Visual Assistance

What Visual Assistance is

Visual Assistance is a browser-based tool for live visual communication between businesses and their customers. A company user can start a support session from a Windows or macOS computer and invite a customer by entering a mobile number; the customer gets an SMS containing a unique link and joins in a smartphone browser without installing an app. Sessions combine live camera streaming with messaging, screen capture, and annotation, making it possible to discuss what a customer sees in real time. Company users need Chrome 72 or later or Edge 79 or later. Customers can join from iOS or Android smartphones using Safari 12 or later, Chrome 72 or later, or Edge 79 or later; the customer camera is limited to the rear camera. Video, audio, and messages are encrypted in transit. The service says it does not retain session video, audio, pictures, or messages, while SMS history and company phone-book contacts remain accessible. Business billing is 75 NZD a month or 800 NZD a year, and a 10-day trial is offered. The project-based Enterprise Plan can be deployed within a customer’s infrastructure and offers session tracking and advanced customization. Visual Assistance is based in Auckland, New Zealand.

Who it suits

It suits businesses that need to guide customers, inspect something remotely, or provide technical support through live visual communication. It is also relevant to organizations seeking an Enterprise deployment within their own infrastructure.

Limits

The Business Plan is 75 NZD a month with monthly billing or 800 NZD a year with annual billing. A 10-day trial is offered. Enterprise is project-based and requires contacting sales for pricing.

Getting started

1. Open the Visual Assistance website.
2. Choose a Business Plan billing option or contact sales about the project-based Enterprise Plan.
3. Start a session from a Windows or macOS computer using Chrome 72+ or Edge 79+.
4. Enter the customer’s mobile number to send an SMS session link.
5. Have the customer open the link on an iOS or Android smartphone in a supported browser.

Verdict

Choose Visual Assistance if your business needs customers to join visual support sessions from a smartphone browser without installing software. Look elsewhere if customers need to use their front camera, or if the listed business pricing does not fit your budget.