Help Lightning Reviews & Product Details

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.

Seller

Help Lightning

Discussions

Help Lightning Community

Languages Supported

German, English, French, Italian, Japanese, Korean, Spanish, Chinese (Simplified)

Solution Type

All-in-One

Overview by

Kevin Johnson

Pricing

Pricing provided by Help Lightning.

Enterprise

Starting at $75,000.00

200 License Per Year

Enterprise Complete

Starting at $150,000.00

500 License Per Year

View More Pricing Information

Top-Rated Alternatives

View All Alternatives

User Insights

Average based on 67 real user reviews.

Implementation Time

5 months

Perceived Cost

$$$$$

Typical contract price

$0k - $0k

Per Year

Help Lightning Integrations

(1)

Integration information sourced from real user reviews.

G2 reviews are authentic and verified.

Here's how.

Michael O.

CMS Field Service manager

Mid-Market (51-1000 emp.)

8/13/2021

"Aug 13 2021 HL"

4.5/5

What do you like best about Help Lightning?

Ease of connecting with non-licensed users, and its simplicity Review collected by and hosted on G2.com.

What do you dislike about Help Lightning?

Connectivity concerns, and calls made to me without warning that do not connect at all Review collected by and hosted on G2.com.

Response from Tim Tyrell-Smith of Help Lightning

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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!

andy m.

Technical Service Supervisor

Mid-Market (51-1000 emp.)

4/2/2021

"Great tool and easy to use."

5/5

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 is invaluable. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering Help Lightning:

If you want the ability to help people quicker and save time and money, then this technology is for you. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Tim Tyrell-Smith of Help Lightning

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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.

Marchelle S.

Executive Director

Mid-Market (51-1000 emp.)

3/31/2021

"An incredible remote way to connect, train and learn!"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Tim Tyrell-Smith of Help Lightning

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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!

Steve D.

Manager, Service Call Centers

Mid-Market (51-1000 emp.)

3/31/2021

"it is definitely the right tool when you need to SEE what's happening on the other end"

4.5/5

What do you like best about Help Lightning?

Great features, great support, Continual improvement Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Tim Tyrell-Smith of Help Lightning

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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.

Verified User in Chemicals

Small-Business (50 or fewer emp.)

Originally submitted 4/1/2021

"The new update works a lot better."

4.5/5

What do you like best about Help Lightning?

How easy it is to use and also how convenient it is. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Response from Tim Tyrell-Smith of Help Lightning

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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.

Verified User in Medical Devices

Enterprise (> 1000 emp.)

12/13/2021

"Help Lightning is a quick and easy way to get help way beyond the capabilities of a simple facetime"

5/5

What do you like best about Help Lightning?

Merged Reality is very useful to help troubleshoot with less words Review collected by and hosted on G2.com.

What do you dislike about Help Lightning?

I would like to be able to zoom in on a live image Review collected by and hosted on G2.com.

Jacob A.

Manager - milesCARE

Small-Business (50 or fewer emp.)

4/1/2021

Business partner of the seller or seller's competitor, not included in G2 scores.

"Smart, progressive product"

5/5

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 internal service team both in a customer-facing role and as an internal training tool. In the current world climate, this is hugely powerful. Review collected by and hosted on G2.com.

What do you dislike about Help Lightning?

Occasionally choppy experience even under optimal network conditions. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

Originally submitted 8/12/2021

"Help Lightning is a fantastic tool when you need can't be on site to touch equipment you need to fix"

4.5/5

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. Review collected by and hosted on G2.com.

What do you dislike about Help Lightning?

The toolbar icons could be a little more reflective of the intended use. Review collected by and hosted on G2.com.

Response from Tim Tyrell-Smith of Help Lightning

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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.

Verified User in Medical Devices

Mid-Market (51-1000 emp.)

3/31/2021

"Perfect solution for providing rapid remote support"

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about Help Lightning?

Documentation translations would improve global rollout. Review collected by and hosted on G2.com.

Response from Tim Tyrell-Smith of Help Lightning

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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...

Victor G.

IH Regional Specialist LATAM

Enterprise (> 1000 emp.)

4/5/2021

"HL is the most awesome virtual TS tool that i know."

5/5

What do you like best about Help Lightning?

The easy way to explain things to my colleagues, and the way they grasp it, it's just like being there with them. Review collected by and hosted on G2.com.

What do you dislike about Help Lightning?

That we are able to share content just with 2 people. Review collected by and hosted on G2.com.

Response from Tim Tyrell-Smith of Help Lightning

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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...

See how Help Lightning improved