Company: Shelf, Stamford, CTA
Company Description: Shelf is redefining the future of support work with knowledge automation, enabling front-line staff and customers to connect with answers they need fast. Our highly-awarded, AI-driven platform revolutionizes how organizations curate and distribute company knowledge.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: IVR or Web Service Solution – New Version
 Nomination Title: Shelf Knowledge Management Platform
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated product or service, OR written answers to the questions? (Choose one):
Written answers to the questions
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 44 words used.
Shelf's inclusion in the latest Enterprise Knowledge Management Report by DMG Consulting: https://shelf.io/resource/knowledge-management-for-the-enterprise/
Shelf's highest-rating positioning in Capterra: https://www.capterra.com/knowledge-management-software/compare/136446-145390-162694-146524/Confluence-vs-Guru-vs-Lighthouse-Desktop-vs-Shelf
Shelf 2022 Award Win: https://shelf.io/blog/shelf-wins-2022-gold-stevie-award-for-sales-customer-service/
Shelf G2 Reviews: https://www.g2.com/products/shelf-shelf/reviews
Customer Testimonials from HelloFresh, Glovo (attached)
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 292 words used.
A revolutionary step forward in knowledge management, Shelf is the first knowledge automation platform built for enterprises in today's evolving world. Instead of storing or managing knowledge like traditional or legacy knowledge solutions have for years, Shelf helps leading brands automate knowledge work and can surface knowledge on-demand to anyone who needs an answer.
Thanks to deep enterprise integrations with contact center platforms, ticketing platforms, CRMs, IVRs, and third party customer self-service applications, Shelf's AI recommends great answers to support agents, employees, and customer end-users regardless of channel. When answers don't find you, Shelf's pinpoint search is light years ahead of any other solution. Pinpoint search in Shelf mimics the search engine experience users are familiar with, and even scanning long-form documents for answers.
In situations where documents or wikis aren't ideal for presenting information, Shelf offers a range of other content types like decision trees. No matter how complex the interaction, agents can deliver important information in bite-sized pieces at each decision point.
On the backend, the platform automates knowledge work for busy knowledge managers, uncovers gaps in existing knowledge, and offers valuable insight into a company's overall content health. Shelf was built to serve as the knowledge management platform of the future, and makes use of all connected data sources in order to deliver the best answer possible. By connecting to the world's leading customer support applications, Shelf learns from each customer interaction to improve knowledge—from live chat to voice data. With a built-in content publication workflow, Shelf allows managers to develop a knowledge infrastructure and trusted source of truth ready for the future—no more unmanageable knowledge silos.
We understand the best customer experiences require great knowledge that's easy to access. Deliver great answers, anywhere, any time, every time—with Shelf.
- If you are nominating a brand-new product or service, state the date on which it was released. If you are nominating a new version of an existing product or service, state the date on which the update was released:
Most recent update: November 4, 2022: Minimized decision tree view.
- Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 31 words used.
Shelf is a G2 leader in knowledge management, highly awarded for usability, and highly rated and reviewed by customers in enterprise knowledge management as reported by DMG Consulting, LLC for 2022-2023.
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