Shelf

Avantages

Shelf provides the assurance that all documents are corrected for errors before being processed and sent, thus avoiding double work on a document or having to return responses. Its operation makes it more certain that the information is true and better managed.

Inconvénients

Its learning process on the platform is not well guided and it is difficult at first to learn many of its functions.

Avantages

So far we've seen a 25 percent reduction in average handling time across the first three months of going live with Shelf.

Inconvénients

There are no cons currently and the product has been very well received.

Avantages

Relationship with the team at Shelf. Support in implementation

Inconvénients

UX - really dislike the colour for some reason.

Avantages

So much easier to use than other programs

Inconvénients

Really don’t have any complaints everything was to perfect

Avantages

The product is intuitive and straightforward. Shelf provides admins with detailed analytics and control features. It also integrates well with the other applications that my organization uses. For typical users, the software's design as well as search make finding documents quick and seamless.

Inconvénients

The knowledgebase management tool is great for any textbase documents, but it lacks features that can be improved if it offered better functionality and scaling of specific file types.

Avantages

I really liked the diversity of knowledge content one can create. Decision trees and wikis were the most important for us, and we found them tremendously useful.

Inconvénients

The visuals of the frontend seemed a bit rudimentary, and we weren't able to modify or customize them.

Alternatives envisagées 

Pourquoi choisir Shelf 

Logiciel antérieur 

Pourquoi passer à Shelf

Avantages

Our primary usage is wiki pages for our call center agents.
- The user interface is sophisticated and user-friendly. Our agents gave positive feedback on its simplicity.
- Functionality to support agents in finding the right information is also our favorite: Wiki page suggestions through AI and IVR.

Inconvénients

- The search function operates on an exact match basis, leading to no results if users make typos during their searches.
- The migration process from our previous knowledge management system demanded more human resources than initially anticipated.

Avantages

Shelf is a great tool when it comes to our overall knowledge management needs. Since our implementation of Shelf we have seen an increase in advisor engagement and sentiment towards our knowledge management efforts. Shelf has allowed our team to have a single location where our advisors are able to access all the information necessary to help customers when they contact us.

My favorite part of Shelf is the announcements option. This has been a game changer for our team and makes it so we can directly communicate with our advisors. We no longer have to deliver information to Team leads and hope this information is delivered correctly to advisors. With announcements we can send communications, attach Gem, set due dates, and require confirmation.

I've also been very pleased with Shelf's customer service. They are quick to respond to us when we have issues. Furthermore they have always been receptive to our needs and requests for improvements in the system.

Inconvénients

Our advisors do not like how Shelf was integrated with Zendesk. The window size was an issue for them. They prefer using the website instead.

I also wish that Shelf could integrate better with LMS's. We would love to have a one stop shop solution for our Knowledge and Training needs so our advisors didn't have to move between two different sites.

Avantages

- Seamless integration with our contact center solution
- Search Copilot has significantly reduced dead-end searches and the time agents spend searching for answers
- Content Intelligence has enhanced the accuracy and relevance of retrieved information

Inconvénients

- Some users may require training to fully leverage Shelf's capabilities

Avantages

The system is very easy to use and even easier to navigate which makes the day to day use of the system seamless.

Inconvénients

Copy and paste can sometimes be a little tricky if documents are being copied from external sources.

Avantages

Ease of use. It's great for our agents to feel empowered and have knowledge at their fingertips. It helps them daily to confidently give answers to our customers.

Inconvénients

It would be good to have a feature where spreadsheets can be embedded (for example a spreadsheet with formulas)

Avantages

Support from Rik and Weronika was always very efficient, timely and helpful. No question ever went unanswered.
Decision trees, collapsibles and anlaytics

Inconvénients

Occasionally went blank and needed tickets raising.
Due to the way we send comms to agents, would be good to pull up old announcements and just edit those rather than sending a seperate comms about an update

Avantages

We had a committee of all volunteers reviewing products for use as a member resource library. With only 1 FT employee it was important that volunteers could keep the resource library up to date. We also have limited tech knowledge so it needed to be something that was intuitive. Our committee set up the following criteria and found that Shelf met all of the requirements. o Must be very visual with a polished look
o Must have a great user experience (work fast and efficiently, be intuitive)
o Must be searchable (tags)
o Must allow for users to comment and rate resources
o Must be organized in multiple ways
o User must be able to bookmark or save a resource so they can easily find it again
o Must allow for all users to submit resources for review, allow a team to review and vet items, then allow them to be posted
o Must have place to pay for non-members and option for subscription fees
o Must be intuitive
o Must have an easy link to social media to post that a new resource is available and maybe a summary of the item
The most impressive function of the resource library is the search tool which can find keywords not only in the title of a document or site but anywhere within the document. The webclipper available on Chrome has been a great tool to use to quickly capture resources from the Internet.

Inconvénients

So far there have not been any cons that we have run into. Every time I contact our Shelf representative to ask questions, he has something new to tell me about that will launch soon and address that concern.

Avantages

The best thing about Shelf is the overall easiness to do things. It really doesn't give you any gray hairs during implementation, gem creation or training. Shelf's staff is accessible if you need support and Shelf seems to be open to suggestions and feedback.

Inconvénients

I'd say that the feature I'd like to see developed the most is the search. It does work already but it would be great if it was a bit more flexible with misspelling and such.

Avantages

I have used many software products like Shelf, but one thing that stood out to me right away as a new user was the ease of use. The product is intuitive to use and very user friendly compared to their competitors. It is easy to teach for new team members in our company to utilize and as an admin, it is more helpful to have a click-and-point admin control to make swift changes so our team operates efficiently with the most up-to-date information and information flow.

Inconvénients

View-Only and Member Users are excellent and very easy to use and teach. Ideally, it would be great to have more Administrative analytical tools to monitor usage and making sure each member is being utilized to the best user role to function within a company's prod use of Shelf.

Avantages

It helps us support our worldwide consulting team such that those in other time zones can learn and leverage learnings.

Inconvénients

I'd like to have control within the app over increasing the # user licenses.

Alternatives envisagées 

Pourquoi passer à Shelf

Avantages

Shelf has allowed Granite teammates to store and share vital information for day to day jobs. It has allowed us to easily share content between teams that had no capability of doing so previously. The search functionality it top-notch and allows people to find what they need as quickly and simply as possible!

Inconvénients

bulk add tool & the ability to add people directly to user groups when adding to shelf

Avantages

Shelf has been a huge asset to our overall organization of content and process documents. It has improved consistency and efficiency across all the teams that leverage this tool. Managing and maintaining the content is simple and easy with a wide range of reporting available to the administrators.

Inconvénients

I feel that there are some minor changes that could be made to the reporting feature. Nothing major just a few additional reports would be helpful.

Avantages

That it's easy to use and constantly evolving. Love the ease of making changes.

Inconvénients

really would love to have a calendar, would love more space to describe the gem, would love to be able to identify an owner (not the person who uploaded).
Although not a deal breaker.. the overall 'look' of the dashboard is not visually appealing.

Avantages

Shelf Answer Assist has been our ongoing project which aims to improve agent experience in handling customer interactions. The support team has been very collaborative and ensures we are on track with all our learning initiatives.

Inconvénients

User management can be improved. At the moment, we would have to follow several steps to create and group an agent. For example, individually copy-paste a username. It would be best to have a bulk upload feature via uploading CSV with all the required fields.

Avantages

Shelf is both intuitive and powerful. Adding content is very simple from a user standpoint, and the search and organization tools, such as connected gems, make it very quick and simple for users to find what they need. The recent addition of Content Maintenance, where users can leave feedback on specific gems as they're viewing them, has been an invaluable feature that we've already used heavily to improve our libraries.

Inconvénients

Shelf is very resource intensive, which makes sense as it's got a lot of content and data it has to read and process, but this also makes loading gems take a few seconds longer than I'd like sometimes.

Avantages

Easy to find all necessary documents and procedures. Very fast and great capacity!

Inconvénients

Automatics translation of the documents. Lot of users want to use mother language.

Avantages

It is easy to use, for our job it is an important thing

Inconvénients

I really don't have anything to write here

Avantages

Easy to use , a lot of features , more options

Inconvénients

Everything was great , had some problems with assist but i think its because of language

Avantages

The ease of use for searching information.

Inconvénients

That you can't put excels in shelf, but it not that big of a deal.