Real-World Case Studies and Customer Success Stories with Shelf.io

Shelf helped a global rideshare and delivery giant fix over 100,000 content issues. The company struggled to manage over 1 million files and frequent updates, making GenAI content unscalable. Shelf c...reated a quality assurance layer to scan and fix content issues in real time. The company eliminated redundant, obsolete, and duplicate content. They are now on track to reduce live customer service interactions by 90%.
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DSW improved handle time by 7.8% in one year using Shelf, benefiting their 500 associates.

DSW improved handle time by 7.8% in one year using Shelf, benefiting their 500 associates.

Lowell Nordics cut Average Handling Time (AHT) by 25% and increased First Call Resolution (FCR) from 83% to 90%, improving customer satisfaction.

Shelf helped Lowell Nordics improve customer service. They used Shelf’s knowledge management system to fix poor information quality and reduce wait times. First Call Resolution rose from 83% to nearl...y 90%. Average Handle Time dropped by 25%. Net Promoter Score jumped 111%, from 26.1 to 55.2. Agents now handle calls faster and give better answers. Lowell Nordics saw these results within months of using Shelf.
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Lowell Nordics cut Average Handling Time (AHT) by 25% and increased First Call Resolution (FCR) from 83% to 90%, improving customer satisfaction.

Tempoe reduced contact center costs by 30% using Shelf KMS, significantly improving customer satisfaction.

Tempoe reduced contact center costs by 30% using Shelf KMS, significantly improving customer satisfaction.

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 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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Glovo reduced contact center handle time using Shelf's modern Knowledge Management System (KMS), boosting daily content usage significantly.

Glovo reduced contact center handle time using Shelf's modern Knowledge Management System (KMS), boosting daily content usage significantly.

HelloFresh reduced average handle time by 20% using Shelf, improving knowledge management and customer service.

Shelf helped HelloFresh cut average handle time by 20%. HelloFresh faced challenges with complex menus and a growing customer base, making support hard. Agents struggled with 12 different knowledge s...ources. Shelf gave them one easy-to-use platform. Agents now find answers faster and feel more confident. Customer satisfaction scores improved. Shelf’s decision trees guide agents step by step, making work easier for new hires.
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HelloFresh reduced average handle time by 20% using Shelf, improving knowledge management and customer service.

Shelf helped a leading U.S. insurance provider transform its contact center and unify knowledge management. The company faced disconnected systems and knowledge silos, risking compliance and efficien...cy. Shelf integrated with Salesforce and Genesys, providing content intelligence, governance, and GenAI readiness. The insurer eliminated 99% of content ROT and improved time to resolution by 19%. Shelf now supports over 15,000 users and powers multi-endpoint GenAI solutions.
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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 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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OPEX improved customer satisfaction and support efficiency for 400 technicians using Shelf's knowledge management solution.

OPEX improved customer satisfaction and support efficiency for 400 technicians using Shelf's knowledge management solution.

Shelf helped a Fortune 50 healthcare leader fix content quality issues. The company had over 60% of documents with content ROT, causing SLA breaches and low first contact resolution. Shelf identified... and removed outdated and inaccurate content, improved metadata, and delivered better answers through agent assist. The company eliminated content ROT in over 60% of documents, improved content utilization by 225%, and achieved over 95% first contact resolution. They are no longer in breach of contract with their key customer.
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Knowledge Automation Helps Stranded Drivers Get Back on The Road