Zoho Lens is a remote assistance software that enables users to provide support to field workers or customers using augmented reality (AR) technology. This tool is particularly useful for troubleshooting, maintenance, and support tasks that require visual guidance. Here are the key features of Zoho Lens:
Live Camera Streaming - Remote View: Customers or field workers can share their device camera feed with support agents, allowing them to see the exact issue/problem in real-time. - Two-Way Audio Communication: Communicate directly with customers through integrated voice chat to provide clear instructions alongside the visual feed.Augmented Reality (AR) Annotations - AR Annotations: Field Staff can draw, highlight, or place markers on the customer’s screen in real-time to guide them through the process. These annotations are overlaid on the live video feed. - Pointer Tool: A virtual pointer can be used to direct attention to specific areas on the screen, making it easier for users to follow instructions
Snapshot and Freeze Frame
- Snapshot Capture: Capture snapshots of the live video feed to analyze the issue in detail or for record-keeping. - Freeze Frame -Temporarily freeze the live video feed to draw annotations or discuss specific points without the distraction of a moving image.File Sharing
- Share instructional documents, manuals, or images directly through the platform to assist with problem resolution. - Two-Way Sharing: Both the staff and the customer can share files, making it easy to exchange relevant information.
Session Recording - Record the entire support session, including video, audio, and annotations, for future reference, training, or compliance purposes. Multi-Platform Support
-Zoho Lens works across various devices, including smartphones, tablets, and web browsers, making it accessible to users on different platforms. -Mobile App: Available as a mobile app for both iOS and Android devices, allowing for easy access to remote assistance on the go.
Text Chat -In addition to voice communication, there’s an option for text-based chat within the session, which can be useful in noisy environments or for sharing links and text instructions.
Integration with Zoho Ecosystem
-Integrate Zoho Lens with Zoho Desk to initiate remote assistance sessions directly from support tickets, streamlining the customer support process.
Zoho CRM Integration
- Use Zoho Lens with Zoho CRM to provide visual support to leads or customers, enhancing the sales and customer service experience.
Session Authentication
- Require authentication before starting a remote session to ensure that only authorized users can access the service.
Data Privacy
- Zoho Lens adheres to strict data privacy standards, including GDPR compliance, to protect customer information.
AssessmentZoho Lens is designed to make remote troubleshooting and support more effective by providing a clear visual context, which helps field staff resolve issues more quickly and accurately. This tool is particularly useful in industries like mining, manufacturing, IT support, field service, and customer service, where hands-on guidance is often needed.
Live Camera Streaming
- Remote View: Customers or field workers can share their device camera feed with support agents, allowing them to see the exact issue/problem in real-time.
- Two-Way Audio Communication: Communicate directly with customers through integrated voice chat to provide clear instructions alongside the visual feed.
Augmented Reality (AR) Annotations
- AR Annotations: Field Staff can draw, highlight, or place markers on the customer’s screen in real-time to guide them
through the process. These annotations are overlaid on the live video feed.
- Pointer Tool: A virtual pointer can be used to direct attention to specific areas on the screen, making it easier for users to
follow instructions
Snapshot and Freeze Frame
- Snapshot Capture: Capture snapshots of the live video feed to analyze the issue in detail or for record-keeping.
- Freeze Frame -Temporarily freeze the live video feed to draw annotations or discuss specific points without the
distraction of a moving image.
File Sharing
- Share instructional documents, manuals, or images directly through the platform to assist with problem
resolution.
- Two-Way Sharing: Both the staff and the customer can share files, making it easy to exchange relevant information.
Session Recording
- Record the entire support session, including video, audio, and annotations, for future reference,
training, or compliance purposes.
Multi-Platform Support
-Zoho Lens works across various devices, including smartphones, tablets, and web browsers,
making it accessible to users on different platforms.
-Mobile App: Available as a mobile app for both iOS and Android devices, allowing for easy access to remote assistance on
the go.
Text Chat
-In addition to voice communication, there’s an option for text-based chat within the session, which can be useful
in noisy environments or for sharing links and text instructions.
Integration with Zoho Ecosystem
-Integrate Zoho Lens with Zoho Desk to initiate remote assistance sessions directly from support tickets, streamlining the customer support
process.
Zoho CRM Integration
- Use Zoho Lens with Zoho CRM to provide visual support to leads or customers, enhancing the sales and customer service experience.
Session Authentication
- Require authentication before starting a remote session to ensure that only authorized users can
- Require authentication before starting a remote session to ensure that only authorized users can
access the service.
Data Privacy
- Zoho Lens adheres to strict data privacy standards, including GDPR compliance, to protect customer information.
Assessment
Zoho Lens is designed to make remote troubleshooting and support more effective by providing a clear visual context, which helps field staff resolve issues more quickly and accurately. This tool is particularly useful in industries like mining, manufacturing, IT support, field service, and customer service, where hands-on guidance is often needed.
Do you Want to implement these features? Book Now