SURFLY FOR CONTACT CENTERS

Improve NPS and conversion by optimizing customer support journeys

Interact, collaborate, and support your customers as if you were sitting side-by-side.

Providing support on phones is so 20th century. Upgrade to the 21st — co-browse with your customers in real-time.

Achmea used Surfly to support its customers with co-browsing and interactive tools, improving their overall CSAT and NPS scores, as well as their first call resolution rates.

Trusted by hundreds of companies and more than 200,000 users worldwide

Challenge

Increasing customer satisfaction scores, including NPS and CSAT, as well as first call resolutions.

Surfly’s solution

Within a Surfly Session, your customer support team can securely connect with a customer and use interactive features like co-browsing, drawing and video chat to provide a seamless support experience to your customers.

Result

An interactive remote support experience leading to Increased customer satisfaction scores like NPS and CES, as well as increased first call resolutions.

Challenge

Integrate co-browsing features quickly within existing platforms and technologies.

Surfly’s solution

Unlike other co-browsing solution providers, Surfly is easy to integrate within your existing website and contact platforms, is full featured and will work with any 3rd party content out of the box.

Surfly has integrations and partnerships with leading contact center, support, CRM, and chat platforms including Cisco Finesse, NICE, Genesys, Amazon Connect, Salesforce, Zendesk, Intercom, and more.

Result

A secure, interactive, and optimized support journey that is facilitated by your existing technology! Agents continue to use familiar tools and don’t have to rely on external solutions like Zoom or Teams.

Challenge

Support your customers securely.

Surfly’s solution

Surfly employs TLS 1.3 transport security, full audit log features, and masking of sensitive customer data. We are also ISO 27001 certified and do not store any customer data. Ever.

Result

An enhanced experience that provides both you and your customers the highest levels of security and privacy throughout all your interactions.

How Surfly optimizes any support journey

Innovate your omnichannel approach
Achema needed to innovate their omnichannel approach using their existing contact center and CRM technology
investments with minimal change to their current infrastructure or customer support journey.

Using Surfly, they were able to do that, which lead to an increase in their overall CSAT scores as well as increase in their first call resolution rates. With agents being able to see what a customer is seeing in real time, they can quickly advise, support, and guide the customers to successful resolutions that would be extremely difficult via phone, chat, or email.

Create a collaborative remote support experience

Central Beheer, a Dutch health insurance provider, needed to create a personalized, collaborative, and visual remote support experience to enable their agents to solve customer enquiries quickly.

Implementing Surfly gave agents the functionalities they needed to remotely guide customers through their annual statements and address issues on the spot. This complemented Centraal Beheer’s existing website self-service features and led to a marked improvement in first call resolution rate.

Catherine D.

Great additional service to our company!

“It is so easy! No one has to download anything for us to connect and the steps needing to make the connection is simple. It has great features that make it easy to show multiple websites and even be able to show documents loaded in my computer. To be able to swap control of the cursor back and forth is also great, so the end user can feel a part of their own enrollment.”

Read the full Surfly review on G2

Christian H Product Portfolio Director

A pleasure from day one

“Surfly convinced us from day one and since then, we didn’t get disappointed in this valuable and friendly partnership. The software of Surfly is a great addition to the OneDealer-portfolio and makes us, and more importantly – our customers, very happy.”

Read the full Surfly review on G2

Unsub H. Principal Engineer

Secret Weapon Against COVID-19

Technical point of view

  • So easy & fast implementation. I don’t need change our website.
  • Powerful APIs with good documents, I made a site in a few days using it.
  • Secure architecture and functions, I can do masking of personal information.
  • No installation, our customer don’t need additional installation.
  • Fast performance

Surfly’s features

Co-Browsing Co-browsing
Video Chat Video chat
Surfly Session
E-signing
Interaction Middleware Interaction Middleware

Create better digital experiences. Without boundaries.