The experience has been really good for us as a support department, since we implemented Zoho Lens our support department is much more proactive in resolving customer failures, we have managed to decrease response times for problem resolution as well as downtime, which has led us to a decrease of approximately 60% in logistics and travel costs, which has directly favored our performance and productivity, now on the customer side we detect an increase in customer satisfaction and a decrease in the abandonment rate.

It is an efficient tool for remote support through AR; I like the ease with which the parties involved can use it (customer/technician), it is easy to start a section, it is only necessary to send the invitation by mail or guide the customer to log in with the assigned code and that's it. Zoho Lens provides us with a clear and real-time view of what the customer perceives on your premises, which favors the identification and analysis of the situation and in the same way facilitates the provision of precise instructions to address and resolve the inconvenience faced by the customer in your service without the need to make any displacement. Zoho Lens gives us different possibilities to guide users, we can write on the screen to mark, point or tag something in particular, take screenshots in real time, access text chat or VoIP and other functions that allow us to provide efficient support to those who require it.

We have noticed on several occasions that while we are in an active session the equipment (PC or mobile) usually slows down, that is, if we are running other processes or queries simultaneously response times are very long; and sometimes it has even been necessary to restart them because they are completely blocked and do not assimilate any request or order that is provided to them.

Without a doubt it has been a great experience of use, positive, comfortable and pleasant, since Zoho Lens strengthened our system of operation and remote assistance, provided us with an effective way to address and resolve many of the problems faced by customers in the field, without the need to schedule technical visits and in an easy, fast and timely manner.

Zoho Lens is flexible and versatile, it is a very easy to use tool, I am impressed by its ability to adapt to different environments and situations; it is a great advantage that this remote assistance tool is cloud-based because it makes it accessible for use on any device. I like the user interface it offers because it is friendly and easy to understand, you can navigate through it with very little effort; Zoho Lens allows us to connect with users through the camera of their cell phone to provide them with remote assistance in real time at the moment they need it; it allows us to see and understand the real situation they are going through and at the same time it offers us different functions that favor communication (text chat or VoiP), and make the process of guiding them an easy but forceful task as is the AR annotation function.

When I use Zoho Lens on my mobile it is recurrent that I can not make use of other applications simultaneously while I am in a session with a user, because the processing is slow and makes a startup error is constantly recorded in the application I try to use, just enough to end the session zoho lens and everything returns to normal, I'm not sure if it can be a fault generated by Zoho Lens or a limitation of my team but that's what happens.

Our IT team has had positive and negative experiences in the exercise of their functions, within all I can highlight the positive transition in terms of the way the work was done in the past, the advice and support to users by telephone was intended to achieve solve the reported failure regardless of whether or not the end customer had knowledge, this made the work very difficult for the consultant and annoyed the user because he did not understand the indications; From the implementation of Zoho Lens evolved the way of providing technical support, our customers only seeing the screen of your device follow step by step the indications provided and in many cases the reported failure is solved, this guarantees monetary savings for the company.

Very often in our process of technical advice for internal and external customers we have come across users with extensive knowledge which follow carefully and promptly the indications provided by the customer service advisors, on the other hand, there are many occasions when the end user requesting advice has little or no knowledge of systems or technology, for these cases it was complex to provide a clear and concrete service so it was necessary to send technical service to the user's home; Thanks to Zoho Lens we have been able to reduce the amount of technical services sent and this is due to its function that at first glance seems simple but is very powerful and useful for those customers with little knowledge in technology, augmented reality allows only using the smartphone or laptop to see on the customer's screen their environment which our staff will mark the equipment and connections to be tracked by the customer, thus the user follows to the letter such indications, has seen improvement in processes in a considerable way.

This type of technology facilitates the interaction of technical service in a bilateral way, the customer clearly perceives the indications provided by the advisor and in turn represents a saving in costs of technical service visits, that is, in first measure the ROI is clearly very favourable, in this way there are no negative points from my perspective as it fulfils its task with more than enough.

Zoho Lens completes the stack of our support tools, the results obtained after its implementation have been overwhelming and positive, generating for us multiple benefits. Thanks to the various innovative and effective functions provided by Zoho Lens, we have been able to guide our customers very easily and efficiently, as well as support our teammates when they needed the support of the head office staff to execute any operation.Thanks to Zoho Lens and the collaboration of our customers we have been able to attend and solve all those failures in a short time, also we were able to reduce travel costs, it was not necessary to go to the customers; now we can solve many of their problems from a remote location and in a timely manner, we also improved response times, customer satisfaction and the time of absence of services.

Zoho Lens allows me to clearly identify the problems that prevent users from using their services normally, by streaming in real time and in HD from the customer's smartphone camera we can analyze in detail the scenario and provide specific guidance to solve the problem. All this remotely from our workstation, without the need to physically travel to the site.Although this is a robust and well-designed tool, it is focused so that anyone can use it. It offers didactic features and functions that help us to put the client in context and facilitate the understanding of the instructions provided, with Zoho Lens we can write or draw on the screen, stop the video, zoom the screen and record the sessions among many other options.

It often limits the performance and processing of the computers on which the session has been initiated. In our case, it is a difficult task to fully execute other processes while a session is in progress, which at certain times prevents us from even completing the registration of customer information in our customer service tools, but we still consider that it does not detract from its great value and efficiency.

Since many of the issues that our customers were experiencing with IPTV, ADSL and LB services did not originate directly at the exchange or were not due to problems in the configuration or provisioning of their contracted services, but were directly related to bad connections at the installation site (home), which customers were unable to resolve due to lack of knowledge, this is where Zoho Lens plays a key role in our technical support department. By providing us with on-site presence, we can now have a real-time perspective of the customer's situation and leverage all the features it offers to guide them with precise details to address and resolve the situation in a timely and effective manner. Zoho Lens has allowed us to complement our support process by giving us the ability to fulfill customer requests through remote technical assistance without requiring our on-site presence, since initially it was not possible to address all their issues solely from the contact center and it was necessary the presence of our crews in the field, thanks to its implementation the satisfaction levels of our customers is high and we have decreased travel costs.

Logging in is a simple process with Zoho Lens which makes it easy for anyone to use without any limitations. I like the UI because it is neat, intuitive, easy to use and understand; There are many functions provided by Zoho Lens to effectively address each situation, we can write on the screen to highlight an object, point out a connection point or even mark a special cable, also allows us to take screenshots, enlarge the image to see more clearly the details, pause the video, in the same way allows us to maintain a chat communication with customers that can be text or Voip, it is also possible to record the sections to evaluate the quality of care and propose improvements, or for future cases.

So far there is nothing I dislike about Zoho Lens, we have not had any inconvenience, nor have we faced any difficulty while using it, it really works very well and the experience is totally encouraging and positive.

The experience is successful, smooth and seamless. Zoho Lens supports our support process by providing us with the capacity and all the essential tools to accompany and help customers solve their issues through work instructions without our presence on site, just by accessing the camera on their smartphone.

It is a very well designed tool, it is oriented so that anyone can use it regardless of their knowledge of technology, it is easy to use for both customers and us; Zoho Lens provides an interactive way to accompany customers in resolving the failures they face with the services provided by our company. I like the technical console because it contains all the necessary functions to help and guide the customer on the remote end (I can guide the customer through chat, AR annotations and other functions) it also allows me to record the sessions among others; moreover Zoho Lens is browser based and does not require any previous installation on the remote end (client side) which is very convenient.

I don't have any comments to add about what I don't like about Zoho Lens because it has worked quite well for me and I haven't had any issues during the whole time I've been using it.

There are many benefits and advantages that we obtained by implementing Zoho Lens in our operation as technical support and help desk, the main ones are: savings in operating expenses in technical reviews, resolution of service failures in minimum time which guaranteed that our service level agreement was minimally affected, decrease in complaints and claims for absences of service to our company which represented economic affectation, in summary there are more benefits than negative points with the implementation of Zoho Lens.

It greatly facilitates the fact of being able to display graphically on the screen of your mobile device, Tablet or laptop the instructions provided by our help desk staff to achieve a clear and precise technical support, we have had scenarios where the physical connections of the customer's equipment have a considerable complexity that made it impossible to track via voice call, with the help of Zoho Lens was very easy to recognize the connections, adjust them and validate the response of the equipment (synchronism), our user was satisfied with the service thanks to the didactic help that the tool provides.

It is necessary to keep in mind that all devices do not support ARCORE especially some cell phones that do not have Google services, in fact, some of our users did not have references that supported the Google API for augmented reality which considerably decreased the perception of remote assistance as it was limited to a conventional video call, for this case it is an unfavorable point.

To achieve the confidence and clarity of customers and users of any service is necessary that the technical support team has tools that facilitate all processes, Zoho Lens allows our customers to perform each and every one of the professional indications that we provide and thus achieve the goal which is the solution of its failure, so we offer quality of our services.

In the process of remote assistance or technical support to the end users of our company we must find the appropriate terminology taking into account that all those people do not have the technical knowledge to perform some of the indications that we provide; here Zoho Lens comes into play, with the possibility of giving visual indications on the different devices located in the customer's premises thus clarifying the instructions initially given, this saves us a lot of time and avoids technical revisions by the company.

While it is true that the visual aids offered to customers by this tool are valuable, I can also say that it requires devices with certain capabilities to take full advantage of all the features offered, this is linked to the quality of camera, screen and even the ram of the same as in active remote assistances the slowdown of the system is noticed by the running processes.

Zoho Lens is one of those very useful tools for any team that is facing end customers, it allows us to transmit information in a simpler way and leaves an excellent impression on users.

In our daily environment we could detect an increase in the number of reports for technical review to our customers, the vast majority of these cases were attributed to technical personnel who recently entered the operation, these cases were analyzed and the main detail was that the end user did not understand the technical instructions provided, since we implemented Zoho Lens and thanks to its visual aids allowed to minimize the number of technical reviews sent because the customer correctly followed the instructions seen on the screen of your device.

The current functionalities are of great help although it would be very useful to be able to customize the virtual functions depending on the environment where the tool is used, that is to say, for our case to be able to have templates of IT elements to use them where they are required.

Thanks to its great performance, adaptability and the various useful features offered by Zoho Lens, our technical support department has all the necessary resources to address and assist remotely and effectively and immediately 60% of the failures that users report having with the use of our services in their place of residence, and most importantly without having to schedule any technical visit, excellent remote assistance tool, what a great experience of use, very enriching indeed.

It is focused so that anyone can use it without any inconvenience, it is multiplatform and allows us to see in detail the real environment of customers when they face a failure, thanks to the different AR functions it provides, it allows us to guide the users of our services so that they can identify and solve them following our instructions.

When I am in an active session on my mobile device it is not possible for me to operate with other tools simultaneously because it slows down their ability to process information and response times are prolonged.