Augmented Reality for Remote Customer Assistance

Zoho Lens is an augmented reality remote support software. It allows your experts to connect with customers or field personnel via live camera feed and guide them to solve issues in real time. Instead of trying to diagnose problems over phone or email, your team can literally see the issue through the user’s camera and mark up the view with AR annotations. For businesses in sectors like manufacturing, IT services, utilities, or any fieldwork in the UK, Zoho Lens helps reduce on-site visits, resolve problems faster, and improve customer satisfaction. It’s like putting an expert next to your client without travel – speeding up troubleshooting and cutting service costs.

Starting a Zoho Lens session is simple. The support agent (technician) sends the customer an invite – either via SMS or email – which includes a secure session link. The customer can join the AR session through a mobile browser or the Zoho Lens app (no complicated setup required). Once connected, the technician can see the live video from the customer’s phone or smart glasses. They can talk the customer through the issue (using voice chat) and draw or place AR pointers on the screen to highlight components or steps. The agent can also capture snapshots or freeze the video if needed. Everything happens in real time. When the session ends, notes or recordings can be saved. The process is designed to be user-friendly so even non-technical customers can easily grant camera access and get help instantly.

Yes. Zoho Lens offers out-of-the-box integration with Zoho Desk (Zoho’s help desk platform). This means your support agents can initiate a Lens AR session directly from a helpdesk ticket and keep a log of the session in the ticket history. Zoho Lens also integrates with Zoho Assist (remote desktop tool) if you need a combination of screen sharing and AR support. While Zoho Lens doesn’t have native integrations with non-Zoho CRM systems yet, it provides APIs and an SDK. Our team at Svennis can help you use these APIs to connect Zoho Lens with other software – for example, triggering a Lens session from an external CRM or capturing session data in your field service management system. We ensure Zoho Lens fits smoothly into your existing support workflow.

Svennis is a Premium Zoho Partner with extensive experience implementing Zoho’s customer service solutions across Europe. By partnering with us for Zoho Lens, you gain:

• Expert setup and customization: We tailor Zoho Lens to your needs, from configuring user roles and permissions to branding the interface with your company’s look and feel.
• Integration know-how: Our team will integrate Zoho Lens with Zoho Desk or any other tools you use, so your remote AR sessions become a seamless part of your support process.
• Training for your team: We provide hands-on training sessions to get your technicians comfortable with AR assistance. They’ll learn best practices to effectively troubleshoot via Zoho Lens.
• Ongoing support and updates: We don’t just implement and leave – we offer continuous support. As Zoho releases updates or new AR features, we help you adopt them. If you encounter any issues, our UK-based support is just a call or email away.
• Strategic guidance: With our deep knowledge of the entire Zoho platform, we can advise how to use Zoho Lens alongside other Zoho apps (like Desk, CRM, or Analytics) to achieve a truly digital, connected support system.

Our implementation process is designed to get you up and running quickly and smoothly:

1. Discovery & Planning: First, we meet with your team to understand your support scenarios, field service processes, and goals. We identify where AR remote assistance will have the most impact (e.g. troubleshooting machinery, IT support, etc.).
2. Configuration & Customization: We then set up your Zoho Lens account. This includes configuring technician users, defining roles, and applying any custom branding (logos, domain). If you need certain data captured or custom fields, we adjust settings accordingly. We also configure integration with Zoho Desk or other systems at this stage.
3. Pilot and Data Integration: We often run a pilot session or two with your team’s devices to ensure connectivity and video quality are optimal. If you have an existing list of customers or devices to import into the system (for example, in Zoho Desk or CRM), we make sure everything is linked so you can initiate sessions based on that data.
4. Training & User Adoption: Next, we conduct training workshops. We typically do a live demo session and then have your support agents practice using Zoho Lens with each other. We provide step-by-step guides and usage tips. This hands-on training ensures your staff are confident using AR tools with real customers.
5. Go-Live & Ongoing Support: After training, you’re ready to go live. We’ll be on standby as you conduct your first real customer sessions, to assist if any questions arise. Going forward, Svennis remains available for support. Whether it’s adding more technicians as you grow, or tuning the integration, or just answering user questions – we partner with you for the long term to make your remote support successful.