Knowledge management is one of the most overlooked parts of the support experience. What exactly does a robust knowledge management strategy allow your organization to do? In this blog post, we take...
Knowledge Automation
Shelf recognized as leader in the Contact Center Knowledge Space
G2 has named Shelf.io a leader in the Winter 2022 Grid® for Contact Center Knowledge Software. 90% of respondents have rated Shelf 5 out of 5 stars, noting high customer satisfaction, ease of use,...
How Retailers Can Keep Customers Happy and Satisfied This Holiday Season With AI
This article was originally published on TotalRetail blog. The busy holiday shopping season is already upon us, bringing today’s brands an important opportunity to strengthen relationships with new...
Shelf Raises $52.5M to Accelerate Answer Automation
STAMFORD, Conn., August 23, 2021--Shelf.io, the world’s leading AI-driven answer automation company, today announced a Series B round of $52.5 million led by Tiger Global and Insight Partners, with...
A Simple Formula to Measure the ROI of Knowledge Management
So much of business momentum is predicated on trust, and nowhere else is that truer than in the contact center. You can build a tremendous contact center operation, including a foundational...
Shelf Wins 2021 Business Intelligence Group Innovation Award
Shelf today announces that its world-leading knowledge automation platform has received the 2021 BIG Innovation Award presented by the Business Intelligence Group. This award comes as we turn the...
Shelf Recognized as “Easiest Setup” in Contact Center Knowledge Tech by G2
If you’ve purchased new tech, especially from a legacy vendor, then you’ve probably been through this before—months of delays, and the go-live date you were planning on is out of reach. You think...
“Highest User Adoption” Award in Contact Center Knowledge Tech Given to Shelf
New tech initiatives can be tough. A bad tech investment can really knock the wind out of the positive change you are working to achieve. According to Forbes, 70% of all digital transformation...
Shelf Recognized as the Easiest to Use Contact Center Knowledge Tech by G2
Customer experience means everything to us. That’s why we were incredibly excited to find out that Shelf has once again received the top award for Easiest to Use product in the Contact Center...
Shelf Recognized as a Top Knowledge Product for Admins by G2
We want to say a special THANK YOU to our customers, who helped us gain the G2 awards for two straight quarters. We were especially thrilled to receive recognition for the highest Ease of Admin and...
2021 Outlook: AI, Knowledge Automation and the evolving role of Remote Agents
This article was originally published in Contact Center Pipeline, the magazine for contact center professionals. Already experiencing pandemic change, contact centers can expect even more in 2021,...
Contact center statistics you need to succeed in 2021
Customer service orgs are under pressure. High volumes, distributed teams, yet same expectations for efficiency. As a natural response, digital transformations are accelerating across the industry,...