If you've ever done remote support professionally or out of familial obligation, then you've been on a call where solving problems are only secondary to the impossible task of visualizing what's actually on your user's screen. How many times have you described complex desktop tasks only to later realize that your user hasn't even turned their computer on yet? Support is important, but the frustration is real, and it's a shared experience for both the people in need of support and the people who graciously try to provide it.
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