Have you tried only guiding them through keystrokes? Like Ctrl+L-y-o-u-r-d-o-m-a-i-n-Dot-c-o-m-Enter? Back in my tech support days, I found that it is surprisi

Have you tried only guiding them through keystrokes? Like Ctrl+L-y-o-u-r-d-o-m-a-i-n-Dot-c-o-m-Enter? Back in my tech support days, I found that it is surprising how often you get to the thing you need if you dictate things like Win+R "ncpa.cpl" this way instead of relying a non-techie user to find the next icon to look for. A part might also be that the other side switches into "this is arcane magic, I have no clue and have to make sure I follow the directions properly" mode...