There are also a number of other threads discussing Russian visas in this forum. Various different visa service agencies are recommended in those threads.

And, I observed, when I went in person to submit my visa application to the Russian consulate in San Francisco, that the young man working there was quite friendly and helpful. Other applicants were asking him a boatload of questions about the application process, and he responded politely and didn't try to shoo them away. However, other consulates and/or workers may or may not be as helpful. (Also, this was kind of in the "off season" and perhaps when the consulate is busier, they don't have as much time to spare to personally answer all your questions.)