A truck roll costs $150-$400 in labor, fuel, and time. A remote support session costs nothing but the expert’s attention. Zoho Lens uses the customer’s or junior tech’s phone camera to give a remote expert AR-overlaid eyes on the problem. For 30-40% of issues, the truck never has to roll.
Where Lens fits
Three core use cases:
- Customer self-service for installation and basic troubleshooting
- Junior field tech calling a senior expert mid-job
- Manufacturer/vendor supporting a customer’s tech remotely
If your support tickets include “I am looking at the device, what do I do,” Lens is for you.
How a session works
Customer or tech opens a link on their phone. Lens uses the rear camera. Expert on a desktop sees the live video, can draw arrows and shapes that stick to real-world objects (AR annotations), point a virtual laser, take snapshots for the ticket. Two-way voice runs throughout.
CRM and Desk integration
When a Desk ticket reaches a “needs hands-on” status, agent clicks Start Lens Session. System emails the customer the link. Session video and snapshots auto-attach to the ticket on close. No after-the-fact data entry.
// Desk: button on ticket
session = zoho.lens.createSession({"agent":ticket.assignee,"customer_email":ticket.requester});
zoho.desk.addNote(ticket.id, "Lens session started: " + session.url);
zoho.mail.send(ticket.requester, "Join Lens session", session.url);Pre-session checklist for customers
Most session friction is the customer fumbling with the phone. Pre-session message: “Make sure you have good lighting, are connected to WiFi, and the device is accessible. Click the link on your phone, not laptop. Allow camera access when prompted.”
Annotation that sticks
Lens AR annotations stay anchored to the real-world object even as the camera moves. Expert draws an arrow on the third bolt; tech rotates the camera; the arrow stays on bolt three. Saves “no, the other one, no, the other other one” exchanges.
Recording and consent
Recording captures the entire session. For training and audit, useful. For customer privacy, you need consent. Configure auto-prompt: “This session may be recorded for quality.” Get a click-acknowledge before video starts.
Multi-party sessions
Bring a third expert in mid-session. Useful when an unusual issue surfaces and the on-call expert needs the product engineer. Up to 5 participants supported in current builds.
Measure deflected truck rolls
Pull weekly: tickets that opened with field-dispatch likely, of those, how many resolved via Lens. Multiply by truck-roll cost. That is your Lens ROI in dollars per week. Most teams clear $5k/week within the first month of consistent use.
Field-tech upskilling
Junior tech on a complex install calls senior on Lens. Senior guides through. Junior learns by doing instead of asking-then-doing-incorrectly. The training-on-the-job effect is real and underrated.
Limitations to know
Bandwidth: rural sites with bad cellular degrade to slideshow. Battery: 30 min sessions drain a phone. Indoor depth-sensing on older Android is shaky. Set expectations: this is a tool, not magic.
Pricing model
Lens prices per concurrent agent or per session pack. For high-volume, agent-based wins. For occasional use (monthly device installs), session packs are cheaper.
What to do this week: pick one ticket category that frequently dispatches a tech (printer setup, modem install, equipment troubleshoot). Run 5 Lens sessions for it this week. Measure deflection. The case for fleet adoption usually makes itself.
