At Zoho Assist we’re always on the lookout for new technologies to help our customers solve issues remotely, regardless of the type of issue they face. We’re excited to announce a new feature to help you remotely solve real-world issues through live camera streaming and augmented reality (AR).
Here’s a closer look at our new feature:
Many of us buy electronics and appliances online, and sometimes we need installation assistance or a quick demo to get started. But this type of assistance is rarely available immediately, and often comes with a long waiting period.
While this waiting period can be frustrating, it isn’t exactly life or death.
Now, imagine helping a colleague at a mining site troubleshoot a piece of heavy machinery. With the colleague’s safety and millions of dollars at stake, you need expert advice immediately.
You can wait for help to arrive on the ground, try to figure things out over a phone or video call, or scour the help manuals. But these methods are time-consuming and often ineffective. Solving complex issues takes expertise.
Here’s our solution:
With Zoho Assist, you can offer guidance to a person on the ground by viewing their live camera stream from their smartphone or smart glass. Our new feature, live camera assistance, uses AR to provide remote assistance sessions.
What’s an AR remote assistance session?
If you’ve used Zoho Assist, or have experience with remote support, you’ll find AR remote assistance sessions pretty similar. You initiate a session and offer assistance by viewing your customer or colleague’s live camera stream. Tools like AR annotation and text, voice, or video chat make effective communication easy.
Live camera assistance functions like an independent module in Zoho Assist, where you can manage customization and auditing features. Check out this list of things you can do with our live camera assistance feature:
Assign different purposes to different technicians
Just like providing remote support and unattended access privileges to your technicians, you will be able to provide AR remote assistance permissions, and manage technicians with different skillsets in one platform. You’ll have the option to invite multiple participants with varied skillsets to solve an issue.
Communicate better and solve issues faster
During a live remote assistance session, you’ll have access to built-in functionalities for text, voice, and video chat. That means you can stay in constant contact with the person at the other end of the call.
Add more visual information to the live camera stream
While viewing the live camera stream, the expert and the person at the other end can mark up and add extra information to the live camera stream through augmented reality annotation tools. During a session, you can place arrows to mark specific locations on the screen, and use the pencil, rectangular, and elliptical drawing tools to illustrate better.
Create a knowledge base you can bank on
Your customer service teams might encounter repetitive cases— but it can be difficult for them to instantly recreate solutions. Live camera assistance provides file management and session recording options that help you create a knowledge repository, which also comes in handy for auditing purposes.
Want to try our Live remote assistance feature?
Our live remote assistance feature is available to all our customers. The licensing model is technician-based and follows a pricing model similar to remote support. We
offer a 20% discount to all customers currently working with a paid plan.
We hope you find our new live remote assistance valuable, and would love to hear what you think about this enhancement. Give it a spin and write to firstname.lastname@example.org if you have any questions.