A computer-implemented method for providing support services to users, the method comprising: receiving, at a server representing a service center, a command and associated metadata about the support or service context from a remote device over a network, wherein the service center provides support services to a plurality of users on a plurality of products on behalf of a plurality of clients; determining a user identifier ID from the command that identifies a user of the remote device; retrieving a route sequence map from a user database associated with the user based on the user ID, wherein the route sequence map comprises a data structure having a plurality of nodes arranged in a hierarchical structure, each node corresponding to a context element, wherein each context element includes one or more property values specifying an action to be performed by the service center or a link to one or more child context elements; identifying, based on the command, a context element of a route sequence map associated with a user of the remote device, the identified context element being one of a plurality of context elements of the route sequence map, wherein the route sequence map was configured specifically for the user and the route sequence map is identified based on the user ID; determining whether the identified context element is an action context element or a navigation context element based on one or more property values associated with the identified context element; if the identified context element is an action context element, performing an action specified by the identified context without requiring the command to specify a communication method; if the identified context element is a navigation context element, determining one or more child context elements from the route sequence map based on the identified context element, and transmitting information representing the one or more child context elements to the remote device over the network to enable the remote device to display one or more graphical representations corresponding to the one or more child context elements for further selection. receiving, at a server representing a service center, a command and associated metadata about the support or service context from a remote device over a network, wherein the service center provides support services to a plurality of users on a plurality of products on behalf of a plurality of clients; determining a user identifier ID from the command that identifies a user of the remote device; retrieving a route sequence map from a user database associated with the user based on the user ID, wherein the route sequence map comprises a data structure having a plurality of nodes arranged in a hierarchical structure, each node corresponding to a context element, wherein each context element includes one or more property values specifying an action to be performed by the service center or a link to one or more child context elements; identifying, based on the command, a context element of a route sequence map associated with a user of the remote device, the identified context element being one of a plurality of context elements of the route sequence map, wherein the route sequence map was configured specifically for the user and the route sequence map is identified based on the user ID; determining whether the identified context element is an action context element or a navigation context element based on one or more property values associated with the identified context element; if the identified context element is an action context element, performing an action specified by the identified context without requiring the command to specify a communication method; if the identified context element is a navigation context element, determining one or more child context elements from the route sequence map based on the identified context element, and transmitting information representing the one or more child context elements to the remote device over the network to enable the remote device to display one or more graphical representations corresponding to the one or more child context elements for further selection.