This comparison evaluates Help Lightning and TechSee based on three critical areas: Tech-to-Tech Support, Mercury Service, and Value Analytics.
While both solutions provide remote visual guidance, their approaches differ. Help Lightning is designed for enterprise field service, contact center customer support, technician collaboration, and structured value measurement whereas TechSee focuses primarily on customer support for contact centers.
1. Tech-to-Tech Support: Field Technicians & Expert Collaboration
Help Lightning: Designed for Field Service & Expert Collaboration
Merged Reality Technology: Help Lightning allows remote experts to reach into the technician’s view, blending their hands and tools into the remote workspace for more immersive guidance. This leads to a 10X faster resolution when compared to TechSee’s annotations.
Multi-Expert Collaboration: Multiple experts can join a session, working together to solve complex problems—critical for enterprise field service teams.
Cross-Platform & Hands-Free Support: Help Lightning works with wearables like smart glasses, making it ideal for technicians who need hands-free guidance.
Optimized for Technician Support: Unlike TechSee, which is designed mainly for customer support agents, Help Lightning is built to enhance collaboration between field engineers and remote experts.
Help Threads for Seamless Collaboration: Help Lightning enables chat before, during, and after sessions, allowing seamless collaboration, file sharing, and continuity—unlike TechSee’s real-time-only approach.
Who Has the Edge?
✔ Best for Tech-to-Tech Support & Field Service: Help Lightning
Help Lightning is better suited for enterprises that need technician-to-technician remote support.
Help Lightning: Strategic Methodology for Adoption, Value & Expansion
One of the biggest differentiators is Help Lightning’s Mercury Transformation Program, which is designed to:
Accelerate the implementation of Enterprise Remote Visual Guidance (ERVG) across an organization.
Measure the speed and effectiveness of deployment to ensure teams quickly gain value from the solution.
Identify workflow inefficiencies and optimize technician processes based on real-time insights.
Seamless Enterprise Integration: Direct integration with CRM, ERP, and field service management platforms for one-click session launches.
TechSee provides onboarding resources but suggests that companies assess whether they need a third-party vendor for implementation. While it offers training and best practices, businesses are responsible for managing deployment or seeking external support for a customized rollout.
Who Has the Edge?
✔ Best for Enterprise-Wide Digital Transformation & Workflow Optimization: Help Lightning (via Mercury)
Mercury gives Help Lightning a strategic edge by ensuring ERVG implementation is measured, optimized, and continuously improved, whereas TechSee focuses more on short-term efficiency gains for call centers.
3. Value Analytics: Performance Tracking & ROI Measurement
Help Lightning: Mercury’s Data-Driven Approach to Value Analytics
Help Lightning’s Mercury Transformation Program extends beyond just measuring engagement—it quantifies business impact. It provides:
Custom KPI Reporting: Tracks business value by measuring:
Reduction in technician dispatches (cost savings).
Improvements in first-time fix rates (efficiency gains).
Integrated BI & Real-Time Analytics: Help Lightning’s data is fully integrated into enterprise business intelligence (BI) platforms, giving real-time insights into ERVG usage and ROI.
Trend Analysis & Process Improvement: Mercury identifies long-term efficiency gains and recommends best practices for continuous service improvement.
TechSee’s analytics do focus primarily on contact center KPIs. While TechSee provides useful performance tracking for call centers, it does not offer a structured, enterprise-wide business transformation framework like Mercury.
Who Has the Edge?
✔ Best for Enterprise KPI Tracking & Business Value Measurement: Help Lightning (via Mercury)
Final Verdict: Which Solution is Right for Your Needs?
❌ AI for Contact Centers & Consumer Troubleshooting
Value Analytics
✅ ROI Tracking, BI Integrations, Trend Analysis (via Mercury)
❌ Contact Center KPIs, AI-Based Agent Insights
Summary of Findings
✔ Help Lightning (with Mercury) is ideal for enterprises that need structured transformation, technician-to-technician collaboration, and long-term ROI tracking.
Final Takeaway
Help Lightning, with its Mercury Transformation Program, provides a structured, measurable approach to deploying ERVG technology in enterprises. This makes it the better option for companies looking for long-term efficiency gains and ROI tracking. If your goal is enterprise-wide digital transformation, beyond just the contact centers, with measurable ROI, Help Lightning (via Mercury) is the superior choice.
