Self Service
Help Customers Help Themselves
Shelf self-service tools create awesome customer experiences while deflecting high support costs. Improve chat bot accuracy, suggest answers in forms, optimize search with AI, and offer a fully branded self-service portal.
Scale Service, Not Costs
Deflect common questions, so your agents can keep up with increasingly complex inquiries.
Deliver Answers, Not Articles
Serve helpful answers sourced directly from your FAQs by Shelf MerlinAI.
24/7 Customer Service
Ensure customers get fast, accurate answers even when your agents are off duty.
Shelf Platform Capabilities and Features
Learn how the Shelf knowledge platform combines AI with modern SaaS infrastructure and a simple user experience to help agents and customers get the answers they need–on-demand.
Modernize Self-Service Portals with Shelf MerlinAI
Help customers find exact answers with an AI-enabled search experience.
Smart Recommendations
Suggest helpful information your customers don’t know to reduce call volume.
Branding and Customization
Align your portals with your corporate identity.
Search Engine Optimization
Optimize content so it appears front and center on search engines.
Multilingual Portals
Let customers search in their native language. Shelf supports over 33 languages.
Increase Chatbot IQ with Shelf MerlinAI
Chatbots perform better and deflect more with Shelf. MerlinAI expands the scope and complexity of questions chatbots can handle.
Reduce Tickets with Instant Answers In Web Forms
Shelf MerlinAI instantly suggests best-fit content based on form inputs before your customers click submit.
Consistently Rated #1 for Knowledge Management
“[Before Shelf] Agents would be lucky if they found something the first time. It usually took them 3 attempts to locate the answer and they were spending roughly 4 minutes searching on each call.”
Christopher Taylor | Project Manager of Contact Center Solutions | Cambium Assessment
Here's what our customers think about Shelf Knowledge Management Platform
Our agents no longer have to look in different places to find answers – everything is delivered to them inside Shelf.
Amy Armstrong
Learning and Development Lead, HelloFresh
When compared to other leading knowledge products, over 90% of our users preferred Shelf.
Miquel Gomez
Head of Training, Glovo
The ability to integrate Shelf with our CRM and automatically suggest answers is a game-changer.
Matthew Dvorak
Director of Workforce Management, Tempoe