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A Buyer’s Guide to Remote Visual Assistance Software

March 4, 2021

Remote Visual Assistance software is the cutting edge of support in the age of social distancing. But even as the pandemic begins to (hopefully) wind down, many companies are not going back to the “old way” of doing things. Remote Visual Assistance saves time, saves money, and is more efficient than sending a tech out to a work site straight away. That means that it is just as important now as in the height of COVID-19 to choose the right software for your organization.

The Blumberg Advisory group has released a Remote Visual Assistance Software Buyer’s Guide to teach you everything you need to know about the products available, and how to get the most out of your investment. Here are the features that Blumberg lists as must-haves in your Remote Visual Assistance product.

3D Annotation

According to the British Journal of Clinical Psychology, research indicates that nonverbal cues are 430% more effective than verbal cues. That’s why it is so important for the Remote Visual Assistance software you choose to come with 3D annotation features. The ability for the helper to draw or write over top of the customer or tech’s problem is invaluable in remote collaboration.

Mobile Web Browser Support

Getting a customer onto Remote Visual Assistance can be difficult, especially if they are not very tech savvy. Trying to get them to download an app onto their phone is an even tougher sell. But what could be easier than a link which opens onto their mobile web browser? Letting a customer join a help session without downloading an app streamlines the support process. Their problem gets solved faster, they’re happier, and your tech is already helping the next customer. Consider this feature vital to you operations.

Call Reporting & Analytics

A huge selling point for Remote Visual Assistance is the ROI available from cutting travel costs and first-time-fix rates. To ensure that you are hitting these new milestones, make sure the software you use comes with a deep statistical analysis system. Such a system enables an administrator, managers, or other supervisor to analyze and evaluate a help session’s effectiveness on service.


While this post only scratches the surface of the many considerations you need to make before investing in a Remote Visual Assistance solution, the full buyer’s guide goes into much more detail. The full buyer’s guide is available here.

Michael Blumberg is President of Blumberg Advisory Group, Inc., a research and consulting firm in the Field Service Industry. Blumberg’s firm provides clients with strategic guidance and tactical assistance for improving the overall profitability and quality of field service operations through procedural and systemic improvements and optimized service marketing strategies.

Help Lightning Emerges as a Clear Favorite

When someone encounters a production maintenance issue, they need an expert to be onsite immediately. In an online help session, two video streams become merged into one. Therefore, users can collaborate and resolve an issue together. The remote expert can actually insert their hand, use tools, and share documents. This simplifies the problem-solving process. Easy, right?

Using mobile devices, experts can now work with a partner as though they were side-by-side. You can telestrate, or write across the screen. It’s easy to freeze images and use hand gestures. You can even import documents and add real objects into the merged reality environment. So, using Help Lightning, experts can solve any problem, even from thousands of miles away.

Click here to access a PDF of the Buyer’s Guide to Remote Visual Assistance.
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