Today, customers receive technical support by phone, e-mail, chat and pre-installed remote support clients - often resulting in a cumbersome, time consuming and frustrating experience. With customer satisfaction a key business driver for IT departments, employing user-friendly tools is critical to enhancing customer service, improving resolution times and minimizing costs. SonicWall - Virtual Assist is a clientless remote support tool that enables a technician to assume control of a customer's PC or laptop for the purpose of providing remote technical assistance. With the customer's permission, the technician can gain instant access to the computer using a Web browser, making it easy to diagnose and fix a problem remotely without the need for a pre-installed "fat" client.