An improved support system

[activeds]

I am surprised that there is apparently no recent log of support events for a client available to your staff when in a live support chat. The expectation that the client will provide this information (ids, steps taken to resolve a problem emails sent by HG about the problem etc) is not the right approach.
The consequence of the present system is time wastage by both parties seeking resolutions/info previously tried, provided or considered and a lack of continuity toward resolving the problem.
I have 3 emails and 2 chats over the past 24 hrs and yet staff had no apparent access to what steps had been previously been taken or what info had been previously communicated.This potentially loads one or more problems on top of the original issue and only serves to complicate and slow down the process. As its stands I have waited a further 6 hrs or more for technical support to contact me and restore the functionality of my website/ db. In the meantime my customers will no doubt be heading to competitors.
Hopefully I will not again need to communicate information from the beginning of the process back to the people who should already have it.
I hope you will adopt this idea to streamline processes and save time, money, and angst for all.