Customer support could be saving themselves a lot of work, if they would only use the systems they already have, to better communicate when issues affecting large numbers arise.
Take the recent launcher bug, or the in game bank bug as examples. Using the forum, and alert banners, as well as the launchers news function, and even the launchers popup alerts, to properly highlight that
1) They know about the issue.
2) They care enough to give proper information.
3) In cases where one exists, what possible solutions there are, and links to the solutions.
This would avoid a huge number of the support tickets that were sent regarding these issues. Freeing support staff time up for more specific customer support.
Most importantly, it would make customers feel that support was improving, something that it most certainly has to do.