1. 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; accessing a user account of a user database based on the user ID to retrieve a route sequence map that is associated with the user of the remote device, wherein the user database stores a plurality of route sequence maps corresponding to a plurality of users registered with the server, respectively, and wherein at least two of the route sequence maps are different corresponding to two of the plurality of users; identifying, based on the command, a context element of the retrieved route sequence map associated with the user of the remote device, the identified context element being one of a plurality of context elements of the route sequence map in a hierarchical structure, each context element having one or more property values specifying at least one of an action to be performed by the service center and a link to one or more child context elements; 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; performing an action specified by the identified context if the identified context element is an action context element; determining one or more child context elements from the route sequence map based on the identified context element, if the identified context element is a navigation 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.