Shelf

Pros: Shelf is a very user friendly product , easy to set up, easy to maintain and delivers real impact

Cons: there aren't any areas of shelf that I do not like

Pros: 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.

Cons: 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.

Pros: Our primary usage is wiki pages for our call center agents. - The user interface is sophisticated and user-friendly. Our agents gave positive feedback on its simplicity. - Functionality to support agents in finding the right information is also our favorite: Wiki page suggestions through AI and IVR.

Cons: - The search function operates on an exact match basis, leading to no results if users make typos during their searches. - The migration process from our previous knowledge management system demanded more human resources than initially anticipated.

Pros: Shelf is a great tool when it comes to our overall knowledge management needs. Since our implementation of Shelf we have seen an increase in advisor engagement and sentiment towards our knowledge management efforts. Shelf has allowed our team to have a single location where our advisors are able to access all the information necessary to help customers when they contact us. My favorite part of Shelf is the announcements option. This has been a game changer for our team and makes it so we can directly communicate with our advisors. We no longer have to deliver information to Team leads and hope this information is delivered correctly to advisors. With announcements we can send communications, attach Gem, set due dates, and require confirmation. I've also been very pleased with Shelf's customer service. They are quick to respond to us when we have issues. Furthermore they have always been receptive to our needs and requests for improvements in the system.

Cons: Our advisors do not like how Shelf was integrated with Zendesk. The window size was an issue for them. They prefer using the website instead. I also wish that Shelf could integrate better with LMS's. We would love to have a one stop shop solution for our Knowledge and Training needs so our advisors didn't have to move between two different sites.

Pros: Ability to create a document, such as a decision tree, within shelf, to test and complete, before publishing for use by agents. Also the ability to track usage, by agent, to ensure that the knowledge base is properly and actively used.

Cons: All feedback goes to the same place, whereas I'd rather positive and negative were separate, as positive isn't as urgent.

Pros: The system is very easy to use and even easier to navigate which makes the day to day use of the system seamless.

Cons: Copy and paste can sometimes be a little tricky if documents are being copied from external sources.

Pros: Support from Rik and Weronika was always very efficient, timely and helpful. No question ever went unanswered. Decision trees, collapsibles and anlaytics

Cons: Occasionally went blank and needed tickets raising. Due to the way we send comms to agents, would be good to pull up old announcements and just edit those rather than sending a seperate comms about an update

Pros: Ease of use. It's great for our agents to feel empowered and have knowledge at their fingertips. It helps them daily to confidently give answers to our customers.

Cons: It would be good to have a feature where spreadsheets can be embedded (for example a spreadsheet with formulas)

Pros: So far we've seen a 25 percent reduction in average handling time across the first three months of going live with Shelf.

Cons: There are no cons currently and the product has been very well received.

Pros: Relationship with the team at Shelf. Support in implementation

Cons: UX - really dislike the colour for some reason.

Pros: This smart program for what is available on it makes everything easy when using it. Really very nice product.

Cons: Negativity is not the opposite, it is really positive..!

Pros: - 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.).

Cons: - 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.

Pros: Libraries, folders, permissions, taxonomy all work really well and allow us to create a strong one source of truth for our staff. We also love the addition of Wiki Templates this year that allow us to create new content quickly and efficiently

Cons: The review process is something that we struggle with managing. Shelf has a review process inside their analytics however, one small change on a piece of content removes it from the outdated content report. Since this is the case we have exported a list of all content and created a review policy that is manually assigned by quarter. Since you have to add all reviews into a workflow one at a time with 150-200 pieces of content to review per quarter this can be a very time consuming process.

Pros: It helps us support our worldwide consulting team such that those in other time zones can learn and leverage learnings.

Cons: I'd like to have control within the app over increasing the # user licenses.

Pros: 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)

Cons: 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.

Pros: Shelf Answer Assist has been our ongoing project which aims to improve agent experience in handling customer interactions. The support team has been very collaborative and ensures we are on track with all our learning initiatives.

Cons: User management can be improved. At the moment, we would have to follow several steps to create and group an agent. For example, individually copy-paste a username. It would be best to have a bulk upload feature via uploading CSV with all the required fields.

Pros: I really like how easy it is to create and manage content in Shelf. It is also easy to invite new users, create usergroups and change userroles. Maintenence function with directly feedback from user is so good and help us to structure and document all kind of changes we do. I think the sync between Feedback and CPW could be better, because you need to be an collaborater to solve the connection between feedback/publish function. Maybe it also is because I do not know how i should use it correct, though..

Cons: I miss the possibility to create a even more personal business layout at the front page. I want to explain for all the users how Shelf is build for our company, how you should use it and it when they should use it. I also miss an function where you can assign GEMs directly to owner of the document. For example there should be an function when you create a GEM to select an user who is responisble for keeping that document up to date or that other people in the organization could know easier who is responsible for this manual/routine.. Now they only can see who's created or last changed the document.. That is not good enough for us so we have started to use the category-function for assignee different document to different "users/teams/departments"

Pros: The ease of use for searching information.

Cons: That you can't put excels in shelf, but it not that big of a deal.

Pros: 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.

Cons: 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.

Pros: 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.

Cons: 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.

Pros: Shelf is so easy to navigate even for those who struggle to use computers. I love that you can design your home page with your 'favorites'. I love the search feature, and that related documents populate with each document. Super organized, beautiful layout.

Cons: I have yet to come across something that I would change about Shelf.

Pros: everything being in one place at once and the subheadings

Cons: not the prettiest to look at and sometimes you can have too may categories