Kustomer is a customer service CRM platform for managing high support volume effortlessly.

Install the Shelf App to bring your entire knowledge base and Agent Assist into the Kustomer Timeline. The Shelf App acts as your guide on the side—automatically surfacing the right answer based on what the customer says, reducing handle times significantly. If an agent needs to dig deeper, the App enables pinpoint accurate search across your library of content.

With Shelf and Kustomer, you will deflect more tickets while resolving interactions faster than ever before. Shelf and MerlinAI power your omnichannel CRM with the entirety of your company’s knowledge, delivering answers everywhere your customers connect with you:

  • Put knowledge at your team’s fingertips with AI-assisted answers based on customer messages

  • Search inside all content types—including documents, wiki articles, images, video, and audio

  • Intuitive interface and functionality takes the friction out of onboarding and new user adoption

  • Track content usage and user performance of your knowledge with advanced analytics

Here are the steps you need to take in order to install Shelf in your Kustomer app:

1. Make sure that your Shelf is populated with relevant information (articles, decision trees, FAQs, etc.)

2. Configure Agent Assist:

3. Add Shelf app to your Kustomer instance through the app store:

Now you can enjoy the benefits of having answers automatically suggested to the agents based on what customers are asking:

Would you like to learn more? Contact us at info@shelf.io

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