The Future of Knowledge for Contact Centers

Right Answer. Right Place. Right Time.
Every Time.

Trusted by the Best

How Shelf Works

Answer

Deliver fast helpful answers to customer questions »

Learn

Understand answer quality and question coverage »

Improve

Continuously improve the answers you publish »

Deliver Answers,
Not Articles

Shelf MerlinAI listens for questions and instantly suggests the best answers in search, chat, IVR, and forms. 

Results return helpful snippets so you can dig deeper on-demand—not long articles that waste precious time.

Identify Gaps Between Questions and Answers

See how well your content meets customer needs with out-of-the-box analytics created by Shelf Merlin AI.

Spend less time compiling reports and more time publishing awesome content to answer customer questions better and faster.

Identify Gaps Between Questions and Answers

See how well your content meets customer needs with out-of-the-box analytics created by Shelf Merlin AI. 

Spend less time compiling reports and more time publishing awesome content to answer customer questions better and faster.

Get Ahead of Constant Change

Prioritize improvements and incorporate content suggestions with ease to keep answers fresh and accurate.

Automate content creation, review, and approval, then publish from a single source to every channel.

Get Ahead of Constant Change

Prioritize improvements and incorporate content suggestions with ease to keep answers fresh and accurate.

Automate content creation, review, and approval, then publish from a single source to every channel.

Right Place
Right Time
Right Answer

Shelf Integrations
Deliver the right answers everywhere by eliminating knowledge silos. Save time and money with simpler infrastructure.

Learn More About Our Solutions

Contact Centers

Improve customer satisfaction, while reducing average handle times  »

Enterprise Knowledge

Onboard faster and get internal customers the answers they need »

Agent Assist

Ensure every agent delivers the best possible customer experience »

Self-Service

Help customers help themselves to save them time and you money »

Consistently Rated #1 for Knowledge Management

ROI Starts on Day 1

Lightning fast implementation and guaranteed user adoption make Shelf a quick win
&

80%

less time looking for answers

'

30%

shorter average handle times

Q

40%

fewer support escalations

Reduced handle times by 90 seconds

Rolled out in under 60 days, without involving IT.

Consolidated 12+ platforms for over 5,000 employees

“When compared to other leading knowledge products, over 90% of our users preferred Shelf.”

Miquel Gomez

Head of Training, Glovo

“It was truly and honestly the easiest implementation of anything I’ve ever had in my entire career.”

Bryan Smith

Technical Support Manager, Opex

“Shelf has been a huge asset to our overall organization of content and process documents. It has improved consistency and efficiency across our teams.”

Sarah E. Byrne

Training and Development Lead, HelloFresh

“When compared to other leading knowledge products, over 90% of our users preferred Shelf.”

Miquel Gomez

Head of Training, Glovo