Abstract: A method and apparatus for providing support for an Internet-based service. One embodiment of the method comprises gathering user information related to one or more of user identification, user hardware, user software, or browsing session information, and displaying agent contact information and a PIN, the PIN associated with the user information to enable an agent to access the user information to support a user's interaction with the agent. The apparatus comprises a user computer for executing an applet for gathering user information related to one or more of user identification, user hardware, user software, or browsing session information. A web server for coupling agent contact information and a PIN to the user computer, the PIN associated with the user information to enable an agent to access the user information to support a user's interaction with the agent. The user computer displays the agent contact information and the PIN.