Imagine a support package for oacs. Basically the idea is that at any place the user can press a toggle and contact customer care if available.
Now depending on the configuration you are either directly connected with customer care via chat or provided a form where you can enter a request or search the info center.
Both - chat/form - are realized with ajax. Therefore you don't leave the screen where you are as a client. All relevant information including potential error logs are gathered and forwarded to the support center. This feature shall also include an auto screenshot plugin. With this feature the client is able to send an image automatically from within the browser which will allow the support center to see what the user sees. This data can be either stored in bug-tracker or to some other place.
In case of the search potential information from the help system is provided (faq, xowiki,...).
Any comments?
