You can offer more valuable advice for solving issues if you can see the problem. With Zoho Lens, experts can view the camera stream of the smartphone or a smart glass at the remote location and lay out work instructions right from their desk.
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Adding extra information to the incoming stream will enhance communication between an expert and an end user. AR annotations in Zoho Lens allow users to place arrows to mark specific locations on the screen. Experts and technicians at the remote end can also draw on the screen using a pencil tool, and rectangular and elliptical drawing tools, as well as erase and start over using the clear screen option.
When there are multiple technicians in a remote assistance session, they can clutter the live stream with differently colored annotations and end up confusing the customer. Technicians can use the Virtual Pointer to streamline their guidance by placing a pointer that automatically fades away after a few seconds
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Technicians need to get their measurements right whenever they’re assembling components or fixing an appliance for a customer. With Zoho Lens’s AR measuring tool, technicians can measure any object or distance remotely when the customer doesn’t have any physical measuring tools
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Instruction manuals can be extensive and most of them may not even be relevant to the task at hand. Optical character recognition (OCR) allows technicians to provide quick instructions by scanning only the text they need and sending it to the customer via chat during a session.Technicians can also scan product information on labels and copy them to session notes for future reference and analysis.
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While working with components during remote maintenance or repair, a technician will definitely come across labels or tags with a barcode or QR code. Zoho Lens allows technicians to scan any QR code or barcode and get relevant information without switching apps during session.
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You can rely on an interactive visual assistance session through VoIP and text chat. Our built-in chat eliminates the need for external messaging applications during the resolution process.
Supporting documents are always handy while working on a complex troubleshooting process. With Advanced chat, technicians can seamlessly incorporate blueprints, instruction manuals, or other technical documents to their support conversation by sending them as attachments in the session chat.
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For certain procedures, technicians need to show a live demonstration that effectively conveys the solution to the customer. In such scenarios, technicians can share their camera stream during a session and stop it when they’re done. Customers can also resume their camera stream to show the result to the technician.
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Sometimes you need to observe an issue closely to provide an insightful solution. In Lens, experts can explore, analyze, and discuss technical details of a particular scenario in greater depth by freezing the incoming camera stream while viewing a still image.
Some issues require you to involve people with specialized skillsets. Zoho Lens allows you to collaborate with multiple people in real time on a problem. Call upon colleagues during a remote assistance session by sending email or SMS invites. All invited participants will be able to use AR tools to arrive at a solution at a faster pace.
Capture snapshots of the camera stream to document specific events during the session, or to analyze an issue further. The snapshots will automatically be saved in the cloud, and can be downloaded at any time during a session.
When your organization conducts multiple sessions a day, it can be challenging to keep track of the events in each session. Session notes allow you to store crucial information during a session. You can edit the session notes of previously conducted sessions, which is helpful for documentation and auditing purposes.
A remote session involves a lot of intricate operations that might not go as planned or sometimes you would want to learn from past challenges. With session recording you can record all sessions initiated in your organization to look back on session proceedings, create comprehensive trails, and document all your sessions to create a knowledge base.
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In times of little to no internet connectivity or other network issues, it becomes challenging for customers to receive AR-based support. They can jump over this connectivity hurdle using the Offline recording feature. Customers can record an issue using AR tools without joining a session and share it with the technician once they are back online
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A large organization has a lot of activities to keep track of. Session reports in Zoho Lens allow the Super Admin to get a detailed view of all the activities carried out in the organisation. The session metrics available in Zoho Lens include start time, duration, session video, session title, and the operating system and IP addresses of the devices. Along with these metrics, you can also choose various custom views to see how your organization is performing.
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Asking customers to download a third-party application for joining a demo makes them apprehensive, and making your field technicians download an app while they are working on critical issues isn’t the best thing to do. Zoho Lens now allows you to integrate remote assistance capabilities into your mobile app and allow end-users to join a session right from your app.
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Enterprises are often hesitant to use an app with another company’s brand. Zoho Lens offers you rebranding options that allow you to use your company’s name, logo, favicon, and a customized portal URL. You can customize the emails sent to customers and also configure the sender’s email address, along with reply-to and CC email addresses.
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At certain times, working with a smartphone limits the work you can do. Our integration with major smart glass vendors allows technicians to receive guidance even while working hands-free. The camera in the smart glass allows the wearer to broadcast the live streaming to the expert, and the wearable headsets provide the perfect platform to communicate verbally.
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Each technician’s skill set is different, so some problems are best handled by multiple technicians with different skill sets. Zoho Lens allows you to have as many technicians as you want in your organization. You can also specify permission and put them into specific departments.
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Manually organizing session files can be time-consuming, especially if many sessions are being initiated in one day. Zoho Lens keeps all of your session files in your organization’s cloud storage and automatically organizes them by session, making it easier for members to access the files whenever they need them.
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Customers would understandably feel vulnerable while letting a person access their smartphone’s camera. So, building trust is a cornerstone when using visual remote assistance software. With industry-standard SSL and 256-bit AES protocols ensuring secure connections, customers good reasons to choose your service.
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AR Comments
While technicians can guide any customer quickly, the customer needs time to follow instructions, which can make them miss a few steps. AR Comments allows technicians to add annotation-specific instructions by selecting an individual arrow and adding a note to it, empowering customers to follow instructions at their own pace.
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