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RE: Five remote support mistakes that make end-users hate IT
I agree one hundred percent regarding usage of remmote support software. For us in India, it is a relatively new technology for people at home. The other day, I faced a similar problem trying to walk my cousin over phone for over half an hour before I got him to use Zoho Assist (http://assist.zoho.com) after which I solved his sound problem in 5 mins.