How UBA is Innovating the Customer Experience with Co-browsing

When your vision as an organization is to be an undisputed leader and dominate the financial services of your entire continent, a desire to deliver exceptional customer service becomes important. This is exactly the vision, mission, and values of our newest customer, UBA, the United Bank for Africa.
Anant Rao, the Head of the Customer Fulfilment Center at the UBA Group tells us: ‘We realize that customer needs are constantly changing and that a good customer service yesterday will not necessarily count as good customer service tomorrow. So we are constantly monitoring and tracking how satisfied customers are with our services.’ He adds, ‘Customers remain the cornerstone of our strategy to dominate the African banking space; compelling us to constantly seek new and innovative ways to deliver exceptional service to all our customers daily.’

This is why UBA and Surfly’s paths crossed. For UBA, innovation in their customer experience was crucial, and they quickly realized Surfly’s co-browsing solution offered an answer to their three main challenges:

  •    Verification & Authentication for UBA’s customers abroad
  •    Document sharing in order to process customers’ electronic instructions swiftly
  •    Support process for customers using UBA’s website and internet banking platform

UBA wanted to allow their customers and Support agents to:

  •    Navigate the web together
  •    Collaborate online, effectively
  •    Converse face-to-face

“What convinced us to choose Surfly says Anant Rao,

is their technology,

mainly the straightforward and easy implementation.”

Operating in 22 countries and providing uninterrupted banking operations since 1948, placed security requirements high on their list as well. ‘For us to deliver exceptional customer service consistently, we deliberately make efforts to understand our customers intimately, treat them fairly and with empathy while keeping all dealings with customers highly confidential, offering them the best advice to manage their personal or business financial matters.’ says Anant Rao.

When asked about their evaluation of Surfly and other co-browsing offerings on the global market, the Head of the Customer Fulfilment Center at the UBA Group answers simply: ‘For an effective co-browsing solution, think of Surfly.’
For more on this story, read UBA introduces video live chat with co-browsing technology.

Company Information

United Bank for Africa Plc is a leading Pan-African financial institution, offering banking services to more than fourteen million customers, across 1,000 business offices and customer touch points in 19 African countries. With presence in New York, London and Paris, UBA is connecting people and businesses across Africa through retail, commercial and corporate banking, innovative cross-border payments and remittances, trade finance and ancillary banking services.