It would be great if every patient said, "Yeah, I was hanging out with these deer in Connecticut two weeks ago and then I got these fevers and joint pain and now I have this rash. which keeps getting bigger." "What's that?" "Yes, there was this tick." It would be nice if all patients had a history like that. But they don't. They give symptoms, which triggers questions, which gives us more to go on, etc.
Support being able to remote in is the best thing that happened with support, but the client is still the customer, and it is their choice. Every support person has customers who knows right where the .xml file is and some who don't know the difference between logging off and shutting down. I will gladly let Microsoft or Dell or Sandeep take over the mouse but not other companies. And it's not our fault that Windows has one error message for five problems.
While being able to remote on is great for the tech, having the ability to do Chat Support is the greatest thing ever for the client. We then don't have to listen to support techs. If it weren't for us "doctors" support techs wouldn't have a job.
