Self-service is a critical part of the contact center strategy. Almost 70% of customers believe that every company should offer self-service options for their customers. This includes: IVR options, website knowledge-base options, and chat bot options. Most every customer has a mobile device, and most customers expect to be able to get answers to their questions through self-help options. A great deal of customers would rather not have to make a phone call. I am one of them.