--- title: Help Lightning Reviews meta_title: 'Help Lightning Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 67 reviews by the users' company size, role or industry to find out how Help Lightning works for a business like yours. aggregate_rating: rating_value: 4.8 review_count: 67 scale: '5' date_modified: '2026-07-13' parent_category: name: Augmented Reality url: https://www.g2.com/categories/augmented-reality --- # 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 it simple to implement and support customers effectively. (8 reviews) - Users commend the **responsive customer support** from Help Lightning, enhancing efficiency and user satisfaction significantly. (6 reviews) - Users value the **screen sharing feature** of Help Lightning for its effectiveness in guiding and assisting customers. (4 reviews) - Users praise Help Lightning for its **reliable performance** , enhancing efficiency and customer satisfaction in troubleshooting scenarios. (3 reviews) - Users appreciate the **high service quality** of Help Lightning, finding it efficient and incredibly easy to use. (3 reviews) - Users value the **effective team collaboration** of Help Lightning, enhancing quick resolutions and customer satisfaction. (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) **What users dislike:** - Users experience **delay issues** that hinder smooth connection and can interrupt troubleshooting during calls. (6 reviews) - Users experience **connectivity issues** , particularly with larger groups, leading to frequent disconnections and confusion. (3 reviews) - Users experience **screen resolution issues** with lagging and disconnections during screen sharing, complicating their workflow. (3 reviews) - Users often face **screen sharing disconnections** and issues with the short time frame, which complicates usage. (3 reviews) - Users experience **connection issues** that make it difficult to initiate calls and can lead to disconnections during troubleshooting. (2 reviews) - Users experience **performance delays** with Help Lightning, including lag and frozen video screens during use. (2 reviews) - Users experience **connectivity drops** and find the data visuals on the admin platform lacking in detail. (1 reviews) - Users experience **audio issues** with Help Lightning, including lag and freezing during sessions. (1 reviews) - Control Issues (1 reviews) - Login Issues (1 reviews) ## Help Lightning Reviews ### 1. Aug 13 2021 HL **Rating:** 4.5/5.0 stars **Reviewed by:** Michael O. | CMS Field Service manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 13, 2021 **What do you like best about Help Lightning?** Ease of connecting with non-licensed users, and its simplicity **What do you dislike about Help Lightning?** Connectivity concerns, and calls made to me without warning that do not connect at all **What problems is Help Lightning solving and how is that benefiting you?** technical support issues with wiring or HMI configuration, benefits range from dollars saved on travel, to immediate resolution to a problem **Official Response from Tim Tyrell-Smith:** > Thanks for your feedback, Michael. Glad you are seeing the benefits in cost savings and problem resolution. We continue to work diligently on opportunities to improve your user experience. More updates coming soon! ### 2. Great tool and easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** andy m. | Technical Service Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2021 **What do you like best about Help Lightning?** The ability to help clients from any distance. Save them time and having them learn the machine in invaluable **What do you dislike about Help Lightning?** the hardest thing is not knowing how the other connection is and if that will cause a problem **Recommendations to others considering Help Lightning:** If you want the ability to help people quicker and save time and money, than this technology is for you. **What problems is Help Lightning solving and how is that benefiting you?** saving time. being able to help someone quicker to resolve their issue. being able to see the issue through merged reality and directing them to a fix. This makes the customer happy and they are happy to help. **Official Response from Tim Tyrell-Smith:** > Thanks Andy for the review! Sounds like you are getting some very positive outcomes while saving time and money using Help Lightning. Also, glad to hear about your ability to impact customer satisfaction. ### 3. An incredible remote way to connect, train and learn! **Rating:** 5.0/5.0 stars **Reviewed by:** Marchelle S. | Executive Director, Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2021 **What do you like best about Help Lightning?** I like how easy the software is to learn. It is well designed, the icons are self-explanatory, the calls are direct, and our users catch on quickly. **What do you dislike about Help Lightning?** We are excited about the upcoming voice commands when using them with smart glasses. That will make the integration much more complete for the user. **What problems is Help Lightning solving and how is that benefiting you?** We are using Help Lightning (along with smart glass technology) to train surgeons in developing countries. Being so remote, they lack access to advanced training, and the Help Lightning software allows us to match them with mentors and keep their skills advancing. **Official Response from Tim Tyrell-Smith:** > Hi Marchelle - Thank you for taking the time to provide your feedback. We've worked hard to make Help Lightning easy to use so we're glad to hear that this has been a positive experience! ### 4. it is definitely the right tool when you need to SEE what's happening on the other end **Rating:** 4.5/5.0 stars **Reviewed by:** Steve D. | Manager, Service Call Centers, Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2021 **What do you like best about Help Lightning?** Great features, great support, Continual improvement **What do you dislike about Help Lightning?** Not all network connections are strong enough to support full features. We had a few learning curves when we started with it a few years back, but the product keeps getting better. **What problems is Help Lightning solving and how is that benefiting you?** I started with PC's when DOS was the operating system. there was a phrase that comes to mind as we switched to Windows based "WYSIWYG" "what you see is what you get". As a manager and remote troubleshooter, Help Lightning lets us verify that the other person is doing / seeing is what we meant. **Official Response from Tim Tyrell-Smith:** > Hi Steve and appreciate your feedback! Love to hear you are having success with Help Lightning in remote troubleshooting. That's such a great use case. Also, glad to hear you are getting the support you need with our Customer Success team. ### 5. The new update works a lot better. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Chemicals | Small-Business (50 or fewer emp.) **Reviewed Date:** April 01, 2021 **What do you like best about Help Lightning?** How easy it is to use and also how convenient it is. **What do you dislike about Help Lightning?** Connection issues seem to be the main thing. The only time it needs some help is with android phones extra security measures **Recommendations to others considering Help Lightning:** The new update has fixed most issues and has made it easier for the customers **What problems is Help Lightning solving and how is that benefiting you?** Figuring out what parts look like and helping customers fix their equipment **Official Response from Tim Tyrell-Smith:** > Hi and thanks for your feedback. We are glad to hear that Help Lightning is easy to use and convenient. We are also paying attention to your constructive feedback and are always looking for ways to improve your experience. Appreciate you taking the time to let us know. ### 6. Help Lightning is a quick and easy way to get help way beyond the capabilities of a simple facetime **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Enterprise (> 1000 emp.) **Reviewed Date:** December 13, 2021 **What do you like best about Help Lightning?** Merged Reality is very useful to help troubleshoot with less words **What do you dislike about Help Lightning?** I would like to be able to zoom in on a live image **What problems is Help Lightning solving and how is that benefiting you?** Remote support in a hospital is made easier with Help Lightning ### 7. Smart, progressive product **Rating:** 5.0/5.0 stars **Reviewed by:** Jacob A. | Manager - milesCARE, Small-Business (50 or fewer emp.) **Reviewed Date:** April 01, 2021 **What do you like best about Help Lightning?** Easy access for customers to contact our service team, and even easier to triage and complete service calls remotely. A huge help to our interal service team both in a cusotmer facing role and a an internal training tool. In the current world climate, this is a hugely powerful. **What do you dislike about Help Lightning?** Occasionally choppy experience even under optimal network conditions. **What problems is Help Lightning solving and how is that benefiting you?** We can address lower-level service problems with customers and train our existing field service team through our internal capabilities. ### 8. Help Lightning is a fantastic tool when you need can't be on site to touch equipment you need to fix **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 12, 2021 **What do you like best about Help Lightning?** Help Lightning's versatility between merged reality, single-camera mode, freeze image, and importing a camera image allows multiple methods to support an issue. **What do you dislike about Help Lightning?** The toolbar icons could be a little more reflective of the intended use. **What problems is Help Lightning solving and how is that benefiting you?** I operate primarily as a group administrator, so I do not frequently solve problems. **Official Response from Tim Tyrell-Smith:** > Hi and thanks for sharing your feedback. Glad to hear that your team is seeing the benefits of using Help Lightning. We will take a look at the icons as part of our continued customer experience reviews. ### 9. Perfect solution for providing rapid remote support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2021 **What do you like best about Help Lightning?** Help Lightning offers a solution that is easy to use, especially for the party requiring remote support. It requires little to know training and does not require the end-user to download an application to receive support. We also benefit from the integration into smart glasses which enables hands free device support. Help Lightning provides excellent support and is a customer experience-driven partner. **What do you dislike about Help Lightning?** Documentation translations would improve global rollout. **What problems is Help Lightning solving and how is that benefiting you?** We use Merged Reality with Help Lightning to remotely support our customers and field service teams. This has reduced troubleshooting time and improved time to resolution. We have been able to avoid on-site support by using Help Lightning. **Official Response from Tim Tyrell-Smith:** > Hi and thanks for your review! Glad to hear you are seeing an improved time to resolution using Help Lightning. We're proud of our easy-to-use experience especially helping you go hands-free using Smart Glasses. Keep the feedback coming... ### 10. HL is the most awesome virtual TS tool that i know. **Rating:** 5.0/5.0 stars **Reviewed by:** Victor G. | IH Regional Specialist LATAM, Enterprise (> 1000 emp.) **Reviewed Date:** April 05, 2021 **What do you like best about Help Lightning?** The easy way to explain thinhs to my coleagues, and the way they grab it, its just like be there with them **What do you dislike about Help Lightning?** That we are able to share content just with 2 people **Recommendations to others considering Help Lightning:** Don't forget to have a wide speed internet connection for a better experience. **What problems is Help Lightning solving and how is that benefiting you?** i just put back to the track several IH analyzers without go to the site. **Official Response from Tim Tyrell-Smith:** > Thank you, Victor for your feedback. Glad to hear you are able to save time and travel costs with Help Lightning! Good news: we have some upcoming improvements that will address one of your issues. There are also many more use cases - see the resource link below... ### 11. very functional **Rating:** 5.0/5.0 stars **Reviewed by:** Mehmet Kağan D. | Biomedical Technician, Enterprise (> 1000 emp.) **Reviewed Date:** May 26, 2021 **What do you like best about Help Lightning?** Ease of use and efficiency are very successful **What do you dislike about Help Lightning?** should develop in the application interface **Recommendations to others considering Help Lightning:** application interface should be more functional, and it should look good on the eye **What problems is Help Lightning solving and how is that benefiting you?** information exchange and Finding mutual friends in the industry ### 12. Best VRA I have come accross. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Civil Engineering | Small-Business (50 or fewer emp.) **Reviewed Date:** October 08, 2021 **What do you like best about Help Lightning?** Very useful for our site acceptance test with VRA **What do you dislike about Help Lightning?** Product feature needs to improve for fast boot and smoother navigation with HD visuals. **What problems is Help Lightning solving and how is that benefiting you?** Reduct cost and risk of travel Easy Availability of expert for any solution Especially useful during current pandemic situation ### 13. used in my work **Rating:** 3.5/5.0 stars **Reviewed by:** vivian w. | technical suport application, Enterprise (> 1000 emp.) **Reviewed Date:** March 31, 2021 **What do you like best about Help Lightning?** having the feeling of being on the spot with the client helps me a lot in the pandemic. **What do you dislike about Help Lightning?** greatly increases battery consumption and crashes a lot if you don’t have an excellent connection on your phone **What problems is Help Lightning solving and how is that benefiting you?** I was able to use it in my online training and it helps me to go to the client, feeling more safe. ### 14. An amazing resource for customer tech support. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** August 12, 2021 **What do you like best about Help Lightning?** The ease of use for both the end-user, and the tech support agent. **What do you dislike about Help Lightning?** The service doesnt load pic images via automation. **Recommendations to others considering Help Lightning:** Its a no brainer **What problems is Help Lightning solving and how is that benefiting you?** Customer tech support images. We are able to reduce dispatches for field tech, or ensure that the proper parts are being requested when required. **Official Response from Tim Tyrell-Smith:** > Hi and thanks for your feedback on Help Lightning. Glad to hear you are seeing positive returns! ### 15. Great tool for tech support **Rating:** 4.0/5.0 stars **Reviewed by:** Michael W. | Service support tech, Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2021 **What do you like best about Help Lightning?** That I can see the problem, the tech is having and can make marks on the screen what they need to check. **What do you dislike about Help Lightning?** When a third person joins, the screen lags. **Recommendations to others considering Help Lightning:** Great tool for technicians **What problems is Help Lightning solving and how is that benefiting you?** The miscommunication over the phone is helped by seeing what they are seeing. **Official Response from Tim Tyrell-Smith:** > Hi Michael and thanks for you review. Glad to hear your techs are able to be more effective with Help Lightning. We love to hear stories tied to better, more precise video collaboration! ### 16. I like the app it works well for me **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2021 **What do you like best about Help Lightning?** I like it because it gets me to the equipment, and I can see what the CSE is doing firsthand **What do you dislike about Help Lightning?** I have not found anything yet that I dislike **What problems is Help Lightning solving and how is that benefiting you?** I solve set up problems that the CSE is having with the equipment. Easy to use **Official Response from Tim Tyrell-Smith:** > Hi and just a quick thank you for writing this review. Glad to hear that you are getting that first hand view with Help Lightning! ### 17. A promising AR Platform with very good support. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Mechanical or Industrial Engineering | Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2021 **What do you like best about Help Lightning?** AR/Merged reality, hence extending the virtual presence. Allows to effectively communicate. **What do you dislike about Help Lightning?** Tessleration tools, ready to use, compared to what the competition offers. **What problems is Help Lightning solving and how is that benefiting you?** Remote Support and equipment installation. A very effective communication tool. **Official Response from Tim Tyrell-Smith:** > Hi and thanks for your review. Glad to hear you are able to benefit from being virtually side-by-side during equipment installs. We continue to improve our solution with regular updates and look forward to your continued feedback. ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-14+00%3A40%3A41+-0500&secure%5Bsession_id%5D=6144b9e3-494b-49ff-a5c5-7f739492db9a&secure%5Btoken%5D=b23c7057b4d03293969bb669f8359fbbd37b11665f8462f1c16ac7d185a4e0d0&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 (3,934 reviews) - [Zoho Assist](https://www.g2.com/products/zoho-assist/reviews) - 4.7/5.0 (689 reviews) - [AnyDesk](https://www.g2.com/products/anydesk/reviews) - 4.5/5.0 (1,078 reviews)