Ever wonder exactly what the person is seeing on the other side of the phone? Well, without remote tools or a virtual machine with the same configuration as the client, it's very difficult. But not with the right tools!
I used this site back in 2005 as a technical support tool. When I left the company I was at, I could not remember the name of the site for the life of me! I recently found it again and it's better than ever!
http://www.oyah.net/simulationsubmenu/simulations