Today’s students are digital natives. They’re comfortable navigating online systems – but that doesn’t mean they won’t hit roadblocks. Whether it’s understanding how to enrol, manage course selections, or make payments, students still want fast, intuitive support when things get confusing or complex.
Universities need a way to step in and help – without taking over or slowing things down. That’s where co-browsing bridges the gap, combining the familiarity of self-service with the personal touch of live assistance.
Challenges
- Limited Visibility During Support Calls: When students reach out for help, it’s hard for staff to understand exactly where they’re stuck or what they’re seeing.
- Drawn-Out Interactions: Without a shared view, explaining multi-step processes becomes frustrating—for both staff and students.
- Disjointed Service Across Channels: Students often move between phone, email, live chat, and self-service systems. Without continuity, the experience feels disconnected.
- International & First-Year Support Gaps: Even tech-savvy students can struggle with unfamiliar university systems or language barriers when navigating admin processes.
The Surfly Co-Browsing Solution
Surfly enables university support staff to collaborate directly with students inside their web browser – no downloads, no screen sharing, no loss of control. Both student and advisor stay fully engaged in the session, navigating together in real time.
Support teams can highlight fields, answer questions, and walk students through processes step-by-step – without ever seeing sensitive information. This collaborative, side-by-side approach enhances understanding, reduces frustration, and builds student confidence.
Key Benefits for Higher Education
- Real-Time Collaboration: Work together with students, not around them. Co-browsing creates a shared experience that feels natural and helpful.
- Speed & Clarity: Solve issues faster by guiding students through complex steps visually, reducing back-and-forth and confusion.
- Empowered Student Experiences: Digital natives value support that fits into their workflow – co-browsing keeps them in control while offering expert help when it counts.
- Frictionless & Secure: Browser-based technology with automatic masking of sensitive data ensures privacy and compliance from start to finish.
- Inclusive & Scalable: Ideal for helping remote, international, or first-year students who may need more hands-on support without the need for in-person visits or lengthy calls.
Real-World Application
With Surfly’s universal co-browsing, student services teams can deliver real-time, in-browser support that feels as seamless and personal as in-person help. From enrolment to course changes and beyond, staff can collaborate with students on the spot – no downloads, no confusion, just faster, clearer outcomes.