Customer Service

When I need help that I know will involve talking to an actual person, I should be able to do the following:

1. Go to support webpage
2. With forms (dropdown), I narrow my problem down (to dept., etc)
3. I Enter my phone number
4. Have the company get a technical service representative ready, and then call me
5. I pick up the phone, and instantly start talking to someone in person who already knows my account information, basic problem, etc.

Amazon has customer support where you -optionally signed in to your account- put your email in and select your problem, but they call you instantly and you still have to wait on hold. At least they already have your account information (which was verified by me), and know where to send the call. 

Steps are being made in the right direction, but I still believe customer support is something where a lot of improvements are being made, but the forces at be - money, current systems, laziness - are keeping it terrible. This ultimately means a worse experience for the consumer.