# Help Lightning Reviews **Vendor:** Help Lightning **Category:** [AR Collaboration Tools](https://www.g2.com/categories/ar-collaboration-tools) **Average Rating:** 4.8/5.0 **Total Reviews:** 67 ## About Help Lightning Help Lightning's Remote Visual Guidance Software provides video collaboration services that enable a company’s experts to work virtually side-by-side with anyone needing help, anywhere in the world. This cloud-based solution applies augmented reality features, including the merging of two video streams and the use of 3D annotation to improve real-time communications and solve difficult problems. Help Lightning is used for the installation, inspection, training, servicing, and repair of complex equipment and products. With Help Lightning, customers see immediate performance improvements including an increase in first-time fix rates, fewer truck rolls, expanded workforce capacity, and an increase in end customer satisfaction while enhancing service revenue and margin. Learn more at helplightning.com. ## Help Lightning Pros & Cons **What users like:** - Users appreciate the **ease of use** of Help Lightning, making remote support accessible and efficient for everyone. (7 reviews) - Users praise the **excellent customer support** from Help Lightning, enhancing the overall user experience and satisfaction. (5 reviews) - Users appreciate the **screen sharing feature** of Help Lightning for its effectiveness in guiding and troubleshooting. (4 reviews) - Users commend the **reliability** of Help Lightning, appreciating its consistent performance and effective support for technical troubleshooting. (3 reviews) - Users value the **effective team collaboration** of Help Lightning, enhancing support and quickly resolving issues with customers. (3 reviews) - Easy Access (2 reviews) - Intuitive (2 reviews) - Users appreciate the **remote support capabilities** of Help Lightning, enhancing assistance with real-time visual interaction and guidance. (2 reviews) - Users appreciate the **security of customer data** with Help Lightning, enhancing trust and peace of mind. (2 reviews) - Users commend Help Lightning for its **exceptional service quality** , emphasizing ease of use and effective customer support. (2 reviews) **What users dislike:** - Users experience **delay issues** with screensharing timeframes and video downloads that hinder smooth troubleshooting. (4 reviews) - Users experience **connectivity issues** , especially with multiple participants, leading to disrupted sessions and frequent disconnections. (3 reviews) - Users often face **disconnection issues** with screen sharing, requiring frequent reconnections and leading to frustration. (3 reviews) - Users face issues with **frequent screen sharing disconnections** and unclear reconnection steps, impacting their experience. (2 reviews) - Users experience **connectivity drops** due to high bandwidth usage, and find the admin data visuals lacking detail. (1 reviews) - Users experience **audio issues** with Help Lightning, including lag and freezing during sessions. (1 reviews) - Users experience **connection issues** that make starting calls difficult and can lead to disconnections during troubleshooting. (1 reviews) - Control Issues (1 reviews) - Login Issues (1 reviews) - Mobile App Issues (1 reviews) ## Help Lightning Reviews ### 1. Help Lighting the Deciding Factor **Rating:** 5.0/5.0 stars **Reviewed by:** Angel M. | performance specialist leadership, Enterprise (> 1000 emp.) **Reviewed Date:** May 31, 2023 **What do you like best about Help Lightning?** healpthread keep the conversation alive untill the solution is found **What do you dislike about Help Lightning?** Wording on user side of process and connection /consistancy a little tough getting the call actually going **What problems is Help Lightning solving and how is that benefiting you?** Type of issue range from Thermostat wiring , working with devices as security devices IOT ,diagram confirmation,walkthough device location and site evaluation. ### 2. Help Lightning: Instant Visual Support Made Easy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Machinery | Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2021 **What do you like best about Help Lightning?** I really appreciate Help Lightning for its ease of use, especially with any user on a cellular device, which makes it incredibly accessible. Over the past three to four years, Help Lightning has evolved significantly, making the setup process with customers much simpler than it used to be. This evolution shows how responsive and adaptive the service is to user needs. Help Lightning effectively addresses the challenge of viewing what a customer sees, thus allowing many on-site problems to be resolved without the need for sending a service technician, which I find to be a huge benefit and time saver. The feature of freezing frames and sharing screens is particularly useful and stands out to me. Additionally, the quality of feedback provided by Help Lightning contributes to its overall value, making it a service I would consider purchasing again due to its efficiency and the clarity it offers when assisting customers in technical troubleshooting. The reliability and effectiveness of the tool are evident, and it deserves a high recommendation, which I would rate as a nine out of ten. **What do you dislike about Help Lightning?** NA **What problems is Help Lightning solving and how is that benefiting you?** Help Lightning helps me see what a customer sees, solving remote troubleshooting issues and eliminating the need for on-site technician visits. ### 3. Ulises Ramirez Mestizo HL Review America **Rating:** 5.0/5.0 stars **Reviewed by:** Ulises R. | Quality Assurance Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** October 21, 2025 **What do you like best about Help Lightning?** To our product, every single feature is useful, We use this application on a daily basis for every type of issues. This has led to fulfill our customer support and interactions suffessfully. We are very grateful for all the positive impacts of the application. **What do you dislike about Help Lightning?** The only feature we have not been able to use, apparently, due to a security limitation is the screensharing. **What problems is Help Lightning solving and how is that benefiting you?** HL is solving all type of cable connection issues, to identify physical damages, this has led to avoid Technicians on site. ### 4. Helplighting review **Rating:** 5.0/5.0 stars **Reviewed by:** Diego L. | Service desk analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** February 06, 2025 **What do you like best about Help Lightning?** Is very helpful with the assistance to the users **What do you dislike about Help Lightning?** The Quality of the video and the speed of download **What problems is Help Lightning solving and how is that benefiting you?** Most about the issue with the connections of power, ethernet cables and also devices ### 5. Great for Remote Troubleshooting, But Call Drops When Multitasking **Rating:** 5.0/5.0 stars **Reviewed by:** Adrian A. | Command Center Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** October 21, 2025 **What do you like best about Help Lightning?** It makes easier to guide the users to perform troubleshooting on network devices avoiding technician visits **What do you dislike about Help Lightning?** Sometimes when the user needs to use the phone for another app, the call drops and the user needs to reopen the link **What problems is Help Lightning solving and how is that benefiting you?** Recover network connectivity ,and check the power and cabling of the network devices ### 6. Great for User Insights, But Repetitive Logins Are Annoying **Rating:** 5.0/5.0 stars **Reviewed by:** marco r. | Service Desk Analist, Small-Business (50 or fewer emp.) **Reviewed Date:** October 22, 2025 **What do you like best about Help Lightning?** It helps you to have a better approaching to the user´s issues **What do you dislike about Help Lightning?** I dont like the fact the programs needs to be opened and log in each time you need to use it **What problems is Help Lightning solving and how is that benefiting you?** It is helping me to see wiring for locations i need to ### 7. Visually Appealing and User-Friendly, But Video Downloads Are Slow **Rating:** 4.0/5.0 stars **Reviewed by:** Kevin M. | Service Desk Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** October 21, 2025 **What do you like best about Help Lightning?** It make things more visually and easy to see **What do you dislike about Help Lightning?** It takes a little while to download the video **What problems is Help Lightning solving and how is that benefiting you?** I can see wires and things that normally some people who does not work on SD will not know ### 8. Live help in a virtual world **Rating:** 5.0/5.0 stars **Reviewed by:** Dave M. | Program Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 05, 2025 **What do you like best about Help Lightning?** My go-to praise for Help Lightning is its sheer ease of use in launching a call. It doesn't require an app download and is literally just a click away. Connecting to a live expert via a video chat that comes with additional features and resources to resolve issues quickly and conveniently is vital for a top-notch customer experience. It ensures quick resolutions without the need to deal with AI or chatbots. As a business and as a customer, not having to wait for someone to come on-site, but rather getting my issue resolved immediately, is the experience everyone needs. The platform's intuitive interface and robust capabilities make troubleshooting seamless. The clarity of the video and the ability to share visuals in real-time significantly enhances the support process. Help Lightning truly sets a new standard for remote assistance, making it an indispensable tool for any business aiming for efficient and effective customer support. **What do you dislike about Help Lightning?** Difficult to have any dislikes about a product that provides so much ease of use and improves the customer expereince. The support team is quick to respond to any issues or requests for improvement. **What problems is Help Lightning solving and how is that benefiting you?** Help Lightning is providing customer resolutions for our business, which allows our customers to maintain equipment run time while operating and supporting thier customers. We also avoid dispatching field technicians on site, which provides our business with cost savings and improves overall customer satisfaction. Additionally,Help Lightning allows our remote team to speak to the customer, identify the likely cause of issues that require a field dispatch which in turn allows our technicians to resolve the customer needs more efficiently. ### 9. Innovative Virtual Support, Now with Improved Multi-User Connections **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Packaging and Containers | Small-Business (50 or fewer emp.) **Reviewed Date:** October 21, 2025 **What do you like best about Help Lightning?** Very user-friendly! Over the years, Help Lighting has been very innovative in its capabilities, trying to find outside the box ways of assisting in virtual support. It has been very helpful in completing tasks with our customers when we cannot be there in person. **What do you dislike about Help Lightning?** I have had difficulties connecting, especially with three or more people. Though, this has improved significantly! **What problems is Help Lightning solving and how is that benefiting you?** We are resolving issues faster, and finding root causes before spending the money to travel to our customers, sometimes very last-minute. ### 10. Great instant support making the job more efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2025 **What do you like best about Help Lightning?** Live annotations features which is different from other apps **What do you dislike about Help Lightning?** Sometimes the connectivity drops because of signal so it seems it uses a high bandwidth The data visuals on the admin platform are not very detailed **What problems is Help Lightning solving and how is that benefiting you?** No need to travel because I can provide instant support ### 11. A very user friendly remote assistance tool both for your business team and your customers! **Rating:** 4.5/5.0 stars **Reviewed by:** Alistair P. | Operations and Training Lead - Asia Pacific, Mid-Market (51-1000 emp.) **Reviewed Date:** February 23, 2024 **What do you like best about Help Lightning?** Very simple tool to implement for your team. Easy to promote to your customers being that there are no app purchases or sign on requirements. The team at Help Lightning are very supportive and always looking to help you improve your experience regardless of your location and Timezone - great support! **What do you dislike about Help Lightning?** I don't have any dislikes as my requests for any support are promptly met - thank you HL team **What problems is Help Lightning solving and how is that benefiting you?** We can support our remote customers much faster and in turn give our field team a better work/life balance. Our customers love the tool and see great value out attempts to support them further in their operations. ### 12. Very helpful but I would like to have more than 2 minutes in the screen sharing option **Rating:** 4.0/5.0 stars **Reviewed by:** Juana Q. | Service Desk Agent, Enterprise (> 1000 emp.) **Reviewed Date:** February 06, 2025 **What do you like best about Help Lightning?** I love the tool for screensharing because I can guide the users properly or I can record the error the user is encountering and sent it to Level 2 teams. Specially for LUCE issues. **What do you dislike about Help Lightning?** But at the same time I don´t like the time frame for the screensharing. I can undesrtand that maybe is a security method but it would be great if it last at least 5 minutes. Also I don´t like that videos take a lot to download. **What problems is Help Lightning solving and how is that benefiting you?** Hardware issues, helping to solve it in a remote way Applications issues Access issues ### 13. Vivint Help Lightning **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 04, 2025 **What do you like best about Help Lightning?** Help Lightning is a great tool for our specialists and customers to effectively understand each customer's unique situation in their home with their security system. It allows us quickly understand how their equipment is set up and guide the customer through more specific and effective troubleshooting steps, especially when it comes to physical placement/issues and certain customizable software settings. **What do you dislike about Help Lightning?** The only downside is that we currently have to send a link to the customer which can slow the process, but we have plans to integrate it more fully into our systems to make it a seamless experience. **What problems is Help Lightning solving and how is that benefiting you?** It allows us to check the physical installation and configuration of products as well as guide the customer through the settings on their system more easily than attempting to explain it verbally. ### 14. Great Platform, with even better support **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew R. | Virtual Assist Lead, Enterprise (> 1000 emp.) **Reviewed Date:** February 05, 2025 **What do you like best about Help Lightning?** Help Lightning helps us to provide an extended level of Virtual assistance to our customers. The seamless transfer from chat to video call provides a professional approach. **What do you dislike about Help Lightning?** Being able to personalise our call initiation message will be a game changer when that update is available. Eliminating any risk of the initial invite being disregarded as spam. **What problems is Help Lightning solving and how is that benefiting you?** Help Lightning helps us to assist customers with technical support to solve problems quickly. Saving operational downtime and allowing our teams time to focus on other tasks. ### 15. Great use **Rating:** 5.0/5.0 stars **Reviewed by:** Donovan W. | Helpdesk Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2024 **What do you like best about Help Lightning?** I love using help lighting because it is a great way to assist customers in helping them resolve their cash recyler issues. You do not have to worry about harvesting data or downloading/paying for anything which gives the end user piece of mind. I also love the draw functions on HL which help guide the customers to the right place. **What do you dislike about Help Lightning?** The only down side to HL is that sometimes it can lag really badly and sometimes the picture mode doesn't always work because the screen will freeze. **What problems is Help Lightning solving and how is that benefiting you?** HL helps me resolve issues with the customers in removing note jams and getting pictures to send to supervisors when parts are broken. ### 16. Very useful! **Rating:** 5.0/5.0 stars **Reviewed by:** Jair L. | Service Desk Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** February 06, 2025 **What do you like best about Help Lightning?** I like that is an easy and fast way to see the point of view from someone who is far from us. **What do you dislike about Help Lightning?** The screen sharing functions goes to black after some time (it lasts a little more than 2 minutes). **What problems is Help Lightning solving and how is that benefiting you?** Issues with wiring on point of sales, issues with mobile devices. ### 17. Excellent service **Rating:** 5.0/5.0 stars **Reviewed by:** Ana V. | QA Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** February 05, 2025 **What do you like best about Help Lightning?** The share screen is ideal to guide user. **What do you dislike about Help Lightning?** Issues with the connection, sometimes disconnect in the middle of the troubleshoot **What problems is Help Lightning solving and how is that benefiting you?** Sometimes is very diffcult to know what the user is talking about, with Helplighting we are able to stablish a video call communication where I can see and guide the user. ### 18. Good tool, but experience can be better **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 06, 2025 **What do you like best about Help Lightning?** To be able to assist users through their camera or their screen to help them resolve their issues with a better and interactive guidence **What do you dislike about Help Lightning?** The situation where the screen sharing gets disconnected from time to time and users have to reconnect and sometimes users don't understand how to do it again. **What problems is Help Lightning solving and how is that benefiting you?** To be able to be connected with the user through video and makes resolving tech issues so much better, like checking cable connections, network issues, hardware situations, and others. ### 19. Problem solving in a short time **Rating:** 5.0/5.0 stars **Reviewed by:** Fabian M. | Gerente regional Latinoamérica, Mid-Market (51-1000 emp.) **Reviewed Date:** February 06, 2025 **What do you like best about Help Lightning?** Easy to use, very good image quality, augmented reality, and the most notable feature is the speed of assistance. **What do you dislike about Help Lightning?** So far there is nothing, only opportunities for improvement with the connection, but unfortunately it depends on external factors. **What problems is Help Lightning solving and how is that benefiting you?** There are no problems. ### 20. This tool has brought a better way of troubleshooting **Rating:** 5.0/5.0 stars **Reviewed by:** Ulises R. | Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** February 05, 2025 **What do you like best about Help Lightning?** Drawing features since those help better point out the elements on the video for users to help **What do you dislike about Help Lightning?** I cant really think of something I ont like about this application. **What problems is Help Lightning solving and how is that benefiting you?** Verifying CPU server, Cable connections, modem connections, point of sales, peripherals. ### 21. Help Lightning is the best! **Rating:** 5.0/5.0 stars **Reviewed by:** Zoie W. | Project Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** February 04, 2025 **What do you like best about Help Lightning?** This tool has been invaluable for our specialists in assisting our customers. We use it every day and have truly appreciated its impact. Additionally, working with the team at Help Lightning has been a fantastic experience. They’re always quick to respond, and their support has been incredibly helpful. **What do you dislike about Help Lightning?** I wouldn't change a thing. They are good at what they do! **What problems is Help Lightning solving and how is that benefiting you?** It helps us in troubleshooting with customers so we can see what they are talking about. ### 22. Great Resource **Rating:** 4.5/5.0 stars **Reviewed by:** Norberto C. | Business Sytems Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** February 05, 2025 **What do you like best about Help Lightning?** Very helpful tool for my team and our support folks who work with hospital staff. Some of the staff we work with has limited time and needs quik resolutions to their issues. Help Lightning enables our support folks to quickly see and diagnose issues whih translates to a quicker resolution and happier customer **What do you dislike about Help Lightning?** There is not anything I can say I dislike **What problems is Help Lightning solving and how is that benefiting you?** Diagnosing issues with machines, parts and testing ### 23. An impressive tool that helps us solve our clients' problems faster. **Rating:** 5.0/5.0 stars **Reviewed by:** Juan S. | Gerente Regional, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2025 **What do you like best about Help Lightning?** The functionality of the tool is as if you were with the client, addressing their problem and trying to solve it, which makes it easier to understand the problem and assist the client. **What do you dislike about Help Lightning?** I don't see any application that isn't useful, maybe there are some that are used less frequently. That's all. **What problems is Help Lightning solving and how is that benefiting you?** The tool helps me solve problems that my clients have. ### 24. An aplication that helps you saves up time. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Chemicals | Small-Business (50 or fewer emp.) **Reviewed Date:** February 11, 2025 **What do you like best about Help Lightning?** I like that I can freeze the image and accurately show how to solve it **What do you dislike about Help Lightning?** I don't think there's anything I don't like about this app **What problems is Help Lightning solving and how is that benefiting you?** solve problems of going to the client and we benefit from the time for the strategy of winning new customers **Official Response from Kevin Johnson:** > It's great to hear that Help Lightning is helping you save time and solve customer problems efficiently. We're happy to be a part of your support strategy. Thank you for the positive review! ### 25. Great tool for customer support. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Chemicals | Enterprise (> 1000 emp.) **Reviewed Date:** February 05, 2025 **What do you like best about Help Lightning?** The possibility to freeze the image and make annotations in real time. **What do you dislike about Help Lightning?** The use in Brazil is hindered by the low quality of internet connections on the clients' site. **What problems is Help Lightning solving and how is that benefiting you?** Remote troubleshooting of failures in equipment installed at clients. ### 26. Making service calls more impactful and fast **Rating:** 5.0/5.0 stars **Reviewed by:** Stephen R. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 23, 2024 **What do you like best about Help Lightning?** There are a handful of likes I could talk about with Help Lightning, but here are the main ones. First, seeing what the user on the other side sees is instrumental in providing top-notch support, achieving faster service times, and improving repair confidence. Second, the Help Lightning UI tools allow for drawing or pointing out items on the screen that are easily viewed by the user receiving support. **What do you dislike about Help Lightning?** There really isn't anything to dislike about Help Lightning. The only downside is the quality of the call is at the mercy of the end user's device. Having a good connection is often the only potential drawback. **What problems is Help Lightning solving and how is that benefiting you?** Help Lightning provides visual access to what the user sees, allowing our technical teams to provide exceptional service, leading to faster repairs, instant screenshots for reporting, and video that can be utilized later for training purposes. ### 27. A great tool for helping remote employees resolve issues **Rating:** 4.5/5.0 stars **Reviewed by:** Cameron W. | Enterprise (> 1000 emp.) **Reviewed Date:** January 25, 2024 **What do you like best about Help Lightning?** Works great and is a very useful tool to use for remote troubleshooting. Saving videos for later review is excellent and the layover functionality is a game changer. One of the best things is that the developers are engaged and constantly working to improve the functionality of this already wonderful tool. **What do you dislike about Help Lightning?** The UI can be somewhat clunky and looks out-dated. **What problems is Help Lightning solving and how is that benefiting you?** Getting and retaining information from remote technicians. Additionally, being able to show remote technicians via the overlay in real time. ### 28. Right Support at Right Time **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Mechanical or Industrial Engineering | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2024 **What do you like best about Help Lightning?** Help lightning gives peace of mind as customer data is secure. I like the way it gets connected easily and establish the connection to end user with good video & audio clarity. **What do you dislike about Help Lightning?** All the feattures are good for help lightning. I do not dislike anything however need one finctionality i.e captureing details of end user, need to develop. **What problems is Help Lightning solving and how is that benefiting you?** Help lightning solve our critical issues on time and save cost, travel and downtime for customers. ### 29. Help Lightning **Rating:** 5.0/5.0 stars **Reviewed by:** Gilbert D. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2023 **What do you like best about Help Lightning?** it is of great help to be able to view what our clients are seeing especially since we do customer support on troubleshooting a wide variety of products. Its like almost being in the home and working on the equipment hands on. **What do you dislike about Help Lightning?** That it is not compatible with some phones. Especially android phones. There have been instances where it will not allow viewing live cam on my side while the image generates on the client's side. Another issue is it drastically impact the performance of my computer. Will be installing more RAM to help this and possibly a better video card if needed to help performance. This could be issue with my PC **What problems is Help Lightning solving and how is that benefiting you?** Customer issues with hardware. Able to view the status lights of several devices we use for our outdoor cameras. Actual breakdowns of equipment to verify the damage. Overall, it is just general troubleshooting to instruct clients on what exactly to do if we are there by their side. ### 30. A necessary tool for any customer service roll **Rating:** 5.0/5.0 stars **Reviewed by:** Alexander B. | Enterprise (> 1000 emp.) **Reviewed Date:** June 05, 2023 **What do you like best about Help Lightning?** Help Lightning brings together technologies that I, as a technical support agent, already use (text chat, photos, videos, and live video calling) and brings them together in one coherent package. IF that were all it did, it would be a worthwhile product. Help Lightning has integrated a camera-in-camera overlay that allows me (using a document camera and a white background) to reach into my customer's screen and show them exactly what I need them to do. To say that this is a game-changer in technical support is an understatement. **What do you dislike about Help Lightning?** Because the program has been advancing quickly, I have found that there are instances where the customer-side program is not intuitive for the user. There are times when the user will get a text or call and close out of the call without understanding how to get back into it, or when they do get back into it, can no longer transmit video. **What problems is Help Lightning solving and how is that benefiting you?** The camera-in-camera feature, by far, is the best part of the program. My department is very limited. There are only 3 of us that serve the entire country. If we had to fly out every time there was a problem, the cost would be astronomical. With this program, I can be by a technician's side whether they are in my state, or on the other side of the planet. ### 31. Great tool to help us with our pain points in our industry! **Rating:** 5.0/5.0 stars **Reviewed by:** Wouter L. | Virtual Marketing Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 30, 2023 **What do you like best about Help Lightning?** We adore the user-friendly interface of Help Lightning which makes it incredibly easy to use. The fact that anyone can be invited via email or text message without the need for an account is a great feature. Additionally, we make use of the augmented reality feature which works seamlessly with our glasses. **What do you dislike about Help Lightning?** In our opinion, the only drawback would be the price which we find a bit steep. However, we acknowledge that you get what you pay for, so for some, this may not be a downside. **What problems is Help Lightning solving and how is that benefiting you?** Thanks to a new method, we can now monitor our livestock in the field without the need for many people to be physically present. This is very beneficial for us as we are concerned about maintaining biosecurity. By using this approach, we can minimize the number of people entering the area, thus reducing our biosecurity risks. Moreover, we use this technique for training and on-boarding without having to physically transport our customers or internal staff to different sites. Additionally, we also utilize it for maintenance purposes, which means our outside technicians do not need to visit our location as frequently as we can now handle it ourselves. ### 32. Help Lightning is an innovation in there AR industry **Rating:** 5.0/5.0 stars **Reviewed by:** Mark S. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 17, 2023 **What do you like best about Help Lightning?** Pictures and video elevate typical phone troubleshooting. Help Lightning puts your hands in front of the customer without having to be there and reduces the confusion of different terminology. **What do you dislike about Help Lightning?** There is a call center mode which mutes the audio when working on a traditional phone call, but there is no way to change audio from inside of a session. You currently have to end the call, change workspace and restart the call **What problems is Help Lightning solving and how is that benefiting you?** Reducing repeat calls or emails, allowing remote techs to identify and diagnosis the issue in super time, allowing them to focus tier needs onto the next customer. ### 33. Best program I couldve gotten **Rating:** 4.5/5.0 stars **Reviewed by:** Logan A. | Field Operations Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** May 31, 2023 **What do you like best about Help Lightning?** It allows me to be able to help customers in a way I could never for before. I can see everything clearly and guide them on what to do and it has made me far more efficient in what I do. **What do you dislike about Help Lightning?** I occasionally run into major networking issues, and some compatibility issues with my programs can sometimes cut my audio but even then they help lightning team helps me so much that I don't have much to complain about. **What problems is Help Lightning solving and how is that benefiting you?** It is solving me not being able to see customers issues so I can properly guide them on what to do, as well as it allows me to rule out any user errors that may appear. ### 34. A great experience using Help Lightning **Rating:** 5.0/5.0 stars **Reviewed by:** Chris H. | Instructor, Enterprise (> 1000 emp.) **Reviewed Date:** May 30, 2023 **What do you like best about Help Lightning?** Help Lightning has made my virtual troubleshooting experience more interactive with the customer I am assisting. Help Lightning allows me to be onsite with my customer virtually, see the same thing my customer is seeing and direct my customer to perform tasks based on my assessment of the equipment in question. **What do you dislike about Help Lightning?** Help Lightning depends on the customer's cell service calling for support. **What problems is Help Lightning solving and how is that benefiting you?** Help Lightning allows me to see firsthand what the customer is experiencing to help troubleshoot issues and point out other problems that may go unnoticed by the customer. ### 35. Tennant Technical Assistance Center **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Mechanical or Industrial Engineering | Small-Business (50 or fewer emp.) **Reviewed Date:** June 07, 2023 **What do you like best about Help Lightning?** If a picture is worth a thousand words, and a video is worth a thousand pictures, HelpLightning AR is worth a thousand videos! When in a technical pickle, video interactivity is the key to guaranteed success. **What do you dislike about Help Lightning?** Outside connectivity (cellular or WiFi). Most customer want to participate in the interactivity, but some of their devices or bandwidth availability can be limited. This isn't a HL issue, but the most common limitation. **What problems is Help Lightning solving and how is that benefiting you?** HL is consistently & strategically updating the User Interface to improve efficiency and user-friendliness. Improvements to the UI have been greatly received by all users. Prior to launch, Scott shares communication of what is changing with UI updates via online videos, which are quick & very helpful. ### 36. Continued Innovation First Class Support **Rating:** 5.0/5.0 stars **Reviewed by:** Zach M. | Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 07, 2023 **What do you like best about Help Lightning?** Support better than peers and overall relationship with vendor is first class. Goes above and beyond to help accomplish our internal goals. **What do you dislike about Help Lightning?** A little more flexibility for screen sharing **What problems is Help Lightning solving and how is that benefiting you?** Taking our virtual, support, and training teams to the next level by creating additional cost savings without negatively impacting the quality or execution of our teams. ### 37. Great tool with AR features that makes it easier to guide the user and solve issues instantly **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** May 30, 2023 **What do you like best about Help Lightning?** Easy connectivity using the App and features to help guide the users at ease. **What do you dislike about Help Lightning?** So far the experience has been good and dont have any dislikes to add. **What problems is Help Lightning solving and how is that benefiting you?** To guide the users in performing checks of hardware. Its benefiting us by reducing the time to fix the issues and improve the end-user experience ### 38. Help Lightning really helps field technicians succeed! **Rating:** 5.0/5.0 stars **Reviewed by:** Terry A. | Technician Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 21, 2021 **What do you like best about Help Lightning?** I like that Help Lightning allows us to put a remote expert in the same room as any of our field technicians. Using the Help Lightning tool has sped up our time to find a fix by 25% saving time and money. **What do you dislike about Help Lightning?** At the beginning there was some issue with connectivity in the environments where our technicians work but recent upgrades done by Help Lightning have resolved them. **Recommendations to others considering Help Lightning:** Work with HL team during rollout of the product. They offer excellent support and ideas. **What problems is Help Lightning solving and how is that benefiting you?** We use Help Lightning to help our field technicians troubleshoot commercial foodservice equipment nationwide. Benefits we have seen include a decrease in parts ordered and 25% reduction in finding the proper fix. ### 39. Help Lightning virtual assistance **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Printing | Mid-Market (51-1000 emp.) **Reviewed Date:** December 13, 2021 **What do you like best about Help Lightning?** The user interface is clean and easy to use even for 1st time users. Easy to use to communicate and assist with merged reality to colleagues at faraway sites was a breeze if internet connections are good. **What do you dislike about Help Lightning?** Had some issues at areas with poor data networks in earlier versions but new improvements have reduced such instances. Need a white surface for camera when providing help in merged reality. Sometimes not so easy to find white surface when u need Haha. **What problems is Help Lightning solving and how is that benefiting you?** We used it to provide virtual assistance for our engineers in South and South-East Asia. Merged reality allows instant collaborations between site engineers and 2nd level support. Sharing photos and service information with pointers also becomes so much easier. Less time wasted trying to understand the issues faced by field. Less unnecessary dispatch and 2nd visits to resolve cases. ### 40. Unique application with merged reality **Rating:** 5.0/5.0 stars **Reviewed by:** Neerav M. | Dy General Manager - Digitalization, Enterprise (> 1000 emp.) **Reviewed Date:** April 01, 2021 **What do you like best about Help Lightning?** Unique features like merged reality, continual system improvements, simplified licensing model, Dedicated customer support **What do you dislike about Help Lightning?** Limitation of nos of participants in a virtual meeting. (It's increased to 6 per call) but still, that is the bottleneck) **Recommendations to others considering Help Lightning:** HL carries many unique features which are missing in other popular collaboration platforms. Limitation of maximum 6 participants per call is the bottleneck for some key usecases. **What problems is Help Lightning solving and how is that benefiting you?** Remote communication spacially during Covid outbreak / travel restriction. **Official Response from Tim Tyrell-Smith:** > Hi Neerav and thanks for sharing your review of Help Lightning. We're glad to hear about your positive user experience and you can look forward to an upcoming update to address one of the needs you identified. ### 41. Very convenient and Extremely helpful. **Rating:** 5.0/5.0 stars **Reviewed by:** Andre W. | Help Desk Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2021 **What do you like best about Help Lightning?** I believe Help Lightning is relatively easy to use. It helps to work with customers who may not be as familiar with our products as much as we are. It helps reduce confusion and makes work easier for me by giving the customer and me a face-to-face experience remotely. In addition, the best part about using Help Lightning is that customers I use this app with always seem to be amazed and impressed when using it! **What do you dislike about Help Lightning?** One issue that I come across now and then while using Help Lighting is connectivity issues. The app will lag, freeze, and skip now and then due to poor connectivity. The issue may be due to the site's connection, so it is not a fault on the app's part. In addition, the app also seems to have trouble with users who have an Andriod, which unfortunately reduces the number of customers that could use this app. **Recommendations to others considering Help Lightning:** It is a great app worth trying out! Very easy to use and is excellent for problem-solving any issues remotely! **What problems is Help Lightning solving and how is that benefiting you?** One of the benefits that I realized when using Help Lightning is how much easier it makes customer interactions. The ability to circle/draw on the screen also helps guide a customer by pinpointing specific areas that may be hard to find. I use Help Lightning often whenever a customer comes across a problem with one of our products. It allows me to better look at the issue, which ultimately leads to me resolving problems at a much faster pace. **Official Response from Tim Tyrell-Smith:** > Thank you, Andre for taking the time to share your feedback on Help Lightning. That face-to-face experience really does help! As you might expect, we are constantly working to help mitigate any issues relating to connectivity. Concerning Android, we will research if anyone else has reported this and get back with you! ### 42. Great Expectations! **Rating:** 5.0/5.0 stars **Reviewed by:** Berlin G. | Field Service/Phone Support Technician, Enterprise (> 1000 emp.) **Reviewed Date:** April 02, 2021 **What do you like best about Help Lightning?** Help lightning is a great platform that enhances my opportunity to connect with our customers in real time,utilizing state of the art troubleshooting that creates a positive and efficient customer service experience. **What do you dislike about Help Lightning?** Sometimes visual clarity is challenging. **What problems is Help Lightning solving and how is that benefiting you?** It assists me with specifics because I can pinpoint exacltly the area of importance to focus on and to save time and money by not having to travel to a customer's site to perform services. **Official Response from Tim Tyrell-Smith:** > Thank you Berlin for the video review! So glad to hear that Help Lightning helps you be more precise in solving problems for your customers. Achieving successful repairs at a lower cost sounds like a win to us. Your customers are lucky to have you - we're glad to be a part of toolbox! ### 43. Outstanding easy to adopt virtual support solution **Rating:** 5.0/5.0 stars **Reviewed by:** Tim S. | Senior Vice President and General Manager Service Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2021 **What do you like best about Help Lightning?** No hardware to purchase so easily used by nearly everyone on the planet via a mobile device with a camera. **What do you dislike about Help Lightning?** Slight adoption curve with acceptance by seasoned technicians as they don't see themselves needing a "help" tool given their experience. **What problems is Help Lightning solving and how is that benefiting you?** Using Help Lightning, we can now conduct training, quality checks, compliance, audits, checklists without any travel and within seconds. It speeds up problem-solving and helps promote our culture in one virtual session. ### 44. Powerful merged reality solution that enable remote support by connecting onsite teams to experts **Rating:** 5.0/5.0 stars **Reviewed by:** Guillaume C. | Regional IT Leader, Enterprise (> 1000 emp.) **Reviewed Date:** April 04, 2021 **What do you like best about Help Lightning?** Easy to install and use. User Interface (UI) is very intuitive and activating Merge Reality is automated while choosing a role. You do not require specific devices as it works fine on Mac, PC, iPhones, Ipad and even Smart Glasses (realwear). The merge reality feature is very efficient to show & demonstrate how to solve the problem. It doesn't require to be intensively trained to use the application and we can also connect external parties for one time call. Every releases improve the user experience. The support team is very reactive and always listen to our feedback. **What do you dislike about Help Lightning?** Video recording feature is limited: can not do pause or stop the recording without closing the call. There are some limitations of the solution: no chat feature, only 3 participants, only pictures/PDF can be shared. We know that the team is working to improve it. **Recommendations to others considering Help Lightning:** Help Lightning team is very helpful for demonstrate, integrate or train your employees in your organization. The application is working in low bandwith too and works in almost all devices. It is a great alternative solution to other video communication solution with live Merged Reality capabilities. **What problems is Help Lightning solving and how is that benefiting you?** in 2019, we started with a 6 weeks pilot and started building use cases with business partners. Early 2020, during COVID pandemic, we rolled-out the solution in all continents of our organization, as many technical crews & engineers could not travelled. Help Lightning enabled us to continue delivering for our customers by proposing remote support, virtual audit, remote installation and eliminate some administrative tasks by connecting the right people together. Now we are looking to more integration of Help Lightning in our processes and look for more automation within ERP & IT systems. As the software is working in almost any devices, we did not invest in purchasing Ipad or specific equipments to make it working - for us it was a key enabler to deploy it faster globally. **Official Response from Tim Tyrell-Smith:** > Hello Guillaume - thank you for a detailed review and explanation of how you got started with Help Lightning. The ability to deploy quickly is such an important part of helping customers see early value. We look forward to sharing a number of upcoming improvements with you - the engineering team is busy developing some great new features! ### 45. A great tool to provide customer support **Rating:** 4.5/5.0 stars **Reviewed by:** Stefano B. | EU System Support Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 21, 2021 **What do you like best about Help Lightning?** Easy to use. Good quality. Even without merged reality, it can make a huge difference in a troubleshooting session. **What do you dislike about Help Lightning?** Some phone models require downloading the app, but it is a minor inconvenience. **Recommendations to others considering Help Lightning:** Do not hesitate to contact HL support if you have problems. They are very quick at replying. **What problems is Help Lightning solving and how is that benefiting you?** I help customers troubleshooting issues with our products. Our products are complex and delicate machines that require precise handling. By providing effective remote support, we avoid sending an engineer for the repair, and we reduce the downtime of the instrument. **Official Response from Tim Tyrell-Smith:** > Hello Stefano and thanks for your review. So glad to hear that you are getting value in troubleshooting calls. We hear that a lot! ### 46. Remote assistance at it's best **Rating:** 5.0/5.0 stars **Reviewed by:** Juan C. | Senior Manager - National Field Services , Mid-Market (51-1000 emp.) **Reviewed Date:** August 17, 2021 **What do you like best about Help Lightning?** I love the ease of use. It required minimal training for the end-user and, it is very intuitive for the recipient of the service. **What do you dislike about Help Lightning?** I don't know if there is anything to like. **What problems is Help Lightning solving and how is that benefiting you?** We are using HL to avoid unnecessary dispatches of a field service technician, which is a cost-saver for the organization and the customer. It also helps to minimize downtime for the customer. It also allows for field services resources to be deployed to urgent problems, and al **Official Response from Tim Tyrell-Smith:** > Hi Juan! Thanks for taking the time to share your feedback on Help Lightning. Great to hear you are finding the software easy to use and intuitive! ### 47. HL Play **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Mechanical or Industrial Engineering | Small-Business (50 or fewer emp.) **Reviewed Date:** December 13, 2021 **What do you like best about Help Lightning?** Virtual reality connection for value added engagement **What do you dislike about Help Lightning?** Limitations to annotation and reach in on recordings **Recommendations to others considering Help Lightning:** Need the regulatory compliance securities for Military grade usage **What problems is Help Lightning solving and how is that benefiting you?** Projects virtuals, gemba walks, product transfers, supplier visits ### 48. Simple To Use Game Changer **Rating:** 5.0/5.0 stars **Reviewed by:** Tim S. | SVP & GM Service Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2021 **What do you like best about Help Lightning?** Besides the great functionality of getting help fast where needed, it is straightforward to use. While Help Lightning gives tremendous and ongoing support, very little is required to start using it and getting the value. **What do you dislike about Help Lightning?** There is nothing to dislike but any little nuance that might have existed the Help Lightning team continues to innovate to resolve. For example, at launch, you could only have a two-party conversation; now, you can quickly and easily add a third. We use the tool hundreds of times throughout the week and love it. **Recommendations to others considering Help Lightning:** I have shopped around, attended service industry events, and demonstrated many products....Help Lightning is the easiest to use, quickest to adopt, and best-supported product currently available. **What problems is Help Lightning solving and how is that benefiting you?** We incorporate the opportunity to use remote help with every single work order we dispatch. Using it while our techs are on site has increased customer satisfaction and reduced costs by shortening time on site, decreasing equipment downtime, decreasing parts consumption, and getting the tech on to the next call faster. **Official Response from Tim Tyrell-Smith:** > Hi Tim and thanks so much for your review. Glad to hear that you continue to experience a fast time to value. And, on your decision to include Help Lightning in every work order, we're seeing more customers follow your lead on this. Keep the feedback coming! ### 49. We experienced a very fast and efficient implementation, userfriendly solution **Rating:** 5.0/5.0 stars **Reviewed by:** Roel R. | Vice President Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2021 **What do you like best about Help Lightning?** Efficient interaction between 2 parties using the mixed video stream **What do you dislike about Help Lightning?** sometimes we do experience connection issues **Recommendations to others considering Help Lightning:** This solution can be an addition to, and part of your on site services; it will not eliminate on site services, however can be complementory both by increasing efficiency in your operations (remote diagnose instead of on site diagnose), provide a fast response to customers, as well as internally to guide and assist junior field technicians. Check out using wearables when hands free is required **What problems is Help Lightning solving and how is that benefiting you?** - Remote Support between technicians - Remote site inspections and readiness checks - Remote 1st diagnose, eg with warranty issues - Factory Acceptance Tests **Official Response from Tim Tyrell-Smith:** > Thanks Roel for taking the time to write a review. It's great to hear about the variety of use cases you shared along with the associated positive outcomes. We know how important it is to get a quick resolution for end customers. Thanks again! ### 50. Time and Money Saving Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Renee V. | Technical Customer Service Rep, Enterprise (> 1000 emp.) **Reviewed Date:** April 02, 2021 **What do you like best about Help Lightning?** Help Lightning is a wonderful tool for saving time and money. My company uses it for 1st level technical troubleshooting. Many times, we troubleshoot when using this tool to resolve issues while connected with the customer to get them working immediately, and sometimes, we mail them a part. The tool can save a Technician from driving to the site and can get the customer up and running faster than waiting on a Technician. When we connect to the customers using this tool, they absolutely love the technology. **What do you dislike about Help Lightning?** Nothing that I don't like about this tool. **What problems is Help Lightning solving and how is that benefiting you?** Help Lightning is a wonderful tool for saving time and money. My company uses it for 1st level technical troubleshooting. Many times, we troubleshoot when using this tool to resolve issues while connected with the customer to get them working immediately, and sometimes, we mail them a part. The tool can save a Technician from driving to the site and can get the customer up and running faster than waiting on a Technician. When we connect to the customers using this tool, they absolutely love the technology. ## Help Lightning Discussions - [What is your biggest aim in producing this application ?](https://www.g2.com/discussions/52118-what-is-your-biggest-aim-in-producing-this-application) - 1 comment, 1 upvote - [Have you experienced connection issues in some countries?](https://www.g2.com/discussions/50229-have-you-experienced-connection-issues-in-some-countries) - 1 comment, 1 upvote - [View Help Lightning pricing details and edition comparison](https://www.g2.com/products/help-lightning/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-12+00%3A48%3A43+-0500&secure%5Bsession_id%5D=0d03ec5f-e199-4f4b-b968-44dc0fad58fd&secure%5Btoken%5D=841ebd124f01121e7109ff066b78b1f0c02a061025193da6ea8941f5b12b7d99&format=llm_user) ## Help Lightning Integrations - [ServiceNow App Engine](https://www.g2.com/products/servicenow-app-engine/reviews) ## Help Lightning Features **Content** - Guided Processes - Video - Content Management **Collaboration Tools** - Screen Sharing - Presentations - Whiteboarding - Live Chat - Hand Raising **Administration** - Screen Sharing - File Sharing - Session Recording - Unattended Remote Access - Multi - Session Handling **Remote Support** - Video chat - Live text chat - Ticket submitting **Remote Support - Remote Video Support** - Video Control - Live Feed - Video Interaction **Product Creation** - Deployment - Collaborate - Tag **Meeting Coordination** - Scheduling - Recording - Participant Permissions - One-Click Join **Hardware Integration** - Mobile phones - AR glasses - Tablets **Content - Remote Video Support** - Content Management - Instruction **Data Storage & Management** - IoT Data - Hardware - Scan **Software Type** - Mobile - Browser Application - Desktop Application **Communication ** - Text Chat - VoIP - Video Conference Call - Screen Annotations **Content** - Guided content - Content management - AR annotations **Platform - Remote Video Support** - Omni-channel - Self-Service - Usability **Security** - Data Encryption - Compliance **Agentic AI - Video Conferencing** - Autonomous Task Execution - Proactive Assistance - Decision Making **Device Support** - Mobile Device Access - Multi-Platform Support - Cross-Platform **Performance** - Reporting ## Top Help Lightning Alternatives - [TeamViewer](https://www.g2.com/products/teamviewer/reviews) - 4.5/5.0 (3,869 reviews) - [Zoho Assist](https://www.g2.com/products/zoho-assist/reviews) - 4.7/5.0 (675 reviews) - [AnyDesk](https://www.g2.com/products/anydesk/reviews) - 4.5/5.0 (1,072 reviews)