Tools are the extension of a technician's hand. The effective resolution of any issue depends on his tools and expertise. When every issue requires a different approach, it’s vital for the technician to adapt and switch their workflow to reach the solution in an efficient manner.
Likewise, remote technicians need a holistic set of digital tools to help adapt their problem-solving approach to the issue's complexity. For this purpose, Zoho Lens has developed and launched an intuitive and efficient augmented reality tool—the Virtual Pointer.
What is the Virtual Pointer?
The Virtual Pointer is an annotation tool that allows a technician to direct participants’ attention in a remote assistance session to a specific area on the live stream.
The key difference from other annotation tools is that it fades away automatically after a few seconds, making it easier for the technician to go on with their instructions.
Benefits of using the Virtual Pointer
As simple as it looks, the Virtual Pointer can profoundly impact the level of convenience a remote user has during a session.
Reduced tool switching
Conventionally, the technician or remote expert would place their annotations using one tool, and later they would remove the ones they don't need using another tool. With the Virtual Pointer, remote users won’t have to switch tools to remove this annotation because of its inherent fading property.
Minimized visual clutter
A participant can place nine annotations at a time in a remote assistance session. When there are multiple participants in a collaborative or brainstorming session, it can lead to visual clutter on the live stream, making it difficult to see the problem at hand.
This new tool allows remote users to place only one pointer at a time. Even if they place another, the previous one disappears, keeping the live stream free from visual clutter.
Streamlined guidance
When remote experts are guiding a customer through a complex process using annotations, it can be overwhelming for the customer to follow along amidst the flurry of visual and audio instructions.
Instead, remote experts can lay the annotations out first and then use the visual pointer as a sort of laser pointer for their demonstration. The customer can still identify whose pointer it is because it comes tagged with the remote expert's name.
Key takeaways
Effective resolution through streamlined guidance is key during any remote assistance session. The Virtual Pointer helps a remote user achieve that balance in a convenient way. As a bonus, it’s captured when it’s used during a session recording or an offline recording.
To learn more about how you can use this new tool, please refer to this help document.
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