Transforming customer support with co-browsing for Agirc-Arrco

Challenge

Agirc-Arrco, the joint supplementary pension scheme for private sector employees in France, was looking to modernize its customer support. With millions of users depending on their services, Agirc-Arrco wanted to move beyond traditional phone-based assistance, which often led to frustration for both customers and support agents. Their goal was to provide a more intuitive, digital-first experience that could streamline interactions and improve the quality of support delivered online.

Solution

To achieve this, Agirc-Arrco implemented Surfly’s Co-browsing technology to enable their support teams to assist users in real-time across their website. Through their existing telecom provider SFR, Surfly was quickly and seamlessly deployed, allowing agents to visually guide users through complex digital processes. The tool was chosen for its ease of use, reliability, and smooth integration with Agirc-Arrco’s support infrastructure. During the pilot phase, both the internal teams and end-users experienced significant improvements in clarity, collaboration, and issue resolution speed.

Results

The initial rollout of Surfly’s Co-browsing solution received overwhelmingly positive feedback, leading to an accelerated, full-scale implementation across Agirc-Arrco’s support operations. Support agents were able to work more efficiently, reducing call times and increasing first-call resolution. Most importantly, customers reported high satisfaction with the new support experience, describing it as smooth, intuitive, and helpful. Surfly is now a critical component of Agirc-Arrco’s digital strategy, enabling them to offer best-in-class assistance that aligns with their broader mission of digital transformation.