Zoho Lens: Remote Technical Assistance through Augmented Reality
Provide real-time visual support to field teams without needing to travel to the site.
With Zoho Lens, you can see what the remote customer or technician sees through their device camera and provide clear instructions directly on the image in real time.
Augmented reality annotations such as 3D arrows, text markers, and drawings let you pinpoint exact components on live video, guiding field personnel as if you were standing beside them.
The platform supports both smartphones and industrial smart glasses from RealWear and Vuzix, enabling hands-free operation for technicians working on complex equipment in manufacturing, utilities, and construction environments.
Svennis Cloud Solutions, a certified Zoho partner, helps you implement Zoho Lens in your organization.
Benefit from our expertise to digitize your maintenance, technical assistance, and remote inspection processes, reducing downtime and intervention costs.
This application from the Zoho suite is also included in the Zoho One license.
Why Choose Zoho Lens?
Efficient, collaborative, and secure remote technical support
Zoho Lens allows you to digitize maintenance, technical assistance, and inspection processes, offering an innovative way to solve problems remotely through augmented reality (AR).
- Experts can see what field technicians or customers see through HD camera sharing and provide visual instructions in real time using 3D annotations, arrows, and text markers placed directly on the live video feed.
- Both the remote expert and the on-site technician can add AR annotations simultaneously, enabling truly collaborative problem-solving without anyone needing to travel.
- The platform is particularly valuable for industrial use cases including equipment maintenance, facility inspections, and technical support in manufacturing, oil and gas, utilities, and healthcare environments where expert knowledge is scarce and travel is costly.
- Session recording captures every annotation and instruction for future training, compliance documentation, and knowledge transfer.
- This way, you significantly reduce incident resolution time and costs associated with travel while building a reusable library of resolved issues.
- This application from the Zoho suite is also included in the Zoho One license.
Reduced costs
Eliminate costly travel and save resources by resolving problems remotely.
- A single AR session can replace hours of travel time and associated expenses, enabling your experts to assist multiple sites in a single day.
- For organizations with distributed operations, the cumulative savings on travel, accommodation, and downtime are substantial.
Fast resolution
Reduce activity downtime by providing instant assistance when a technical problem arises.
- Field technicians can connect with remote experts within minutes via a simple email or SMS invitation link, receiving guided visual support immediately rather than waiting days for an on-site visit.
- Frame freeze and AR measurement tools help diagnose issues accurately on the first session, improving first-time fix rates.
Scalability and flexibility
Adapts to your needs, from small teams to large organizations, usable in various industries and scenarios.
- Whether you have a single support technician or a global field service operation, Zoho Lens scales from one to multiple simultaneous sessions with multi-technician collaboration.
- Compatibility with smartphones, tablets, and industrial smart glasses (RealWear, Vuzix) makes it deployable across manufacturing floors, remote job sites, and customer premises alike.
5 Key Reasons to Choose Zoho Lens
Real-time visual assistance
Livestream the video feed from the customer's camera and provide guidance directly on the image, as if you were present on-site.
- HD video streaming with integrated VoIP audio and text chat creates a rich communication channel that goes far beyond a simple phone call.
- Instant session invitations via email or SMS mean the customer or technician can join with a single click, no app installation required.
Augmented reality collaboration
Use AR tools (arrows, drawings, comments) to guide the customer step by step.
- You can invite other experts into the session, and both the technician and customer can add visual annotations for clear communication.
- The frame freeze feature lets you pause the live video to place precise annotations on a still image, which is especially useful for detailed work on circuit boards, machinery components, or complex assemblies.
Integration with the Zoho ecosystem
Zoho Lens natively connects with Zoho Desk, Zoho CRM, and Zoho Calendar, integrating remote assistance into your existing workflow.
- Support agents can launch AR sessions directly from a Zoho Desk ticket, with session recordings and screenshots automatically attached to the ticket for a complete service history.
- Zoho CRM integration provides customer context during sessions, while Calendar sync handles scheduling and reminders.
GDPR Compliance
Complies with GDPR regulations and ensures secure transmissions (256-bit SSL encryption), protecting data confidentiality at every session.
- Session recordings are stored securely in the cloud with configurable retention policies, and EU data center hosting ensures data sovereignty for European organizations.
- Access controls and permission settings prevent unauthorized users from initiating or joining sessions.
Dedicated support from Svennis
Benefit from personalized assistance and the expertise of the Svennis team in implementing and optimizing Zoho Lens.
- We configure your AR remote assistance workflow end-to-end, from user setup and Zoho Desk integration to custom API connections with your existing ticketing or CMMS systems.
- Hands-on training ensures your technicians and support agents are confident using all AR features from day one.
Services Offered by Svennis for Zoho Lens
We help you achieve maximum results from your AR assistance solution
Zoho Lens Consulting
We analyze your needs
We understand the specific processes and challenges of your business in maintenance or technical support.
We define the optimal solution
We recommend the optimal way to use Zoho Lens to digitize these processes and improve efficiency.
We plan the implementation
We develop a detailed implementation plan tailored to your organization's needs.
Zoho Lens Implementation
We configure the account
We set up your Zoho Lens account, add users (technicians), and configure appropriate permissions.
We migrate data
We import or migrate relevant data (e.g., customer lists, equipment) into the platform, ensuring a transition without information loss.
We integrate with existing systems
We perform initial integrations with other systems in use (such as Zoho Desk or CRM) for a unified and efficient workflow.
Zoho Lens Customization
Custom API integrations
We develop custom API integrations, connecting Zoho Lens with applications or equipment specific to your business.
We customize the platform
We customize the Zoho Lens platform (branding, domain, advanced settings) according to your company's requirements and image.
We optimize processes
We analyze the remote assistance workflow and optimize processes for maximum efficiency, based on collected feedback and data.
Training and Ongoing Support
We train the team
We organize hands-on training sessions for your team so that technicians and staff efficiently use all Zoho Lens features.
We provide technical support
We ensure prompt technical assistance after implementation, quickly resolving any issues or questions that arise.
Continuous improvements
We monitor solution usage and periodically provide recommendations and updates for continuous improvement of your processes.
Zoho Lens Pricing
Solutions for any budget
Standard
For support teams that need extended AR features and multi-technician collaboration.
Professional
Offers all advanced features, including session recording, AR measurements, and white-label customization for your brand.
Free CRM Audit: Already using a CRM? We'll audit your current setup and show you exactly what's costing you leads - free, no obligation.
Key Features of Zoho Lens
Discover the power of augmented technical assistance
Real-time visual assistance
See exactly what the field customer or technician sees through real-time HD video streaming (from a smartphone or smart glasses) with clear bidirectional audio.
- Live HD video streaming: remotely view equipment and issues as if you were on-site.
- Integrated voice and chat: communicate through VoIP audio calls and text messaging within each session.
- Instant invitations: send connection links via email or SMS, allowing customers to join the session with a single click.
Interactive AR collaboration
Use augmented reality tools to guide the customer step by step. Both the technician and customer can add on-screen annotations for efficient, clear communication.
- 3D annotations: place arrows and markers directly on objects in the live image to indicate exact points of interest.
- Frame freeze: temporarily pause the video image to analyze the situation in detail and add precise instructions on the frame.
- AR comments: add text notes associated with annotations so the customer can follow instructions step by step, at their own pace.
Recording and analysis
Capture key information from each session and use it for process improvement and training.
- Snapshots: take screenshots during sessions to document defects or remediation steps.
- Session recording: record the entire support session on video, creating a valuable archive for auditing, subsequent training, or compliance (3GB storage included for recordings).
- Detailed reports: analyze statistics on session duration, incident resolution, and AR feature usage to identify optimization opportunities.
Customization and integration
Adapt Zoho Lens to your organization's needs and connect it with the tools you already use for a unified workflow.
- Complete rebranding: customize the interface with your company logo and use a custom domain for access (white-label functionality).
- Mobile SDK: integrate Zoho Lens capabilities directly into your existing mobile applications, providing your users with a native AR support experience.
- Open API: use the Zoho Lens API to connect it with other systems (ERP, CRM, internal platforms), automating data and event transfer between platforms.
Zoho Lens Integrations
Connect with all the tools you need
Zoho Lens integrates seamlessly with a range of applications, giving you the ability to sync data and extend the capabilities of the remote assistance platform. Whether you already use Zoho solutions or other tools, Zoho Lens can be connected to create a fully digital workflow.
Zoho Marketing Automation
Automate marketing campaigns and nurture leads to maximize conversions.
Details
Zoho Desk
Connect AR sessions with support tickets in Zoho Desk, allowing agents to initiate Zoho Lens sessions directly from customer requests.
Details
Zoho CRM
Access customer information from Zoho CRM during sessions to provide personalized support based on CRM history and data.
Details
Zoho Calendar
Schedule and sync assistance sessions with Zoho Calendar, automatically sending invitations and reminders to participants.
DetailsZoho Lens anywhere, anytime
The Zoho Lens mobile app brings the power of augmented reality technical assistance directly to your phone or tablet. Both experts and customers can participate in real-time visual support sessions, communicate through voice or chat, and use AR annotations – wherever they are.
Frequently Asked Questions
Answers to the most common questions about Zoho Lens
Ready to digitize your technical support process?
Contact us to discuss your needs and receive a personalized quote.