Case Study: Glovo reduces handle times and scales knowledge management with Shelf

Glovo cuts handle times by over 90 seconds with Shelf

Glovo, a Barcelona-based on-demand delivery platform, faced significant challenges in scaling its knowledge management during a period of hyper-growth. Their existing system was a single, long decision tree that lacked multi-language support and integration with their CRM, leading to increased handle times and agent distrust. They turned to the vendor Shelf for a modern knowledge management solution to address these issues.

Shelf implemented its knowledge platform, which integrated with Glovo's CRM and featured tools like decision trees and Shelf Answer Assist. The results were a dramatic reduction in handle times by over 90 seconds within two weeks and a 45% increase in daily content usage after utilizing announcements. The solution was successfully rolled out to all agents in just 50 days, with over 90% of users preferring Shelf over previous systems.

Glovo