Additionally, it allows Integration into the tools that agents use every day and answers directly to agent desktop so they can respond to customers. It allows businesses to deflect low-effort inquiries via fully branded self-service portal, chatbots and AI-enabled answers in forms. With Shelf, users can provide reliable, 24/7 customer service and scale support volume while saving costs. The knowledge platform provides pre-built integrations, SDKs and APIs that integrate with various enterprise applications. Additionally, Shelf eliminates knowledge silos and saves time and money by creating simpler infrastructure. > > Verdict: Rated **4.8/5** by 106 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.8/5** | 106 Reviews | | Ease of Use | 4.8/5 | Based on overall reviews | | Customer Support | 5.0/5 | Based on overall reviews | | Value for Money | 4.8/5 | Based on overall reviews | | Features | 4.6/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Shelf - **Location**: Stamford, US - **Founded**: 2015 ## Commercial Context - **Starting Price**: US$10.00 - **Pricing model**: Per Feature (Free Trial) - **Pricing Details**: plans starting at $30 a user per month - **Target Audience**: 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English, German, Russian, Spanish, Ukrainian - **Available Countries**: Austria, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Spain, Sweden, Switzerland, United Kingdom, United States ## Features - AI/Machine Learning - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Agentic Task Execution - Alerts/Notifications - Approval Process Control - Archiving & Retention - Audio File Management - Audit Trail - Autonomous Task Execution - CRM - Catalog Management - Chatbot - Collaboration Tools - Commenting/Notes - Communication Management - Content Library - Content Management ## Integrations (23 total) - Box - ClickHelp - Confluence - Contentful - Dropbox - File Requests for Google Drive - Firefox - Five9 - Genesys Cloud CX - Google Chrome - Google Drive - Guru - Helpjuice - Intercom - Kustomer ... and 8 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - Chat ## Category - [AI Agents for Customer Support](https://www.softwareadvice.co.nz/directory/5207/ai-agents-for-customer-support/software) ## Related Categories - [AI Agents for Customer Support](https://www.softwareadvice.co.nz/directory/5207/ai-agents-for-customer-support/software) - [Conversational AI Platforms](https://www.softwareadvice.co.nz/directory/4010/conversational-ai-comparison/software) - [Content Management Systems](https://www.softwareadvice.co.nz/directory/4543/cms/software) - [Knowledge Base Software](https://www.softwareadvice.co.nz/directory/3898/knowledge-base/software) - [Call Centre Software](https://www.softwareadvice.co.nz/directory/4588/call-center/software) ## Alternatives 1. [Confluence](https://www.softwareadvice.co.nz/software/430492/confluence) — 4.5/5 (3714 reviews) 2. [Microsoft SharePoint](https://www.softwareadvice.co.nz/software/397825/microsoft-sharepoint) — 4.4/5 (5460 reviews) 3. [Notion](https://www.softwareadvice.co.nz/software/123247/notion-remote-work) — 4.7/5 (2802 reviews) 4. [Connecteam](https://www.softwareadvice.co.nz/software/109560/connecteam) — 4.6/5 (5308 reviews) 5. [Guru](https://www.softwareadvice.co.nz/software/103160/guru) — 4.8/5 (640 reviews) ## Reviews ### "Shelf helps our marketing team be more collaborative and efficient" — 5.0/5 > **Marc** | *16 October 2017* | Recommendation rating: 10.0/10 > > **Pros**: - Shelf is great for project research and managing advertising versions and sales collateral for our marketing team - Easy to organize various iterations and revisions with custom and company tags, badges, groups, organization library, folders, etc - A powerful search tool that keeps what the team needs within reach. We can search inside documents \& images and filter by version, date, users, content type and even different locations - Shelf has been an Evernote replacement for our team. It's a much easier and intuitive way for marketing and product teams to collaborate on content research. > > **Cons**: Cons; would like to see an integration for Slack. Our team uses Slack and it would be helpful to be able to pull in our attachments and links into Shelf so we have a more comprehensive experience. ----- ### "Shelf Helps your Business" — 5.0/5 > **Angelika** | *4 June 2025* | Design | Recommendation rating: 10.0/10 > > **Pros**: It helps you get the information and knowledge you need. with the information and knowledge it allows you to handle customer inquiries. > > **Cons**: nothing. shelf has been amazing for my customer service workers. it has helped them with their calls and handle customers accordingly. > > my experience has been amazing with shelf. my customer service associates use it to help them with phone calls. ----- ### "Cloud Based Knowledge Management System" — 3.0/5 > **Don** | *18 February 2019* | Research | Recommendation rating: 6.0/10 > > **Pros**: The search features , quick customer care responses and online tutorials. > > **Cons**: The speed and the sense that they were learning the functionalities of the product on the job. > > We wanted a product that would help us manage our knowledge better. The product is good , but the overall speed / refresh rate is poor in-spite of us using more than 50 mbps. ----- ### "Great experience, friendly, knowledgeable, no sales pressure which was AWESOME and APPRECIATED\!" — 4.0/5 > **John** | *19 January 2018* | Recommendation rating: 8.0/10 > > **Pros**: We like the ease of sharing files and different resources across our membership. The ease of adding both internal content via OneDrive and external content with their Web Clipper is not found on any other product. Having the ability to customize user groups with specific roles in their group is a great feature. Allows us to promote people to roles in a group but not on the overall platform. The ability to make certain things public and certain things private allows for easy sharing and linking from website and social media. The search feature is the most impressive feature, allowing users to search from a wide variety of content across the entire platform. Don't forget about the ability for authors to get emails alerting for new comments to easily respond and address certain questions. > > **Cons**: The lack of a built in CRM tool and/or linking via api keeps the product from certain users but is the best CMS on the market. > > Easy CMS for users with NO TECH experience. Deepens our value to our members by providing not just our content but valued content from external sources in 1 easy to find, easy to search, and easy to share online platform. ----- ### "User Friendly with Great Features and Functionality\!" — 5.0/5 > **April** | *14 November 2017* | Music > > **Pros**: The top 3 features of Shelf for CMDW, Inc include Sync, Search and Sharing. Shelf syncs with Google Drive and Dropbox to help users better organize and access files. Once files are synced, users can search for files via keyword(s) - even if you don't remember the title or when it was created. It's quick and easy to drag and drop files or folders to an updated private or shared folder from there (or simply leave in the current folders, as Shelf retains the original filing properties/locations during sync). Shelf is already setup with four permission levels - along with a "groups" feature to making sharing at specific access levels a breeze. I should also point out that Shelf works well with all types of files and media, including documents, audio, video and more - which is especially important for the creatives on our team\! There are plenty of organization and collaboration tools out there - I've tried several, but Shelf has hit the UX (user experience) nail on the head. It's visually appealing and less intimidating for my clients and team members who are less tech savvy. The onboarding process for me was actually pretty fun. The demo was informative and tailored to my unique organizational needs. Customer rep really listened to my challenges and showed me how Shelf can solve many of our current problems. I'm really excited to finally have a functional solution for file management. No more lost hours searching and starting over from scratch\! ----- Page: 1 / 6\ Next: [Next page](https://www.softwareadvice.co.nz/software/435224/shelf?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.nz/software/435224/shelf) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data