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Today’s workers are used to easy and frictionless interaction with the technology they rely on. They expect to be able to use any device, no matter where they are, to do pretty much anything. And this is why so many traditional IT support tools fail to provide the experience users expect, as they force workers to log into company networks and resources, on specific laptops and devices, in order to request help for a technology problem. And when they get that support, it is most likely not mobile friendly, interactive or real-time.

Research has shown that many organizations are challenged when trying to support today’s mobile and remote workers using tools designed for an on-premise workforce. And we’ve found that leading businesses are embracing cloud-enabled remote support approaches that cause no friction for employees while giving IT the mobile, remote and real-time capabilities they need to provide better support and keep modern workers productive.