Often Clients have a minor issue that can't be resolved over the phone, because its difficult to describe etc. or requires several steps to resolve.
That's where remote support really shines for everyone. I typically access the client's computer via TeamViewer, Logmein.com, or similar secure program.
I can typically resolve the issue in under 10 minutes, frequently under 5 minutes and often at no charge. The Client is back to being productive! Minimal downtime, minimal frustration, minimal waiting, time saved by everyone.
We also use it for backups, file transfers and other issues, saving everyone time, travel and money.