Zoho Lens Reviews

“Flexible pricing and simple setup”

Pros

The per-user pricing fits our needs well and the platform is generally easy to use. Our clients are usually able to figure out how to connect without much trouble.

Cons

The video quality isn't quite on par with some of the other options we tested but for our use case, it's still perfectly acceptable.

“great fit for service teams”

Pros

Built really well for service personnel and as a service provider, I appreciate it a lot. The freeze screen, capture and annotation features are especially excellent.

Cons

As an IT hardware service provider, this is exactly the kind of solution we've been searching for. It feels like a truly unique offering.

“Clean interface and quick adoption”

Pros

A clean, simple interface is one of the best parts of it. Both technicians and customers can start sessions without much effort and it doesn't require extensive training to get going.

Cons

Even with the user-friendly design, new users may still need a little time to get familiar with all the AR features and annotation tools.

“AR boosts support”

Pros

One thing that has made a real difference in our technical support process, both for internal and external customers, is how well this works with users who have little or no systems or technology knowledge. When someone already has great technical understanding, they usually follow the customer service team's instructions quickly and accurately. The challenge was always with less experienced users, where giving clear and specific guidance remotely was much harder and we often had no choice but to send a technician to their home. Since using this, we've been able to cut down significantly on those technical service visits. What seems like a simple feature at first is actually extremely powerful and practical for non-technical customers. Through augmented reality, using only a smartphone or laptop, the advisor can see the customer's environment on screen and mark the equipment and connections the customer needs to check. That makes it much easier for the user to follow the instructions exactly and the improvement in our processes has been very noticeable.

Cons

From my point of view, there really are no negative aspects to mention. This technology makes technical support much more interactive in both directions since the customer can clearly understand the instructions given by the advisor. At the same time, it helps reduce the cost of sending technicians on-site so the ROI is clearly very favorable right from the start. It does exactly what it is supposed to do and honestly, it delivers more than enough.

“Versatile remote support”

Pros

Right away, this tool feels flexible and versatile and that has been one of its biggest strengths for me. It's very simple to use and I've been especially impressed by how well it adapts to different environments and situations. The fact that this remote assistance solution is cloud-based is a huge plus since it makes it accessible from practically any device. The interface is also very user-friendly and clear so moving through the platform takes very little effort. Another feature I really value is being able to connect with users through their cell phone camera to provide real-time remote assistance exactly when they need it. That makes it much easier to see and understand the situation they are actually dealing with and on top of that, it includes helpful communication tools like text chat and VoIP. Features such as AR annotations also make the guidance process much more direct, practical and effective.

Cons

One issue I run into when using it on my phone is that I often can't use other applications at the same time while I'm in a session with a user. The processing becomes slow and the other app I try to open constantly throws a startup error. As soon as I end the session, everything goes back to normal. I'm not completely sure whether this is caused by the software itself or by a limitation of my device but it is something that happens repeatedly.

“Multiplatform AR guidance”

Pros

Everything is designed in a very practical way so almost anyone can use it without hassle. It works across multiple platforms and it lets us closely view the customer's real environment whenever they run into a problem. The AR features are especially useful because they help us guide service users step by step making it easier for them to identify issues and resolve them by following our instructions.

Cons

During an active session on my mobile device, I can't really use other tools at the same time because performance slows down and both processing and response times become longer.

“well-designed remote support”

Pros

Right from the start, this tool feels very well designed and set up in a way that almost anyone can use it, no matter how much technical knowledge they have. It's simple to use for both our customers and our team and it gives us an interactive way to walk customers through the issues they run into with the services our company provides. The technical console is one of my favorite parts because it includes all the functions I need to support and guide the customer remotely. I can assist them through chat, use AR annotations and take advantage of other helpful features and it even lets me record sessions. On top of that, it runs in the browser and doesn't require any prior installation on the customer's side which makes the whole process much more convenient.

Cons

I don't have any negative comments to add because it has worked very well for me and throughout the entire time I've been using it, I haven't run into any issues.

“HD remote support that delivers”

Pros

Using it has made it much easier to pinpoint the issues that keep customers from using services properly. With real-time HD video streamed from the customer's smartphone camera, we can closely examine what is happening and give precise instructions to fix the problem. The best part is that all of this can be handled remotely from our workstation so there's no need to travel on site. Even though it's a powerful and well-built platform, it's designed in a way that makes it accessible for almost anyone to use. It includes very practical, instructional features that help put the customer in context and make our guidance easier to follow. We can write or draw directly on the screen, pause the video, zoom in and record sessions, along with many other useful options.

Cons

One downside is that it frequently affects the performance and processing capacity of the computers running the session. In our situation, it becomes hard to carry out other tasks properly while a session is active and at times it even keeps us from finishing customer information entry in our service tools. Even with that drawback, we still feel it doesn't take away from the platform's overall value and effectiveness.

“simple tools for support tasks”

Pros

Getting started with it is easy so anyone can log in and use it without running into limitations. The interface is clean, simple and simple to understand which makes daily use very comfortable. It also includes plenty of functions to handle different situations effectively, we can draw on the screen to highlight an object, indicate a connection point or mark a specific cable. On top of that, it lets us capture screenshots, zoom in for a clearer view of details and pause video when needed. It also supports chat communication with customers, whether by text or VoIP. Another feature I value is the ability to record sessions which helps us review service quality, suggest improvements and keep them as references for future cases.

Cons

At this point, I have nothing negative to say about it. We have not run into any inconvenience or difficulty while using it and it has worked very well for us. Overall, the experience has been completely positive and encouraging.

“Visual guidance that delivers”

Pros

After technical review reports kept piling up, we noticed most of them were linked to newer staff in the operation. Once we looked into those cases, the common issue was clear, end users were not fully understanding the technical instructions they were being given. Since we put this in place, the visual guidance has made a big difference. It helped reduce the number of technical reviews we had to send out because customers were able to correctly follow the instructions shown directly on their device screens.

Cons

The features available right now are already very helpful but it would be even more useful if the virtual functions could be customized based on the environment where the tool is being used. In our case, having templates for IT-related elements that could be applied wherever needed would add a lot of value.

“Clear visual support”

Pros

Being able to show help desk instructions graphically on a phone, tablet or laptop makes technical support much clearer and more precise. We've dealt with cases where the customer's equipment had very complex physical connections and trying to guide them through it by voice call alone just wasn't realistic. With this tool, it became much simpler to identify the connections, correct them and confirm the equipment's response and synchronism. The user ended up satisfied with the service because the visual, didactic guidance made the whole process much easier to understand.

Cons

One thing to keep in mind is that not every device supports ARCore especially certain phones that do not have Google services. Some of our users simply did not have devices compatible with the Google API required for augmented reality and that significantly reduced the value of the remote assistance experience. In those situations, the session was limited to a standard video call which is definitely a disadvantage.

“guidance saves time”

Pros

When we provide remote assistance or technical support to our company's end users, it's important to use the right terms because many of them don't have the technical background to follow every instruction we give. That's where this tool really helps since it lets us provide visual guidance on the different devices at the customer's location making the original instructions much clearer. It saves us a lot of time and helps prevent unnecessary technical visits from the company.

Cons

Even though the visual support this tool gives customers is very useful, it's also fair to mention that you need devices with certain capabilities to get the most out of all its features. This depends on things like camera quality, screen quality and even the amount of RAM because during active remote assistance sessions you can notice system slowdowns caused by the processes running at the same time.

“AR support that delivers”

Pros

Remote support works really well with this AR tool. Both the customer and the technician can use it without much effort and starting a session is very easy, just send the invitation by email or guide the customer to enter with the assigned code and it's ready. It gives us a clear, real-time view of what the customer is seeing at their location which makes it much easier to identify the issue, analyze the situation and give accurate instructions to solve the problem without needing to travel on-site. It also offers several useful ways to guide users, such as writing on the screen to highlight, point out or tag specific elements, taking screenshots instantly and using text chat or VoIP. All of that helps us deliver effective support when it's needed.

Cons

One issue we have run into more than once is that during an active session, the device being used, whether a PC or mobile phone, tends to slow down. If other processes or tasks are running at the same time, response times become very long and in some cases we have had to restart the device because it freezes completely and stops responding to any command or action.