Let’s face it – financial services customers expect more than just secure transactions and prompt service. They want guidance, clarity, and confidence at every step. And when it comes to complex products – like applying for a loan, selecting an insurance plan, or navigating a digital onboarding process – they want someone to guide them through it.
That’s where collaborative tools like co-browsing make all the difference.
What Is Co-Browsing, and Why Does It Matter in Financial Services?
Co-browsing lets your advisors or agents see exactly what the customer sees – live, in their browser. No downloads. No screen sharing complications. No exposure of sensitive data. Just secure, real-time collaboration.
Think of it as sitting beside your customer at the digital desk – helping them understand, decide, and complete their task with confidence.
Surfly’s universal co-browsing lets you add this side-by-side support to your existing digital channels – without disrupting your current systems, processes, or workflows.
Innovate Without Disrupting Your Tech Stack
Your firm has invested in robust platforms – CRM, core banking systems, advisor portals, claims management tools. Surfly integrates seamlessly with what you already use, acting as a collaboration layer that adds visual, interactive support across the customer journey.
No code-heavy integrations. No system rebuilds. Just smarter, more human digital service.
Move from Transactions to Trust-Building Conversations
Whether it’s a first-time home loan applicant, a retiree adjusting their superannuation, or a small business owner seeking insurance – many financial journeys are complex.
With Surfly, your teams can:
- Guide clients through forms or applications in real time
- Help them compare products or plans
- Clarify complex documents—right in the browser
- Support onboarding or identity verification steps
The result? More confident clients, shorter sales cycles, fewer dropped applications, and stronger relationships.
Enterprise-Grade Security and Compliance
Security isn’t optional – it’s mission-critical. Surfly never stores session data and provides full audit trails to help you meet compliance standards like GDPR, PCI DSS, or local financial regulations.
You maintain complete control over the experience while giving your customers peace of mind.
Keep the Human Element in Your Digital Service Strategy
Digital-first doesn’t mean support-last. Co-browsing empowers your teams to be present – when and where your customers need them most.
You don’t need to re-architect your infrastructure to deliver premium service. You just need a better way to meet people where they are.
Surfly brings human connection back into your digital financial services journey – securely, simply, and without disruption.
Customer Story: Enhancing High-Value Client Engagement with Secure Visual Collaboration
In the high-stakes world of financial services, a leading Australian bank partnered with Surfly and Voitec to transform its client engagement through secure visual collaboration and co-browsing technology. Faced with challenges using legacy screen sharing tools that hindered service levels across its personal, wealth, and business banking portals, the bank required a more flexible, user-friendly, and secure solution. Surfly’s universal co-browsing platform, tailored to meet the bank’s complex infrastructure and security demands, enabled customer service agents to visually guide clients through digital processes in real time – enhancing engagement, reducing call times, and maintaining high service standards. This collaboration has delivered a significant uplift in customer experience, allowing the bank to better serve its high-value clients with faster, more personalised support.