Fix Devices Remotely with AR: How Zoho Lens Helps Field Support

21-07-2025 11:09:25 AM - By Jitender Kumar

Fix Devices Remotely with AR | Zoho Lens for Field Support

In today’s fast-paced, tech-driven world, minimizing downtime and resolving device issues quickly is critical—especially for businesses that rely heavily on field service operations. Traditional methods of remote support, such as phone calls or video conferencing, often fall short when technical complexity increases. That’s where Augmented Reality (AR) makes a difference. Zoho Lens, Zoho’s advanced remote assistance tool, brings AR-powered visual guidance into field support, making remote troubleshooting seamless and more effective than ever.

Why Zoho Lens

Zoho Lens redefines remote support by providing real-time AR annotations on live camera feeds, enabling experts to guide technicians or customers without physically being present. Whether it’s a complex hardware setup, an industrial machine, or a consumer device—Zoho Lens gives your support team "remote eyes and hands" to resolve issues faster and more precisely.

Key advantages include:

No need for on-site visits for every issue
Improved first-time fix rate
Enhanced customer satisfaction
Reduced operational costs

Key Features of Zoho Lens

Here are the standout features that make Zoho Lens a game-changer for field support and remote troubleshooting:

🛠 Live AR Annotations

Experts can draw, highlight, and place pointers directly onto a live camera feed. This helps guide the field technician step-by-step, reducing confusion and errors.

🎥 High-Quality Live Video

Zoho Lens provides a real-time, high-definition video stream of the user’s environment, ensuring clear visibility of equipment and issues.

🖼 Freeze Frame and Markup

Take snapshots during the session to explain details with static markups, useful for safety procedures or complex connections.

📁 Session Recording

All sessions can be recorded for audit, training, or documentation purposes.

👥 Multi-Participant Sessions

Invite multiple experts into a session for complex diagnostics that require collaborative problem-solving.

🔐 Secure and Browser-Based

Zoho Lens is browser-based—no installation required for the customer or technician. All sessions are encrypted to ensure security and privacy.

Step-by-Step Guide to Using Zoho Lens

Getting started with Zoho Lens is simple. Here’s a basic workflow:

Initiate a Session
The expert creates a session and shares the link via SMS or email with the field technician or end-user.
Join the Session
The remote user opens the link on their mobile device, granting access to their device’s camera.
Begin Troubleshooting
The expert views the live video feed and uses AR tools to guide the user through diagnostics and fixes.
Collaborate and Resolve
Use voice, chat, and markup tools during the session. Take snapshots or record as needed.
Close and Document
End the session with all notes, images, and recordings saved for documentation and analysis.

Use Cases: Who Benefits Most from Zoho Lens

Zoho Lens is ideal for industries and teams that manage complex field operations or remote equipment. Common use cases include:

Manufacturing: Troubleshoot machine faults with vendors or engineers.
Telecom & Networking: Guide technicians during cable or router installations.
Consumer Electronics: Assist customers with smart device setups.
Healthcare Equipment: Help field engineers fix diagnostic or monitoring equipment.
Automotive: Remote inspection and guidance for parts or repairs.

How Kalki Can Help

At Kalki – The Innovation Luminary, we specialize in deploying Zoho applications tailored to your business needs. Whether you’re looking to transform your field support with Zoho Lens or integrate it with other Zoho tools like Zoho Desk or Zoho CRM, our expert team ensures a smooth setup, training, and optimization. We also assist with:

Custom workflow integration
User onboarding and training
Analytics and usage reports
Long-term support and scale-up

With Kalki by your side, you can turn remote assistance into a competitive advantage.

Empower Remote Support with AR

Augmented Reality is no longer science fiction—it’s a practical tool improving real-world support operations. Zoho Lens brings AR to the frontlines, helping technicians fix devices faster and smarter without needing to be physically present. If your business is looking to boost productivity, reduce support costs, and delight your customers, Zoho Lens is the answer.