Shelf

Avantages

Shelf is easy to use both for agents and admins. Working in a regulated industry where processes can change frequently and significantly it's of vital importance that our front-line agents are kept up to date with current processes.

Using other knowledge management solutions we found that usage was not as high as we would have liked, that we were unable to track who was and wasn't looking at articles and when articles were no longer in date. Shelf resolves these issues in straightforward and convenient ways.

Inconvénients

It can be difficult to get some front end elements to appear as desired and additional options such as carousels or accordions would be useful.

Avantages

Ability to create a document, such as a decision tree, within shelf, to test and complete, before publishing for use by agents. Also the ability to track usage, by agent, to ensure that the knowledge base is properly and actively used.

Inconvénients

All feedback goes to the same place, whereas I'd rather positive and negative were separate, as positive isn't as urgent.

Avantages

This smart program for what is available on it makes everything easy when using it. Really very nice product.

Inconvénients

Negativity is not the opposite, it is really positive..!

Avantages

Shelf is a very user friendly product , easy to set up, easy to maintain and delivers real impact

Inconvénients

there aren't any areas of shelf that I do not like

Avantages

I love how easy it is to create and edit articles. The platform looks great, and it was a seamless transition from our previous knowledge base system. Our agents like this one much more, and we all find the search results to be much more efficient.

Inconvénients

All the features that I would recommend are currently in development. These missing features did/do not disrupt anything on the user side. On the administrator side we came up with a solution that works fine for the connections not appearing in the SSP.

Avantages

I've worked with Shelf for 3 years now, and they are constantly upgrading the software capabilities to increase ease of use, and enhance our ability to use the platform in many innovative ways to both share and find information quickly internally, as well as house best practice materials that we can share directly with customers.

Inconvénients

The one function I could use most would be a "batch tagging" capability, which they have been working on.

Avantages

The ease of loading/updating a document and making it accessible to our agents. Enables agents to reference policies and processes quickly to provide optimal customer service and resolution to customer concerns. Searching for a document is easy. Providing invites to new agents/users is very simple to do. Creating folders to organize information is simple.

Inconvénients

The issue i have is Shelf may have issues recognizing certain formats such as some PDFs, Excel. Basically, it may not recognize a document that can be updated (i.e. an excel sheet). Doesn't seem to like docs that aren't static.

Avantages

One of the features of this product is its online! I love the option of having it web based, and not downloaded onto your PC, giving access where ever I go.

The Ease of use is fantastic! It doesn't take much to learn, and has the ability for anyone to be able to pick up and use. If you are familiar with social media (Twitter for example) you will feel right at home with the hashtag feature.

Inconvénients

The only issue ive had with the software would be, my agents didn't care to much for the intergration with NiCE Incontact. We tried this and the window would be to small or to big, causing the agents frustration when answering calls. It would always pop up, and the agents would of liked the ability to be able to click it when they need it, instead of the popping up with every call.

Alternatives envisagées 

Pourquoi passer à Shelf

Avantages

Features- left-side panel that allows you to see all the libraries/folders across your organization at once; highly intelligent, Google-like search functionality for all types of searches; ability to combine search with a variety of filters; ability to preview a document easily without having to download; simplified permissions structure - allowing you to set permissions for users in groups as well as individually; integration with SSO

Inconvénients

A few key features they are working on to meet similar functionality of Box/Dropbox/Google Drive:
- Ability to download multiple files/folders at once
- Ability for preview feature to work for all common file types

Avantages

I really like how easy it is to create and manage content in Shelf. It is also easy to invite new users, create usergroups and change userroles. Maintenence function with directly feedback from user is so good and help us to structure and document all kind of changes we do. I think the sync between Feedback and CPW could be better, because you need to be an collaborater to solve the connection between feedback/publish function. Maybe it also is because I do not know how i should use it correct, though..

Inconvénients

I miss the possibility to create a even more personal business layout at the front page. I want to explain for all the users how Shelf is build for our company, how you should use it and it when they should use it. I also miss an function where you can assign GEMs directly to owner of the document. For example there should be an function when you create a GEM to select an user who is responisble for keeping that document up to date or that other people in the organization could know easier who is responsible for this manual/routine.. Now they only can see who's created or last changed the document.. That is not good enough for us so we have started to use the category-function for assignee different document to different "users/teams/departments"

Avantages

- Partnership with the Shelf team, especially Rick Alimov, to implement the tool into our environment was super helpful, easy to work with, very educational, quick to respond, and always on top of things.- Development, implementation, and integration were quick and easy.- Documentation provided was clear and concise.- Easy to use and navigate and administer. - Tool functionality abilities (Answer Assist, chatbot integration, language containment within one gem, search functionality within documents, etc.).

Inconvénients

- Lacks robust and in-depth reporting in GUI without the requirement of pulling APIs. Beta for additional reporting is available but when available to GA it will be a paid product. Believe all reporting capabilities should be a part of the tool and not a paid add-on.

Avantages

This software is incredibly user friendly and I have really appreciated the ability to create separate libraries for all of the different stakeholders in my organization. It makes the navigation of the resource super intuitive for my staff and allows everyone to put their hands on what they need exactly when they need it. The ability to store and share a multitude of different file types as resources has also been invaluable.

Inconvénients

There is not much I don't like about the software but one update that I am eagerly anticipating is the ability to upload and have a master copy of a resource in my organization library and have it replicated in other libraries. This will cut down on the amount of uploads and also allow us to have stronger version control on resources that we use across the organization and across our different regions.

Avantages

Libraries, folders, permissions, taxonomy all work really well and allow us to create a strong one source of truth for our staff. We also love the addition of Wiki Templates this year that allow us to create new content quickly and efficiently

Inconvénients

The review process is something that we struggle with managing. Shelf has a review process inside their analytics however, one small change on a piece of content removes it from the outdated content report. Since this is the case we have exported a list of all content and created a review policy that is manually assigned by quarter. Since you have to add all reviews into a workflow one at a time with 150-200 pieces of content to review per quarter this can be a very time consuming process.

Avantages

Having a "Google like" (search by tags) generated system of classifying and organizing online/offline content onto one cloud platform is transformational.
By allowing the end user (in our case, customers) to search via tags, then find>view>download any and all content relating to our relationship with them, the overall 'findability' and value of our resources increases expotentially. The value increases because it's not just sitting in some obscure Dropbox, it's growing and being harvested in "our walled garden" by our customers.
For genre specific content, we can upload new content, tag with appropriate genre related tags and automatically 'push out' the material. Soon as the tags are applied, then all members of that genre have access to the material AND are automatically notified. Versus the old method of copy>paste individual files into each customer's Dropbox folder.
The thumbnail display, which is truly amazing, provides a visual reference to the items searched for and shortens the final mile of the search to the speed of light.
Tagging is an art and Shelf customer onboarding walks you through the learning curve (changing from the file folder based system).

Inconvénients

Still working on versioning, but the workaround works for us.

Avantages

Love: The different kinds of gems, especially decision trees; it's so easy to format it exactly the way you want; the templates and accordions are very helpful; the Insights feature; the Announcements featureLike: The Libraries; User Groups/Org Units; it's very easy to customize who gets access to view which features (for instance one team might get to view Announcements data but not Insights data)

Inconvénients

There are sometimes bugs with formatting that make it difficult to work. (Full disclosure: They are always very timely and helpful in resolving the bugs.) I don't agree with this, but many of the agents who use Shelf struggle with the search algorithm; when they use a search term to find something specific, the result they want is sometimes the 3rd or 4th result, not the 1st.

Avantages

The support and availability that Shelf offers is amazing. This is for everything, including help with the configuration, training, support and future enhancements.

The ease of use and search fonction really helped our Contact Center grow which was a big issue for us with our previous software.

Inconvénients

Decision Tree is still new and had some bug issues but Shelf has been working very hard on improving this small portion.

Avantages

Like my title says. It's easy! My reasons: Easy to use; easy to maintain; easy to get support; easy to collaborate; easy to find your information; easy to add remove access; easy to create either a basic post or a complex decision tree; easy to see usage statistic. Easy to collectively work together to have a solid knowledge base. I have not discovered anything in shelf yet that is frustrating. I know shelf is working and it's currently the best tool that we've used so far as a knowledge base because of one aspect, our agent are using it and frustration with knowledge base products is non existent.

Inconvénients

I have not explored every feature shelf can offer because of our organization needs, but so far I love everything about shelf.

Avantages

I love the collaboration aspect of Shelf and the ratings. This is how we're using Shelf to keep our content current and it's extremely helpful to view the comments/ratings to see how or if the content is being used. I'm also very happy that Shelf is adding a feature where multiple items can be in different folders as much of our content can be cross-referenced.

Inconvénients

I would love to have more control over the tags list as that needs to be constantly curated and I hate bugging the client rep to do it.

Avantages

For a person who is fairly new to content maintenance platforms, Shelf is very easy to use. Even as an Administrator user, I enjoy the capabilities of being able to track the number of interactions other users have with certain content. The Shelf team also does a great job of constantly making new enhancements to the software so the user experience is always improving.

Inconvénients

Since many features are interconnected, sometimes electing to only enable certain features can be difficult. Because all Shelf features are not applicable to us, we try to only use what makes sense to use, but when certain features have to be enabled in order to get others to work, this forces us to go through additional steps we may have wanted to avoid.

Avantages

- Integrated into digital call centres.
- Easy to use search with powerful search results
- Decision trees to manage complex processes

Inconvénients

Unavailability of a html editor to edit content.

Avantages

- Shelf is great for project research and managing advertising versions and sales collateral for our marketing team
- Easy to organize various iterations and revisions with custom and company tags, badges, groups, organization library, folders, etc
- A powerful search tool that keeps what the team needs within reach. We can search inside documents & images and filter by version, date, users, content type and even different locations
- Shelf has been an Evernote replacement for our team. It's a much easier and intuitive way for marketing and product teams to collaborate on content research.

Inconvénients

Cons; would like to see an integration for Slack. Our team uses Slack and it would be helpful to be able to pull in our attachments and links into Shelf so we have a more comprehensive experience.

Avantages

I love the application, but I really love the partnership I have with my Shelf Team. They have been a great resource for us building this tool.

Inconvénients

Honestly I have not found anything I don't like. It's easy to manage and build.

Avantages

We like the ease of sharing files and different resources across our membership. The ease of adding both internal content via OneDrive and external content with their Web Clipper is not found on any other product. Having the ability to customize user groups with specific roles in their group is a great feature. Allows us to promote people to roles in a group but not on the overall platform. The ability to make certain things public and certain things private allows for easy sharing and linking from website and social media. The search feature is the most impressive feature, allowing users to search from a wide variety of content across the entire platform. Don't forget about the ability for authors to get emails alerting for new comments to easily respond and address certain questions.

Inconvénients

The lack of a built in CRM tool and/or linking via api keeps the product from certain users but is the best CMS on the market.

Avantages

The top 3 features of Shelf for CMDW, Inc include Sync, Search and Sharing. Shelf syncs with Google Drive and Dropbox to help users better organize and access files. Once files are synced, users can search for files via keyword(s) - even if you don't remember the title or when it was created. It's quick and easy to drag and drop files or folders to an updated private or shared folder from there (or simply leave in the current folders, as Shelf retains the original filing properties/locations during sync). Shelf is already setup with four permission levels - along with a "groups" feature to making sharing at specific access levels a breeze.

I should also point out that Shelf works well with all types of files and media, including documents, audio, video and more - which is especially important for the creatives on our team!

There are plenty of organization and collaboration tools out there - I've tried several, but Shelf has hit the UX (user experience) nail on the head. It's visually appealing and less intimidating for my clients and team members who are less tech savvy. The onboarding process for me was actually pretty fun. The demo was informative and tailored to my unique organizational needs. Customer rep really listened to my challenges and showed me how Shelf can solve many of our current problems. I'm really excited to finally have a functional solution for file management. No more lost hours searching and starting over from scratch!

Avantages

Personally, i love using Confluence but it was difficult to get our company onboard. We needed a product that was more flexible and easier to organize for our company's internal knowledgebase. After a pretty extensive vetting process we selected Shelf because it allowed our team to continue using Dropbox, Drive and Slack while giving us the ability to manage our most critical docs in a centralized place. The features that make shelf unique are it's dropbox and Drive syncing, advanced search and filtered search capabilities, the ability to add additional meta data like tags and badges and the web clipper which enables our team to also use Shelf to capture youtube videos and web articles for training purposes.

Inconvénients

No product that tries to address knowledge management issues is going to be perfect.. Even knowledge managers at our firm have trouble keeping track of information across teams and departments so no solution is going to be a one size fits all. I prefer a wiki method of building knowledge bases and Shelf doesn't yet offer this feature but overall we're very happy with Shelf.

Avantages

Shelf is really easy to set up and get going very quickly and is incredibly intuitive to use. Its a great tool not only for managing knowledge inputs in a wide variety of formats but also for group and task based working. The web clipper is great for capturing information on the go and actually a lot of fun to use. The file permissions system is super efficient for setting up and breaking down work/interest groups. It ensures everyone gets what they need to know and gets a chance to appropriately share and contribute. Its strongly supportive of the informational needs of the multi layered management structure of the organization as well as for disseminating information and updates to its general membership and stakeholders.

Inconvénients

Although its already integrated with the three most important cloud storage sites and we hear more are on the way, we've already become firm Shelf fans and will continue to use so we'd like to see some fast-tracking so more become available sooner than later. We also hear email integration is on the way. Right now and until it comes, it would be useful for user email lists to be generated internally.

Avantages

Easy organization.
Being able to link websites / videos / pdfs / documentation easily with a plugin.
Ability to tag / find documents easily with search feature
Preview ability with website.
Feedback ability for each addition.
Overall look and clean design

Inconvénients

No easy way for version control - minus uploading multiple documents and renaming each update

Avantages

Shelf makes it easy for us to capture content using the web clipper and then forget about it until we need it again. The search features make it easy to locate stuff without knowing the name or the exact folder location. They have tags, a tag library and customized badges.

Inconvénients

I wish the web clipper enabled us to capture slideshare presentations and podcasts. I wrote to their customer service team and they said that it was in the works.

Avantages

I use Shelf mainly to bundle internal knowledge and make it available to other departments and external providers. I especially appreciate the versatile and yet simple use of Shelf.

Inconvénients

For me there is no contra in the use of Shelf. Before we used another knowledge management tool which I was not convinced of in many points. Shelf on the other hand has everything I expect.

Avantages

Shelf lets me put everything in one place and synchronize with other apps like Dropbox. It has a slick interface and was easy to learn. It's nice that I have both private areas and areas that I can share with an organization. I like how the tags work.

Inconvénients

I haven't really found any big downsides with Shelf. My main online storage areas are Dropbox and Google Drive and those are covered. It does take a little playing with Shelf to understand how to maximize its benefits, but there is good customer support available. My questions were answered quickly.

Avantages

Shelf offers the unique ability to combine a great variety of digital content from a diversity of places into one central, organized, and searchable location. This, coupled with an in-depth training and onboarding process, as well as thoughtful constraints within the platform, assist the user not only with building but also maintaining an orderly and useful digital library.

Inconvénients

Shelf satisfies all of my major needs, but I do hope for future improvements in the areas of a) more advanced search features, b) finer-grained permissions options, c) more advanced tagging features, and d) custom fields and filters.

Avantages

Content is easy to find and searchable for all users based on tagging system, which is easy to use; content can be shared across all of our teams; reduces duplication; affordable; syncs with Google drive and drop box; very easy to drag and drop files and folders

Inconvénients

There is no built in CRM tool, and this would be really useful t have accessible. Would also be great if this would integrate with Outlook. Takes some time to put the content you want on the platform but well worth it once it is set up and ready to use.

Avantages

High level organizational capabilities, easy to use & attractive interface, the Web Clipper. The organizational capabilities are great (especially if you implement your company’s existing file structure), but the search feature is so fine-tuned that you don’t need to be overly organized to find what you need.

Inconvénients

There's no built in messaging or chat feature but they told me that a Slack integration was coming in the future.

Avantages

Shelf is intuitive, easy to use, and extremely powerful. I appreciate the ease with which I can manage content; both creating new items, and managing current content.

Inconvénients

So far I haven't found a lot to dislike about Shelf. Members of my team were hoping for Boolean search capabilities, but I find that searching with just basic terms brings back all the results I could possibly need. All thanks to the extreme indexing power of Shelf.

Avantages

Just like its integrations with other productivity tools such as GSuite, Gmail, Dropbox, Evernote, and others, Shelf integrates with your workflow seamlessly. Being organized with regard to digital content creates new opportunities for work, collaboration, and productivity, while also reducing stress and frustration that wasn't as visible before using Shelf.

Avantages

From adoption the platform was noticeably very clean and unique in terms of design and I felt like I had a direction immediately. Many other tech apps are stressful to adopt and you are never quite sure you are utilizing the most important features. Not only was it easy for me to figure out, but getting my relatively small team on my Shelf was just as easy. We created our own folder structure to suit our needs and organization preferences and everything has been smooth and I can find everything I upload very easily, especially when I know who uploaded it.

Inconvénients

I wish we can collaborate on documents inside of Shelf, but there really is not much a problem because they integrate with Google Drive directly so we can just upload it after.

Avantages

We use Shelf as our knowledge base and onboarding tool for IT employees. We like how easy it is to organize different media (text, links to online articles, uploaded files, audio files, image files, video files, etc) into groups and folders. It integrates well into our existing systems and serves as our main focal point for organization.

Avantages

As an Admin for Shelf, there are always improvements in the pipeline and we are made aware of improvements that are live or will be live soon. Feedback is definitely always welcome with Shelf.

Inconvénients

From an admin perspective, I would love to see the ability to make custom reports in shelf.

Avantages

It is very comfortable in usage. There a lot of functions and features.

Inconvénients

I can't say anything about negative sides of Shelf, because I have not seen it yet.

Avantages

With Shelf I'm solving everyday issues that occurs with our partners and clients. Shelf helps a lot to secure crucical informations at the moment. Its helpful and easy to use for all agents.

Inconvénients

So far i did not noticed any missing featuers on this program.

Avantages

Given the expanse of the internet, Shelf is a necessary tool for keeping track of research. Shelf saves us hours by keeping us from backtracking, shuffling links and losing "that one great thing I read somewhere."

Apart from storage and organization, Shelf's advanced OCR features help us process giant documents so we can find the perfect section without reading endless pages. As we build our library of material, Shelf is replacing Google as my first place to look for data.

Avantages

I liked the tree option, plus implementation onto the other platform is very useful! For now there is no complains, nor from me or others users. Its a very good platform especially when you wanna help others to teach them some procedures better

Inconvénients

As I said no complaints so far, I am not using it for long, but in this time its very much useful!

Avantages

It is easy to use;
There is a possibility with CRM integration;
Wide range of functions related to knowledge base management.

Inconvénients

Sometimes it takes some time to create decision trees, but I believe it is a force of habit.

Alternatives envisagées 

Pourquoi choisir Shelf 

Logiciel antérieur 

Pourquoi passer à Shelf

Avantages

We're an international organization, and needed a platform that would be affordable and accessible globally. The staff at Shelf.io are incredibly customer-oriented and constantly seeking feedback to add new features and upgrade the system. The library is intuitive to use from both an administrator's and user's perspective. The search function is robust, making it easy to find relevant resources. And, the ability to have specific user-groups for certain documents is a huge benefit for us. Without question, an amazing resource for the price.

Inconvénients

I do wish we could customize the look (e.g., co-brand with logos, colors, etc.) - but really, if my only major complaint has to with aesthetics, the product certainly is working for us.

Avantages

The easy-to-use organizational structure and web clipper are both superb for curating, organizing and tagging information items into digital libraries. OCR enabled search within all digital media including web content, documents, images, videos, presentations, media types and tags provides our users with fast and actionable views of even vast volumes of content.

Inconvénients

I wish they had created Shelf sooner. There are very few collaborative taxonomy programs available and even fewer with the features and functionalities of Shelf.

Avantages

- Web Clipper is a wonderful tool - very easy to use and share information
- Muti-matrix of hierarchy and organization provide easier search among thousands of information (gems)

Inconvénients

- Not being able to use on mobile devices (the web clipper)
- Still not able to put "&" sings in tags (M&A, E&M, Food & Beverage, etc) although
- Foreign texts (Korean) are broke in Word files, while they look perfectly fine on PDF files.

Avantages

Shelf is so easy to navigate even for those who struggle to use computers. I love that you can design your home page with your 'favorites'. I love the search feature, and that related documents populate with each document. Super organized, beautiful layout.

Inconvénients

I have yet to come across something that I would change about Shelf.

Avantages

I enjoy how easy it is for me (admin/content creator) to be able to set up a module in Shelf, and make it accessible for my team to easily search. Their productivity and efficiency has increased since using Shelf.

Inconvénients

No complaints, everything is very easy.

Avantages

It si easy to use, I have everything I need, all the informations. Every procedure is detaly written and explained

Inconvénients

I didn't find anything that this program don't have.