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Informazioni su Shelf
Sistema per la gestione intelligente della conoscenza per contact center o help desk che semplifica la ricerca, la manutenzione e l'aggiornamento delle conoscenze critiche.
It integrates well into our existing systems and serves as our main focal point for organization.
I can't say anything about negative sides of Shelf, because I have not seen it yet.
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Filtra le recensioni (105)

Excellent resource for maintaining quality control and communication across our organization
Commenti: 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.
Aspetti positivi:
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.
Aspetti negativi:
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.
Excellent Knowledgebase Management Tool
Commenti: 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 This greatly reduces time and improves efficiency because there is no confusion about outdated or incorrect material.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.
Aspetti positivi:
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.
Aspetti negativi:
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.
Cloud Based Knowledge Management System
Commenti: 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.
Aspetti positivi:
The search features , quick customer care responses and online tutorials.
Aspetti negativi:
The speed and the sense that they were learning the functionalities of the product on the job.
Alternative considerate:
The Best Knowledge Base Software
Commenti: 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.
Aspetti positivi:
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.
Aspetti negativi:
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.
Shelf Partners with OPEX
Commenti: Great team to work with and I look forward to the next several years of this partnership.
Aspetti positivi:
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.
Aspetti negativi:
Honestly I have not found anything I don't like. It's easy to manage and build.
Shelf is a real game changer
Aspetti positivi:
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.
Aspetti negativi:
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.

Our 'walled garden' called Shelf
Commenti: 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.
Aspetti positivi:
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).
Aspetti negativi:
Still working on versioning, but the workaround works for us.
Shelf helps our marketing team be more collaborative and efficient
Aspetti positivi:
- 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.
Aspetti negativi:
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.

Great experience, friendly, knowledgeable, no sales pressure which was AWESOME and APPRECIATED!
Commenti: 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.
Aspetti positivi:
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.
Aspetti negativi:
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.
Unique
Aspetti positivi:
Shelf lets me put everything in one place and synchronize with other apps like Dropbox. It has a slick interface and was easy to learn. It's nice that I have both private areas and areas that I can share with an organization. I like how the tags work.
Aspetti negativi:
I haven't really found any big downsides with Shelf. My main online storage areas are Dropbox and Google Drive and those are covered. It does take a little playing with Shelf to understand how to maximize its benefits, but there is good customer support available. My questions were answered quickly.
Shelf Knowledge Management
Commenti: Overall it has been a very smooth process, the staff are friendly and approachable, the system works well and is consistently being improved.
Aspetti positivi:
Shelf is easy to use both for agents and admins. Working in a regulated industry where processes can change frequently and significantly it's of vital importance that our front-line agents are kept up to date with current processes. Using other knowledge management solutions we found that usage was not as high as we would have liked, that we were unable to track who was and wasn't looking at articles and when articles were no longer in date. Shelf resolves these issues in straightforward and convenient ways.
Aspetti negativi:
It can be difficult to get some front end elements to appear as desired and additional options such as carousels or accordions would be useful.
Shelf Review
Commenti: It has been fantastic.
Aspetti positivi:
- 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.).
Aspetti negativi:
- 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.
Shelf review
Commenti: Our KM system was jurassic before Shelf and it has improved the quality of our work in all the departments that are using it. We don't have knowledge silos anymore and new agents don't feel so overwhelmed because our instructions are so accessible. Now our instructions are actually up to date thanks to the feedback option: it used to take forever to update them, but now that the agents are able to give instant feedback, our instruction quality is way up.
Aspetti positivi:
The best thing about Shelf is the overall easiness to do things. It really doesn't give you any gray hairs during implementation, gem creation or training. Shelf's staff is accessible if you need support and Shelf seems to be open to suggestions and feedback.
Aspetti negativi:
I'd say that the feature I'd like to see developed the most is the search. It does work already but it would be great if it was a bit more flexible with misspelling and such.
So much is great, and everything else is up for discussion!
Commenti: Shelf offers us exactly what we need: an internal knowledge base that is easy to update and maintain. Many different teams use Shelf to store their resources, and I find it very easy to separate all the info into the right libraries/categories.
Aspetti positivi:
Love: The different kinds of gems, especially decision trees; it's so easy to format it exactly the way you want; the templates and accordions are very helpful; the Insights feature; the Announcements featureLike: The Libraries; User Groups/Org Units; it's very easy to customize who gets access to view which features (for instance one team might get to view Announcements data but not Insights data)
Aspetti negativi:
There are sometimes bugs with formatting that make it difficult to work. (Full disclosure: They are always very timely and helpful in resolving the bugs.) I don't agree with this, but many of the agents who use Shelf struggle with the search algorithm; when they use a search term to find something specific, the result they want is sometimes the 3rd or 4th result, not the 1st.
Definite Upgrade - Knowledge Management for Non-Profit and Call Center
Commenti: Our agents are able to find the answers they need much easier, which results in less stress on them and the knowledge base administrator. We can update and edit articles so much faster now, and place images directly inside the articles (which is a huge bonus!). In short, Shelf is a definite upgrade and I am very pleased with it. Also, the Shelf team is great. [SENSITIVE CONTENT HIDDEN] is awesome!
Aspetti positivi:
I love how easy it is to create and edit articles. The platform looks great, and it was a seamless transition from our previous knowledge base system. Our agents like this one much more, and we all find the search results to be much more efficient.
Aspetti negativi:
All the features that I would recommend are currently in development. These missing features did/do not disrupt anything on the user side. On the administrator side we came up with a solution that works fine for the connections not appearing in the SSP.
Intuitive. Ease of Use. Great Customer Service
Commenti: One thing I appreciate about Shelf overall is customer service. Our account manager is very responsive and attentive to our needs, questions, and any concerns we may have for our company's usage of Shelf. An excellent product is one thing, but customer service to make sure your customer(s) is/are happy is a benchmark of better customer satisfaction. Thanks Shelf for a great product and great customer attention.
Aspetti positivi:
I have used many software products like Shelf, but one thing that stood out to me right away as a new user was the ease of use. The product is intuitive to use and very user friendly compared to their competitors. It is easy to teach for new team members in our company to utilize and as an admin, it is more helpful to have a click-and-point admin control to make swift changes so our team operates efficiently with the most up-to-date information and information flow.
Aspetti negativi:
View-Only and Member Users are excellent and very easy to use and teach. Ideally, it would be great to have more Administrative analytical tools to monitor usage and making sure each member is being utilized to the best user role to function within a company's prod use of Shelf.
Shelf is a game changer
Commenti: we are very much enjoying Shelf and are excited to continue to onboard new departments to Shelf!
Aspetti positivi:
Shelf has allowed Granite teammates to store and share vital information for day to day jobs. It has allowed us to easily share content between teams that had no capability of doing so previously. The search functionality it top-notch and allows people to find what they need as quickly and simply as possible!
Aspetti negativi:
bulk add tool & the ability to add people directly to user groups when adding to shelf
Intuitive and Effective
Commenti: Overall I have had a great experience with Shelf. The Shelf Team has been so incredibly helpful in the launch and revamps of the platform. They show a true willingness to help and have amazing expertise in knowledge management and provide best practices to ensure success.
Aspetti positivi:
Shelf has been a huge asset to our overall organization of content and process documents. It has improved consistency and efficiency across all the teams that leverage this tool. Managing and maintaining the content is simple and easy with a wide range of reporting available to the administrators.
Aspetti negativi:
I feel that there are some minor changes that could be made to the reporting feature. Nothing major just a few additional reports would be helpful.
Extremely pleased with Shelf
Commenti: Overall we are extremely pleased with the platform and support provided. The AI is invaluable and the openness to evolve new features is wonderful.
Aspetti positivi:
That it's easy to use and constantly evolving. Love the ease of making changes.
Aspetti negativi:
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.
This is not a drill: A user case that lead to early adoption
Commenti: Using Shelf in support of my consultancy/advisory tasks related to the development of an incubator hub in Belgrade, Serbia. Tasks require a lot of information coming in and out and disseminated to a wide variety of management, staff and stakeholders. We have been extremely glad to get our hands on the program. Not only does it support our organizational ethos of trying out new information technologies whenever we can and as they become available, its also been ideally suited and fit for our purpose. Its really smoothed and integrated our workflows and was just what we were looking for.
Aspetti positivi:
Shelf is really easy to set up and get going very quickly and is incredibly intuitive to use. Its a great tool not only for managing knowledge inputs in a wide variety of formats but also for group and task based working. The web clipper is great for capturing information on the go and actually a lot of fun to use. The file permissions system is super efficient for setting up and breaking down work/interest groups. It ensures everyone gets what they need to know and gets a chance to appropriately share and contribute. Its strongly supportive of the informational needs of the multi layered management structure of the organization as well as for disseminating information and updates to its general membership and stakeholders.
Aspetti negativi:
Although its already integrated with the three most important cloud storage sites and we hear more are on the way, we've already become firm Shelf fans and will continue to use so we'd like to see some fast-tracking so more become available sooner than later. We also hear email integration is on the way. Right now and until it comes, it would be useful for user email lists to be generated internally.
Shelf has been helping us avoid some costly mistakes.
Aspetti positivi:
Shelf makes it easy for us to capture content using the web clipper and then forget about it until we need it again. The search features make it easy to locate stuff without knowing the name or the exact folder location. They have tags, a tag library and customized badges.
Aspetti negativi:
I wish the web clipper enabled us to capture slideshare presentations and podcasts. I wrote to their customer service team and they said that it was in the works.
Easy to use platform for busy teams
Aspetti positivi:
From adoption the platform was noticeably very clean and unique in terms of design and I felt like I had a direction immediately. Many other tech apps are stressful to adopt and you are never quite sure you are utilizing the most important features. Not only was it easy for me to figure out, but getting my relatively small team on my Shelf was just as easy. We created our own folder structure to suit our needs and organization preferences and everything has been smooth and I can find everything I upload very easily, especially when I know who uploaded it.
Aspetti negativi:
I wish we can collaborate on documents inside of Shelf, but there really is not much a problem because they integrate with Google Drive directly so we can just upload it after.
Shelf Admin Experience
Aspetti positivi:
As an Admin for Shelf, there are always improvements in the pipeline and we are made aware of improvements that are live or will be live soon. Feedback is definitely always welcome with Shelf.
Aspetti negativi:
From an admin perspective, I would love to see the ability to make custom reports in shelf.
Team Leader of Customer service
Commenti: With Shelf I'm solving everyday issues that occurs with our partners and clients. Shelf helps a lot to secure crucical informations at the moment.
Aspetti positivi:
With Shelf I'm solving everyday issues that occurs with our partners and clients. Shelf helps a lot to secure crucical informations at the moment. Its helpful and easy to use for all agents.
Aspetti negativi:
So far i did not noticed any missing featuers on this program.
User-friendly with professional - and quick - support to help navigate any challenges.
Commenti: Ability to easily - and securely - share resources with our global movement.
Aspetti positivi:
We're an international organization, and needed a platform that would be affordable and accessible globally. The staff at Shelf.io are incredibly customer-oriented and constantly seeking feedback to add new features and upgrade the system. The library is intuitive to use from both an administrator's and user's perspective. The search function is robust, making it easy to find relevant resources. And, the ability to have specific user-groups for certain documents is a huge benefit for us. Without question, an amazing resource for the price.
Aspetti negativi:
I do wish we could customize the look (e.g., co-brand with logos, colors, etc.) - but really, if my only major complaint has to with aesthetics, the product certainly is working for us.