Shelf recognized as leader in the Contact Center Knowledge Space

by | Dec 14, 2021 | Awards, Knowledge Automation, Knowledge Management, News/Events, Success Story

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, and quality of support. For the sixth consecutive quarter, Shelf has been awarded Easiest Setup, Easiest Admin, Easiest to Do Business With, and Easiest to Use based on verified user ratings.

Shelf has also been named leader on the Momentum Grid Report for Contact Center Knowledge Software, as well as recognition as a high performer in Customer Self-Service, Enterprise Wiki and Knowledge Management technology categories.

Challenges of today can’t be met by legacy KM vendors

This award is a testament to our innovative approach to redefining the future of contact center work. The pandemic has left most consumers with a sense of social isolation, little patience, and a need to improve their access to answers. For agents on the front lines – it’s important to arm them with the knowledge they need in order to empathically relate and resolve issues.

Yet there’s still friction between people and answers. On top of all this, support volumes and complex support queries continue to increase.

The underlying problem? A lack of planning and infrastructure to capture and utilize organizational knowledge. Legacy technologies are limited in the content they support and difficult to integrate across third party applications, acting more like an add-on module within a closed ecosystem. This results in siloed, isolated knowledge, lack of knowledge capturing processes All this leads to low adoption, decentralized information, inconsistent support, compliance issues, and bad experiences.

For companies to be truly effective at delivering exceptional customer experiences, they must break free from the legacy dependency and innovate their knowledge management strategies. Enter Shelf.

What makes Shelf different from the rest

Unlike legacy solutions Shelf centralizes all knowledge processes and delivers on-demand, contextualized answers to all support channels: employees, prospects, and customers; through AI-driven answer automation. Shelf’s artificial intelligence learns overtime which answers are working best and improves their findability, so users and customers are continually pointed toward the right solutions.

Shelf ensures adoption by completely unifying all enterprise content, then plugging that knowledge seamlessly into any enterprise application or channel where answers are needed. This establishes a user-friendly infrastructure of knowledge that eliminates silos and streamlines information to your agents, self-service portals, chatbots, voicebots, internal teams and more.

Answers are only as good as the content and articles they reference—that’s why Shelf also enables more highly productive knowledge administration. Enterprise-grade content management and automated maintenance workflows ensure busy teams can keep knowledge accurate, updated, and readily available to staff and customers.

Shelf is outpacing legacy technologies because this next-gen approach enables organizations to deliver more accurate information at a faster pace, accelerating agent training and onboarding while preserving higher satisfaction and retention rates.

“As customer demand for information and immediate issue resolution continues to grow, today’s businesses are under mounting pressure to provide their employees with a quick and easy way to access the right answers to all types of questions,” said Sedarius Perrotta, CEO and Co-founder of Shelf.io. “We are honored to be recognized as a category leader in contact center knowledge technology by G2 as Shelf continues its mission to help customers know more, and employees do more.”

Hands down the easiest solution to set up and use

In addition to our leadership award, Shelf has earned G2 awards for Easiest Setup, Easiest Admin, Easiest to Do Business With, and Easiest to Use. We want to say a special thank you to our customers, who helped us earn these G2 awards for six straight quarters. We are humbled by the validation and will continue to improve our solution.

Here’s what some of our customers had to say:

Shelf reviews sourced by G2

Ready to see what Shelf has to offer? Check out how we’ve created a comprehensive, intelligent knowledge solution that improves content findability, automates maintenance, integrates knowledge seamlessly into team workflows, and eases the onboarding process.

Click here to view the entire Grid® Report, and be sure to check out our eBook, The Case for Shelf: A Better Approach to Contact Center Knowledge for 3 reasons why Shelf is pacing ahead of legacy knowledge solutions.

Share your thoughts

We’d love to hear from you on G2! G2 is a peer-to-peer review site that helps users choose the right software and services for their business, all based on over a million authentic, timely reviews from real users.

If you are using Shelf, we’d love for you to share your feedback with the world – you can leave us a review here.

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