My Company utilizes LogMeIn Rescue as its primary remote support application. It is used by our front-line software support staff--as well as our developers, testers, trainers, and other roles. The application enables us to provide the best possible level of service to our clients by quickly and easily allowing our technicians to connect to the remote user. Once connected, the support person can see exactly what the remote user is seeing in real-time. Then, the technician can share or transfer the session with/to an escalation point if further assistance or analysis is needed. This high level of collaboration and interactivity helps us address the end user's question or issue as quickly as possible. This makes the user very happy because their request was addressed with minimal downtime or interruption.