Visual Assistance review
A focused visual support tool for small teams handling mobile customer calls.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
Visual Assistance is a browser-based remote support platform for teams that need real-time visual communication with customers. It fits technical support, remote inspections, equipment troubleshooting, installation guidance, and field-service work. Agents can invite customers by SMS, start live video or voice sessions, view a customer's camera stream, exchange messages, share screens, and capture annotated screenshots. Customers join from a smartphone browser without installing an app, which keeps the customer-side experience focused on the support session.
The feature set is centered on live visual assistance rather than a broad customer service suite. Alongside video calls, teams get screen sharing, SMS session invitations, live customer camera streaming, voice chat, instant messaging, screenshot capture and annotation, and a usage dashboard. That combination suits cases where seeing equipment, surroundings, or a physical installation matters more than a text-only exchange. The product runs on web, Windows, macOS, iOS, and Android, giving support staff flexibility across desktop and mobile environments.
Pricing is straightforward for the Business plan: NZD 75 per month when billed monthly, or NZD 800 per year with annual billing. A 10-day trial is available, but there is no free plan. Enterprise adds session recording, SMS customization, and on-premise deployment, with project-based, sales-led pricing. Small teams should choose Visual Assistance when they need basic mobile visual calls and practical annotation tools without requiring customers to install an app. Teams seeking a wider service platform or recording at the Business level should consider whether the Enterprise tier fits their operational needs.
Visual Assistance pros and cons
- Where it wins
- Customers join from a smartphone browser without installing an app.
- Combines video, screen sharing, voice, chat, screenshots, and annotations.
- Runs across web, Windows, macOS, iOS, and Android.
- Where it doesn't
- No free plan is available.
- Session recording is an Enterprise feature.
- Enterprise access is project-based and sales-led.
Visual Assistance fact sheet, pricing and score →
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