Yesterday, I finally had a reason to try out Fog Creek's Copilot remote control service and I was pleased with the result.
I've been working from home the last few days and I needed to help out a user with their vexing computer problem. I tried walking the user though their issue, from memory mind you, without much success. I find it really hard trying to describe every single element on a GUI form and dialog box, so the user can follow along. [For those of you with telephone tech support experience, you know this pain]
Like other desktop remote control products, Copilot provides remotely control of the user's computer and allows you to *See* their problem. The service provides a pretty easy install method and $5.00 seemed like a good price point to pain threshold. Once under remote control, I had their issue resolved in under five minutes, including spending some time on user training.