Shelf.io: Product updates, Customer stories, and Insights | 2026 Cuspera

Shelf helped Designer Shoe Warehouse (DSW) cut average handle time by 7.8% in one year. The knowledge management platform made it easier for 500 support associates to find answers fast. DSW saved the... equivalent of 39 full-time agents, or $780,000 per year. Customer satisfaction scores improved for both voice and written channels. Trainers now use Shelf to keep content consistent and speed up new hire training.
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Shelf helped OPEX Corporation improve customer satisfaction by making knowledge easy to find for over 400 field technicians. OPEX doubled its Shelf licenses in 6 months and plans to add 500 more user...s. The platform supports multi-language content and turns complex manuals into guided workflows. OPEX managed the implementation without extra IT resources. 85% of tech support now uses Shelf all the time.
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Shelf helped a global coffee brand fix its customer service documentation. The company used Shelf to remove 23% of content ROT files and set up document quality checks. Shelf's copilot gave 93% answe...r accuracy on day one. 99% of agents now use copilot. First contact resolution reached 95%. Average handle time dropped by 22%. The company won a top contact center award after using Shelf.
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Shelf helped a home and security leader fix content governance in customer support. The company faced high employee turnover and missed key KPIs. Shelf set up quality assurance and improved customer ...service metrics. Refund rates went up by 265%. Team throughput improved by 64%. Agent turnover dropped by 16%. Eight KPIs, including time to resolution and first contact resolution, got better.
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Shelf helped a leading streaming service improve GenAI adoption by 154%. The company faced issues with document quality control and slow customer support. Shelf provided content quality assurance and... better governance. This led to a 42% improvement in new hire proficiency and reduced onboarding time. Agent sentiment improved by 36% and adherence to governance SLA reached 96%.
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Shelf helped a leading telecom company fix content chaos. The company had over 25,000 ungoverned documents. Shelf's platform removed 62% of redundant, outdated, and trivial content. The solution impr...oved search success and made content ready for AI. Shelf's team gave strong support and advice, making the process fast and smooth.
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