10 March 2021

Staying Compliant in Highly Regulated Industries with Surfly

Author

Brendan Jackson

For businesses in highly regulated industries, every new piece of technology comes with potential compliance issues that need to be addressed. The question is how to adopt exciting new tools while maintaining compliance. 

In 2020 this dilemma gained new urgency. According to a McKinsey reportIn May of 2020, 5% of life insurance agents had any in-person interaction with customers—down from 90% in January 2020. 

This change in how customers interact with businesses has increased demand for tools that allow remote interaction on a compliant platform. 

Enter co-browsing, an interactive solution that is compliant by design. From features that mask customers’ personal info to logs that let you audit interactions, Surfly enables compliant connections.

 

Co-browsing enables compliant connection

Surfly has privacy features that make it possible to connect remotely through the entire customer journey while staying compliant and ensuring customer privacy.

Field & element masking

Field masking and element masking let your customers share what they need you to see and nothing more. 

As you work together to fill out a form, your customer can enter sensitive data like account numbers, which will be hidden from your agent, ensuring your customers privacy and your compliance.

 

Screen sharing is a privacy and compliance nightmare

Some companies try to provide interactive remote service with screen sharing, but this presents additional compliance worries.

With screen sharing, you can see everything on a customer’s screen: personal info in forms, open tabs, goof backgrounds, everything. There’s no way for them to show your agents what they’re looking at while keeping their private info private.

 

Screen sharing is a passive experience. Co-browsing is active

Screen sharing also leaves a lot to be desired in the CX department. When you or your customers screen share, one person is in control and the other is watching. There’s no way to switch who’s controlling the cursor (like you can with co-browsing) or fill out forms together.

 


 

Middleware is compliant by nature

Surfly isn’t software. It’s middleware technology that enables you to use the tools that are already in your current tech stack. We integrate with almost everything. And no additional downloads or signups are required by your customers. 

You’ve worked hard to make all of your tools compliant. Adding co-browsing functionality shouldn’t be more work.

 

Compliance across all of your platforms

Integrations are supposed to be about convenience, but there’s nothing convenient about bringing in a new 3rd party tool that introduces new compliance issues. 

Middleware integrates with almost everything but doesn’t mess with your existing compliance.

 

Security

No Data Stored (on our end)

Surfly’s approach to your customers’ data is simple: We don’t keep any of it. EVER.

 

You can still get the data you need

To stay compliant, you need some data. You need to track interactions and be able to verify key personal information to prevent fraud. 

With Surfly, you can store data on your end, but we won’t touch it.

 

 

Use Cases

Here are a couple of examples of how companies in highly regulated industries can use Surfly to interact with customers remotely while remaining fully compliant.

 

Setting up a bank account

Once a customer gets in touch with a bank representative, either the customer or the rep can initiate a Surfly session. 

From there, they can co-browse account options while on a voice and video call, fill out application forms, and upload and sign all necessary documents.

 

Signing a life insurance policy

An insurance company can use the same process as our bank account example to help customers choose a policy and walk them through the sign-up and payment process. 

They can use Surfly’s e-signing features to do all the paperwork in a co-browsing session. These features integrate with other e-signing tools that the company may already be using.

To stay compliant, the insurance company will need to have a log of interactions proving that the client themself signed the documents and not some other party. Surfly’s audit log feature keeps track of this (on the company’s servers, not ours) in case they need to audit the documents.

 

 

The compliant customer journey

The exciting thing about co-browsing is that you can find a use for it at every stage of your customer journey across all of your existing platforms.

In both of the examples above, co-browsing allows a business to take a customer from first contact, where they need help weighing their options, all the way to signing up and making their first payment. Should problems or questions arise after that, the customer can hop on a Surfly session with customer service.

You stay compliant every step of the way, and your customer’s personal info stays protected!

 

Remote advisory flow

 

Build your own compliant and interactive journeys