Claim your free demo now to see how WalkMe can positively impact customer support for your banking institution.<\/em><\/a><\/h4>\n\n
\n\nEmilia D\u2019Anzica: As a fellow Canadian, I grew up with Royal Bank of Canada, but for those new to the bank, can you tell us a little about the institution?<\/h2>\nTracey Metzger<\/strong>: RBC is one of Canada’s largest banks and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis.\n\nWe have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 36 other countries.\nEmilia: What challenges are RBC and other banking institutions facing in regards to digital customer support?<\/h2>\nTracey<\/strong>: As day-to-day business activities become more dependent on the digital channels, confusion and complexity have increased dramatically.\n\nRBC\u2019s business banking and treasury platform, RBC Express Online Banking, needed a solution to help our clients navigate and transact in the platform. To meet client\u2019s evolving expectations while we work on improving the overall user experience, RBC needed to provide self-help and training in a way that is easy and intuitive for clients.\nEmilia: At the beginning of the process of finding a solution, what were you looking for? What was important?<\/h2>\nTracey<\/strong>: RBC wanted to develop an \u201cin-the-moment help\u201d tool for RBC Express online banking users, providing accurate and relevant page\/field level help to improve users\u2019 ability to self-resolve their questions and thereby reduce calls to our Call Centre, and reduce requests for higher cost one-on-one training. We wanted to be able to anticipate the wants and needs of our clients who are setting up administration functions on the site, and also guide them step-by-step when performing financial transactions.\n\n![\"RBC](\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/RBC-Screenshot-1.png\")
\n\nIn addition, RBC wanted a support tool that is flexible and easily applied to future enhancements.\n\nOne of the challenges was locating a vendor that allowed for the tight security that many financial institutions follow. A self-hosted model was an option from WalkMe, indicating that they were able to accommodate our requirements.\nEmilia: Now, we know you chose WalkMe, but can you explain why our Digital Adoption Platform (DAP) was the right fit to achieve your goals?<\/h2>\nTracey<\/strong>: WalkMe makes the online experience as easy as possible for everyone – clarifying any task for any website. WalkMe\u2019s technology focuses the users\u2019 attention on the screen and takes them step-by-step through a series of \u201cbubbles\u201d to different elements on the web-page which may need explanation.\n\nRBC is now able to collect details of flows that are successful, and more importantly which ones are not being used. This allows us to make changes immediately to make the client\u2019s experience the most meaningful. For example, when we noticed that users were searching for help on a service that did not have WalkMe enabled, we were able to manage the gap and develop the much-needed content to publish immediately using the WalkMe Editor.\n\nThe WalkMe software also offers sophisticated page elements that can interact with the page alongside the users. Use cases range from providing step by step instructions for more complex processes like submitting a wire payment, to high level instruction for page navigation. WalkMe will offer step-by-step guidance to complete a transaction, and provide contextual access to support material such as videos, user guides, tutorials, etc. from within the transaction.\nDiscover how step-by-step guidance can improve your customers\u2019 banking experience.<\/em><\/a><\/h4>\nEmilia: So after seeing the results WalkMe has had on RBC\u2019s customer support, can you elaborate what has stood out for you?<\/h2>\nTracey<\/strong>: Since launching WalkMe on the business channel, RBC has seen a positive take up by our users, both existing and new. The ability to target a specific type of client (administrator, 1st time user, etc.) has resulted in a reduction in support requests. Since we launched WalkMe, the adoption of services by new users to the channel has increased.\n\nRBC staff uses WalkMe Analytics to identify which Walk-Thrus are not being used, and uses the WalkMe Editor to make changes immediately. WalkMe makes it easy to create and publish new online content quickly, providing us with a more robust way of educating our clients.\nAbout Tracey Metzger<\/em><\/h2>\nTracey Metzger works for RBC Royal Bank as the Senior Manager Business Digital Channels and is responsible for RBC\u2019s business digital channel. Her strategic mandate provides RBC clients the best digital experience possible and has created an intuitive self-serve channel. Holding a wide range of positions within Head Office, Tracey has worked on strategy, operational improvements, and technology changes. Her end to end knowledge has helped RBC Express Online Banking become a world class application. A supporter of Toronto Humane Society and the Toronto Feral Cat Colony Organization Tracey currently maintains her own 10 cat colony. Tracey lives in Toronto with her husband and their two sons and Great Dane Lincoln.\nClaim your free demo now to see how WalkMe can positively impact customer support for your banking institution.<\/em><\/a><\/h4>","protected":false},"excerpt":{"rendered":"After leading Royal Bank of Canada (RBC) through a digital transformation that successfully improved its customer support, it is no…<\/span>","protected":false},"author":246,"featured_media":1353,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[88,89],"tags":[191,189],"class_list":["post-1255","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-digital-transformation","tag-customer-experience","tag-wmb-cx"],"acf":{"__coauthors":""},"yoast_head":"\nRBC Royal Bank: How to Simplify Customer Support<\/title>\n<meta name=\"description\" content=\"RBC uses WalkMe's Digital Adoption Platform (DAP) to observe where clients encounter friction on its platform. This allows the bank to make changes fast to improve its customer support strategy.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"RBC Royal Bank: How to Simplify Customer Support\" \/>\n<meta property=\"og:description\" content=\"RBC uses WalkMe's Digital Adoption Platform (DAP) to observe where clients encounter friction on its platform. This allows the bank to make changes fast to improve its customer support strategy.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/\" \/>\n<meta property=\"og:site_name\" content=\"WalkMe Blog\" \/>\n<meta property=\"article:published_time\" content=\"2017-01-24T16:40:20+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-12-06T04:56:21+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png\" \/>\n\t<meta property=\"og:image:width\" content=\"740\" \/>\n\t<meta property=\"og:image:height\" content=\"360\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"WalkMe Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"WalkMe Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/\",\"url\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/\",\"name\":\"RBC Royal Bank: How to Simplify Customer Support\",\"isPartOf\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png\",\"datePublished\":\"2017-01-24T16:40:20+00:00\",\"dateModified\":\"2023-12-06T04:56:21+00:00\",\"author\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/#\/schema\/person\/b6803cf6ff5d66cf789ea833bbddfa31\"},\"description\":\"RBC uses WalkMe's Digital Adoption Platform (DAP) to observe where clients encounter friction on its platform. This allows the bank to make changes fast to improve its customer support strategy.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#primaryimage\",\"url\":\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png\",\"contentUrl\":\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png\",\"width\":740,\"height\":360,\"caption\":\"Customer Support\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.walkme.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Customer Experience\",\"item\":\"https:\/\/www.walkme.com\/blog\/category\/customer-experience\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"RBC Royal Bank\u2019s Journey to Simplify Customer Support\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.walkme.com\/blog\/#website\",\"url\":\"https:\/\/www.walkme.com\/blog\/\",\"name\":\"WalkMe Blog\",\"description\":\"Digital adoption & Change Management Blog\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.walkme.com\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.walkme.com\/blog\/#\/schema\/person\/b6803cf6ff5d66cf789ea833bbddfa31\",\"name\":\"WalkMe Team\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.walkme.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/d15d25a7d13fc1ba31b0187a32b2f27936e975e166da929698db9971a322a63d?s=96&d=monsterid&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/d15d25a7d13fc1ba31b0187a32b2f27936e975e166da929698db9971a322a63d?s=96&d=monsterid&r=g\",\"caption\":\"WalkMe Team\"},\"description\":\"WalkMe pioneered the Digital Adoption Platform (DAP) for organizations to utilize the full potential of their digital assets. Using artificial intelligence, machine learning and contextual guidance, WalkMe adds a dynamic user interface layer to raise the digital literacy of all users.\",\"url\":\"https:\/\/www.walkme.com\/blog\/author\/walkme-team\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"RBC Royal Bank: How to Simplify Customer Support","description":"RBC uses WalkMe's Digital Adoption Platform (DAP) to observe where clients encounter friction on its platform. This allows the bank to make changes fast to improve its customer support strategy.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/","og_locale":"en_US","og_type":"article","og_title":"RBC Royal Bank: How to Simplify Customer Support","og_description":"RBC uses WalkMe's Digital Adoption Platform (DAP) to observe where clients encounter friction on its platform. This allows the bank to make changes fast to improve its customer support strategy.","og_url":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/","og_site_name":"WalkMe Blog","article_published_time":"2017-01-24T16:40:20+00:00","article_modified_time":"2023-12-06T04:56:21+00:00","og_image":[{"width":740,"height":360,"url":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","type":"image\/png"}],"author":"WalkMe Team","twitter_card":"summary_large_image","twitter_misc":{"Written by":"WalkMe Team","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/","url":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/","name":"RBC Royal Bank: How to Simplify Customer Support","isPartOf":{"@id":"https:\/\/www.walkme.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#primaryimage"},"image":{"@id":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#primaryimage"},"thumbnailUrl":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","datePublished":"2017-01-24T16:40:20+00:00","dateModified":"2023-12-06T04:56:21+00:00","author":{"@id":"https:\/\/www.walkme.com\/blog\/#\/schema\/person\/b6803cf6ff5d66cf789ea833bbddfa31"},"description":"RBC uses WalkMe's Digital Adoption Platform (DAP) to observe where clients encounter friction on its platform. This allows the bank to make changes fast to improve its customer support strategy.","breadcrumb":{"@id":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#primaryimage","url":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","contentUrl":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","width":740,"height":360,"caption":"Customer Support"},{"@type":"BreadcrumbList","@id":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.walkme.com\/blog\/"},{"@type":"ListItem","position":2,"name":"Customer Experience","item":"https:\/\/www.walkme.com\/blog\/category\/customer-experience\/"},{"@type":"ListItem","position":3,"name":"RBC Royal Bank\u2019s Journey to Simplify Customer Support"}]},{"@type":"WebSite","@id":"https:\/\/www.walkme.com\/blog\/#website","url":"https:\/\/www.walkme.com\/blog\/","name":"WalkMe Blog","description":"Digital adoption & Change Management Blog","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.walkme.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.walkme.com\/blog\/#\/schema\/person\/b6803cf6ff5d66cf789ea833bbddfa31","name":"WalkMe Team","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.walkme.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/d15d25a7d13fc1ba31b0187a32b2f27936e975e166da929698db9971a322a63d?s=96&d=monsterid&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/d15d25a7d13fc1ba31b0187a32b2f27936e975e166da929698db9971a322a63d?s=96&d=monsterid&r=g","caption":"WalkMe Team"},"description":"WalkMe pioneered the Digital Adoption Platform (DAP) for organizations to utilize the full potential of their digital assets. Using artificial intelligence, machine learning and contextual guidance, WalkMe adds a dynamic user interface layer to raise the digital literacy of all users.","url":"https:\/\/www.walkme.com\/blog\/author\/walkme-team\/"}]}},"parsely":{"version":"1.1.0","canonical_url":"https:\/\/walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/","smart_links":{"inbound":0,"outbound":0},"traffic_boost_suggestions_count":0,"meta":{"@context":"https:\/\/schema.org","@type":"NewsArticle","headline":"RBC Royal Bank\u2019s Journey to Simplify Customer Support","url":"http:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/","mainEntityOfPage":{"@type":"WebPage","@id":"http:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/"},"thumbnailUrl":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","image":{"@type":"ImageObject","url":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png"},"articleSection":"Customer Experience","author":[{"@type":"Person","name":"WalkMe Team"}],"creator":["WalkMe Team"],"publisher":{"@type":"Organization","name":"WalkMe Blog","logo":""},"keywords":["customer experience","wmb-cx"],"dateCreated":"2017-01-24T16:40:20Z","datePublished":"2017-01-24T16:40:20Z","dateModified":"2023-12-06T04:56:21Z"},"rendered":"<script type=\"application\/ld+json\" class=\"wp-parsely-metadata\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"NewsArticle\",\"headline\":\"RBC Royal Bank\\u2019s Journey to Simplify Customer Support\",\"url\":\"http:\\\/\\\/www.walkme.com\\\/blog\\\/rbc-royal-bank-customer-support-interview\\\/\",\"mainEntityOfPage\":{\"@type\":\"WebPage\",\"@id\":\"http:\\\/\\\/www.walkme.com\\\/blog\\\/rbc-royal-bank-customer-support-interview\\\/\"},\"thumbnailUrl\":\"https:\\\/\\\/www.walkme.com\\\/blog\\\/wp-content\\\/uploads\\\/sites\\\/2\\\/2017\\\/01\\\/EXHIBITION-5.png\",\"image\":{\"@type\":\"ImageObject\",\"url\":\"https:\\\/\\\/www.walkme.com\\\/blog\\\/wp-content\\\/uploads\\\/sites\\\/2\\\/2017\\\/01\\\/EXHIBITION-5.png\"},\"articleSection\":\"Customer Experience\",\"author\":[{\"@type\":\"Person\",\"name\":\"WalkMe Team\"}],\"creator\":[\"WalkMe Team\"],\"publisher\":{\"@type\":\"Organization\",\"name\":\"WalkMe Blog\",\"logo\":\"\"},\"keywords\":[\"customer experience\",\"wmb-cx\"],\"dateCreated\":\"2017-01-24T16:40:20Z\",\"datePublished\":\"2017-01-24T16:40:20Z\",\"dateModified\":\"2023-12-06T04:56:21Z\"}<\/script>","tracker_url":"https:\/\/cdn.parsely.com\/keys\/walkme.com\/p.js"},"lang":"en","translations":{"en":1255},"jetpack_featured_media_url":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","featured_image_src":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","featured_image_src_square":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","author_info":{"display_name":"WalkMe Team","author_link":"https:\/\/www.walkme.com\/blog\/author\/walkme-team\/"},"jetpack_sharing_enabled":true,"pll_sync_post":[],"_links":{"self":[{"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/posts\/1255","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/users\/246"}],"replies":[{"embeddable":true,"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/comments?post=1255"}],"version-history":[{"count":0,"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/posts\/1255\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/media\/1353"}],"wp:attachment":[{"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/media?parent=1255"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/categories?post=1255"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/tags?post=1255"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
Emilia: What challenges are RBC and other banking institutions facing in regards to digital customer support?<\/h2>\nTracey<\/strong>: As day-to-day business activities become more dependent on the digital channels, confusion and complexity have increased dramatically.\n\nRBC\u2019s business banking and treasury platform, RBC Express Online Banking, needed a solution to help our clients navigate and transact in the platform. To meet client\u2019s evolving expectations while we work on improving the overall user experience, RBC needed to provide self-help and training in a way that is easy and intuitive for clients.\nEmilia: At the beginning of the process of finding a solution, what were you looking for? What was important?<\/h2>\nTracey<\/strong>: RBC wanted to develop an \u201cin-the-moment help\u201d tool for RBC Express online banking users, providing accurate and relevant page\/field level help to improve users\u2019 ability to self-resolve their questions and thereby reduce calls to our Call Centre, and reduce requests for higher cost one-on-one training. We wanted to be able to anticipate the wants and needs of our clients who are setting up administration functions on the site, and also guide them step-by-step when performing financial transactions.\n\n\n\nIn addition, RBC wanted a support tool that is flexible and easily applied to future enhancements.\n\nOne of the challenges was locating a vendor that allowed for the tight security that many financial institutions follow. A self-hosted model was an option from WalkMe, indicating that they were able to accommodate our requirements.\nEmilia: Now, we know you chose WalkMe, but can you explain why our Digital Adoption Platform (DAP) was the right fit to achieve your goals?<\/h2>\nTracey<\/strong>: WalkMe makes the online experience as easy as possible for everyone – clarifying any task for any website. WalkMe\u2019s technology focuses the users\u2019 attention on the screen and takes them step-by-step through a series of \u201cbubbles\u201d to different elements on the web-page which may need explanation.\n\nRBC is now able to collect details of flows that are successful, and more importantly which ones are not being used. This allows us to make changes immediately to make the client\u2019s experience the most meaningful. For example, when we noticed that users were searching for help on a service that did not have WalkMe enabled, we were able to manage the gap and develop the much-needed content to publish immediately using the WalkMe Editor.\n\nThe WalkMe software also offers sophisticated page elements that can interact with the page alongside the users. Use cases range from providing step by step instructions for more complex processes like submitting a wire payment, to high level instruction for page navigation. WalkMe will offer step-by-step guidance to complete a transaction, and provide contextual access to support material such as videos, user guides, tutorials, etc. from within the transaction.\nDiscover how step-by-step guidance can improve your customers\u2019 banking experience.<\/em><\/a><\/h4>\nEmilia: So after seeing the results WalkMe has had on RBC\u2019s customer support, can you elaborate what has stood out for you?<\/h2>\nTracey<\/strong>: Since launching WalkMe on the business channel, RBC has seen a positive take up by our users, both existing and new. The ability to target a specific type of client (administrator, 1st time user, etc.) has resulted in a reduction in support requests. Since we launched WalkMe, the adoption of services by new users to the channel has increased.\n\nRBC staff uses WalkMe Analytics to identify which Walk-Thrus are not being used, and uses the WalkMe Editor to make changes immediately. WalkMe makes it easy to create and publish new online content quickly, providing us with a more robust way of educating our clients.\nAbout Tracey Metzger<\/em><\/h2>\nTracey Metzger works for RBC Royal Bank as the Senior Manager Business Digital Channels and is responsible for RBC\u2019s business digital channel. Her strategic mandate provides RBC clients the best digital experience possible and has created an intuitive self-serve channel. Holding a wide range of positions within Head Office, Tracey has worked on strategy, operational improvements, and technology changes. Her end to end knowledge has helped RBC Express Online Banking become a world class application. A supporter of Toronto Humane Society and the Toronto Feral Cat Colony Organization Tracey currently maintains her own 10 cat colony. Tracey lives in Toronto with her husband and their two sons and Great Dane Lincoln.\nClaim your free demo now to see how WalkMe can positively impact customer support for your banking institution.<\/em><\/a><\/h4>","protected":false},"excerpt":{"rendered":"After leading Royal Bank of Canada (RBC) through a digital transformation that successfully improved its customer support, it is no…<\/span>","protected":false},"author":246,"featured_media":1353,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[88,89],"tags":[191,189],"class_list":["post-1255","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-digital-transformation","tag-customer-experience","tag-wmb-cx"],"acf":{"__coauthors":""},"yoast_head":"\nRBC Royal Bank: How to Simplify Customer Support<\/title>\n<meta name=\"description\" content=\"RBC uses WalkMe's Digital Adoption Platform (DAP) to observe where clients encounter friction on its platform. This allows the bank to make changes fast to improve its customer support strategy.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"RBC Royal Bank: How to Simplify Customer Support\" \/>\n<meta property=\"og:description\" content=\"RBC uses WalkMe's Digital Adoption Platform (DAP) to observe where clients encounter friction on its platform. This allows the bank to make changes fast to improve its customer support strategy.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/\" \/>\n<meta property=\"og:site_name\" content=\"WalkMe Blog\" \/>\n<meta property=\"article:published_time\" content=\"2017-01-24T16:40:20+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-12-06T04:56:21+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png\" \/>\n\t<meta property=\"og:image:width\" content=\"740\" \/>\n\t<meta property=\"og:image:height\" content=\"360\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"WalkMe Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"WalkMe Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/\",\"url\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/\",\"name\":\"RBC Royal Bank: How to Simplify Customer Support\",\"isPartOf\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png\",\"datePublished\":\"2017-01-24T16:40:20+00:00\",\"dateModified\":\"2023-12-06T04:56:21+00:00\",\"author\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/#\/schema\/person\/b6803cf6ff5d66cf789ea833bbddfa31\"},\"description\":\"RBC uses WalkMe's Digital Adoption Platform (DAP) to observe where clients encounter friction on its platform. This allows the bank to make changes fast to improve its customer support strategy.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#primaryimage\",\"url\":\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png\",\"contentUrl\":\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png\",\"width\":740,\"height\":360,\"caption\":\"Customer Support\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.walkme.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Customer Experience\",\"item\":\"https:\/\/www.walkme.com\/blog\/category\/customer-experience\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"RBC Royal Bank\u2019s Journey to Simplify Customer Support\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.walkme.com\/blog\/#website\",\"url\":\"https:\/\/www.walkme.com\/blog\/\",\"name\":\"WalkMe Blog\",\"description\":\"Digital adoption & Change Management Blog\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.walkme.com\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.walkme.com\/blog\/#\/schema\/person\/b6803cf6ff5d66cf789ea833bbddfa31\",\"name\":\"WalkMe Team\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.walkme.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/d15d25a7d13fc1ba31b0187a32b2f27936e975e166da929698db9971a322a63d?s=96&d=monsterid&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/d15d25a7d13fc1ba31b0187a32b2f27936e975e166da929698db9971a322a63d?s=96&d=monsterid&r=g\",\"caption\":\"WalkMe Team\"},\"description\":\"WalkMe pioneered the Digital Adoption Platform (DAP) for organizations to utilize the full potential of their digital assets. Using artificial intelligence, machine learning and contextual guidance, WalkMe adds a dynamic user interface layer to raise the digital literacy of all users.\",\"url\":\"https:\/\/www.walkme.com\/blog\/author\/walkme-team\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"RBC Royal Bank: How to Simplify Customer Support","description":"RBC uses WalkMe's Digital Adoption Platform (DAP) to observe where clients encounter friction on its platform. This allows the bank to make changes fast to improve its customer support strategy.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/","og_locale":"en_US","og_type":"article","og_title":"RBC Royal Bank: How to Simplify Customer Support","og_description":"RBC uses WalkMe's Digital Adoption Platform (DAP) to observe where clients encounter friction on its platform. This allows the bank to make changes fast to improve its customer support strategy.","og_url":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/","og_site_name":"WalkMe Blog","article_published_time":"2017-01-24T16:40:20+00:00","article_modified_time":"2023-12-06T04:56:21+00:00","og_image":[{"width":740,"height":360,"url":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","type":"image\/png"}],"author":"WalkMe Team","twitter_card":"summary_large_image","twitter_misc":{"Written by":"WalkMe Team","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/","url":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/","name":"RBC Royal Bank: How to Simplify Customer Support","isPartOf":{"@id":"https:\/\/www.walkme.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#primaryimage"},"image":{"@id":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#primaryimage"},"thumbnailUrl":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","datePublished":"2017-01-24T16:40:20+00:00","dateModified":"2023-12-06T04:56:21+00:00","author":{"@id":"https:\/\/www.walkme.com\/blog\/#\/schema\/person\/b6803cf6ff5d66cf789ea833bbddfa31"},"description":"RBC uses WalkMe's Digital Adoption Platform (DAP) to observe where clients encounter friction on its platform. This allows the bank to make changes fast to improve its customer support strategy.","breadcrumb":{"@id":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#primaryimage","url":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","contentUrl":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","width":740,"height":360,"caption":"Customer Support"},{"@type":"BreadcrumbList","@id":"https:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.walkme.com\/blog\/"},{"@type":"ListItem","position":2,"name":"Customer Experience","item":"https:\/\/www.walkme.com\/blog\/category\/customer-experience\/"},{"@type":"ListItem","position":3,"name":"RBC Royal Bank\u2019s Journey to Simplify Customer Support"}]},{"@type":"WebSite","@id":"https:\/\/www.walkme.com\/blog\/#website","url":"https:\/\/www.walkme.com\/blog\/","name":"WalkMe Blog","description":"Digital adoption & Change Management Blog","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.walkme.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.walkme.com\/blog\/#\/schema\/person\/b6803cf6ff5d66cf789ea833bbddfa31","name":"WalkMe Team","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.walkme.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/d15d25a7d13fc1ba31b0187a32b2f27936e975e166da929698db9971a322a63d?s=96&d=monsterid&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/d15d25a7d13fc1ba31b0187a32b2f27936e975e166da929698db9971a322a63d?s=96&d=monsterid&r=g","caption":"WalkMe Team"},"description":"WalkMe pioneered the Digital Adoption Platform (DAP) for organizations to utilize the full potential of their digital assets. Using artificial intelligence, machine learning and contextual guidance, WalkMe adds a dynamic user interface layer to raise the digital literacy of all users.","url":"https:\/\/www.walkme.com\/blog\/author\/walkme-team\/"}]}},"parsely":{"version":"1.1.0","canonical_url":"https:\/\/walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/","smart_links":{"inbound":0,"outbound":0},"traffic_boost_suggestions_count":0,"meta":{"@context":"https:\/\/schema.org","@type":"NewsArticle","headline":"RBC Royal Bank\u2019s Journey to Simplify Customer Support","url":"http:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/","mainEntityOfPage":{"@type":"WebPage","@id":"http:\/\/www.walkme.com\/blog\/rbc-royal-bank-customer-support-interview\/"},"thumbnailUrl":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","image":{"@type":"ImageObject","url":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png"},"articleSection":"Customer Experience","author":[{"@type":"Person","name":"WalkMe Team"}],"creator":["WalkMe Team"],"publisher":{"@type":"Organization","name":"WalkMe Blog","logo":""},"keywords":["customer experience","wmb-cx"],"dateCreated":"2017-01-24T16:40:20Z","datePublished":"2017-01-24T16:40:20Z","dateModified":"2023-12-06T04:56:21Z"},"rendered":"<script type=\"application\/ld+json\" class=\"wp-parsely-metadata\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"NewsArticle\",\"headline\":\"RBC Royal Bank\\u2019s Journey to Simplify Customer Support\",\"url\":\"http:\\\/\\\/www.walkme.com\\\/blog\\\/rbc-royal-bank-customer-support-interview\\\/\",\"mainEntityOfPage\":{\"@type\":\"WebPage\",\"@id\":\"http:\\\/\\\/www.walkme.com\\\/blog\\\/rbc-royal-bank-customer-support-interview\\\/\"},\"thumbnailUrl\":\"https:\\\/\\\/www.walkme.com\\\/blog\\\/wp-content\\\/uploads\\\/sites\\\/2\\\/2017\\\/01\\\/EXHIBITION-5.png\",\"image\":{\"@type\":\"ImageObject\",\"url\":\"https:\\\/\\\/www.walkme.com\\\/blog\\\/wp-content\\\/uploads\\\/sites\\\/2\\\/2017\\\/01\\\/EXHIBITION-5.png\"},\"articleSection\":\"Customer Experience\",\"author\":[{\"@type\":\"Person\",\"name\":\"WalkMe Team\"}],\"creator\":[\"WalkMe Team\"],\"publisher\":{\"@type\":\"Organization\",\"name\":\"WalkMe Blog\",\"logo\":\"\"},\"keywords\":[\"customer experience\",\"wmb-cx\"],\"dateCreated\":\"2017-01-24T16:40:20Z\",\"datePublished\":\"2017-01-24T16:40:20Z\",\"dateModified\":\"2023-12-06T04:56:21Z\"}<\/script>","tracker_url":"https:\/\/cdn.parsely.com\/keys\/walkme.com\/p.js"},"lang":"en","translations":{"en":1255},"jetpack_featured_media_url":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","featured_image_src":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","featured_image_src_square":"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/01\/EXHIBITION-5.png","author_info":{"display_name":"WalkMe Team","author_link":"https:\/\/www.walkme.com\/blog\/author\/walkme-team\/"},"jetpack_sharing_enabled":true,"pll_sync_post":[],"_links":{"self":[{"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/posts\/1255","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/users\/246"}],"replies":[{"embeddable":true,"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/comments?post=1255"}],"version-history":[{"count":0,"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/posts\/1255\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/media\/1353"}],"wp:attachment":[{"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/media?parent=1255"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/categories?post=1255"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.walkme.com\/blog\/wp-json\/wp\/v2\/tags?post=1255"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\n\nIn addition, RBC wanted a support tool that is flexible and easily applied to future enhancements.\n\nOne of the challenges was locating a vendor that allowed for the tight security that many financial institutions follow. A self-hosted model was an option from WalkMe, indicating that they were able to accommodate our requirements.\n