support can be a frustrating experience when a user with a problem can’t tell a support tech what he or she needs to know in order to solve it. Many companies have gotten around some of support’s inherent difficulties with remote support, where a help desk employee can connect with a user who is having trouble, chat with him or her about the problem, and take over his or her PC from a remote location. Bomgar, now in version 10.5 of its remote support software, has been supplying software for this kind of functionality since 2003, but it does so with a software appliance rather than a service.  Read More.