Add a live chat option for customer support so you can reply directly to agents question so the ticket chain don't have to go on for days on end with out any real result.
Call me impatient but i want my issue resolved immediately even if i have to wait 30 min to start the actual chat i rather do that then have to wait hours for a response on a ticket were i have to respond with additional information to then have to wait hours again for the thing to be resolved.