Shelf
Shelf Wins CIOReview’s Best Knowledge Management Product of 2019
CIOReview conducted an interview with Shelf’s Head of Innovation, Sedarius Tekara Perrotta, where he dived into Shelf’s new approach to ensuring access to critical company knowledge, deemed ‘knowledge automation.’ Built on AI, Shelf aims to solve a universal problem plaguing support team—the...
Key Takeaways from Customer Complaints on Twitter
Customers hate waiting on hold, end of story. Waiting on hold for too long is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with an issue that requires a little more expert knowledge, they are often put on hold for an...
5 Ways to Leverage AI and Agent Assist to Improve Customer Experience
This blog post was originally published on Genesys blog. The percentage of “difficult” enquiries has more than doubled since COVID19 started to hit the global economy. Forcing companies to be remote places incredible pressure on your communications and support processes. It’s obvious that...
1 Solution to Prevent 19 Causes of Poor Customer Service
Here are some common issues related to poor customer service. Shift starts at 9:00? Better be at my desk at 8:30 to login and reopen all of the tabs I need. Coworker needs help with a difficult issue? Thank goodness my customer seems calm and can hold for a few minutes while I research a...
How to Use AI to Improve Your Customer Experience (5 Examples)
This post was updated on May 27, 2022 to reflect industry best practices. It’s a hard pill to swallow, but the pandemic was one of those events that divided a lifetime into pre-COVID and post-COVID periods. As a result, companies were forced to innovate, forced to learn how to support employees...
Shelf Awarded 2019 Best New Product by BIG Awards
Stamford, CT, Nov. 14th 2019 – Shelf, the leading AI-enabled knowledge management platform on the market, received the Business Intelligence Group “Best New Product of the Year” BIG Award in the startup category when the 2019 award winners were announced on November 6th 2019. The BIG Awards...
Qualities of an Incredible File Search Engine
We know that your company’s search can’t work just like Google. To counterbalance its inability to crawl the web and learn from the 100s of criteria generated by 3.5 billion people, you need a platform that supplements and complements Findability with other Browse & Discover best practices....
Why Knowledge Management Must Include a Tagging System
What’s the best search tool for your company? Can a tagging system help you find what you need? Is it the best way to organize your content? You’re not the only one asking these questions, and there’s a ton of money at stake in the answers. About $31.5 billion to be exact. That’s right:...