[2] It is also possible to provide what is commonly called Unattended Support (the technician is granted total remote access to the client’s computer, even when he is not physically close to it).
The need for an absolute trust in these services and providers is considered to be the biggest obstacle for this technology to achieve mass-marketing status – even when many studies indicate that for every 5 technical occurrences, 4 of them could be remotely solved.
Remote Support technology tries to reduce help-desk centres cost-issues – all transport-related expenses are immediately trimmed down, for instance.
Modern day technology enables that any technician using Remote Support is able to assist a customer just like it was physically side-by-side.
Technologies and tools like live chat, VoIP[3] and desktop sharing enable a direct intervention in the remote system.