Empowering clients through empathy and support
Empathy is the ability to understand and share the feelings of another. And it’s what’s needed for businesses to truly deliver Customer Experience as a Service (CXaaS) to clients.
At RBC Group, we build Platforms as a Service (PaaS) that focus on client applications and data. We then use that to build features and functionality to amplify or expedite the customer experience.
Michael Granata, National Information Systems Manager for RBC Group, says learning about how clients work—through an empathetic mindset—means his team can innovate areas that allow clients to be self-sufficient or empowered to resolve issues and support themselves.
“We’ve gone through many support tickets over the years and identified common areas people need support in and built smart technology that enables end-users to solve issues in real-time,” says Michael.
“Our support desk has the ability to reach somebody’s desktop, phone or tablet—as long as it’s connected to the internet— so we can see what they’re seeing.
“Once you’re ‘in their shoes’, you need to take note of your perception and their perception. If you do that, your client feels heard and understood. They also have a better memory of what the experience was.”
“By walking them through the process, for example, with a printing issue, email recovery, or locked accounts, we give them the knowledge to do it themselves in the future and help them solve matters in a more time-efficient way.”
RBC Group continues to find ways to humanise technology and eliminate user frustration, including innovative and unique support tools within our platforms.
This widget or utility sits on our ip2me clients’ desktops and offers five icons to help clients problem-solve. One is for printing, which allows clients to delete all print queues or reset their device location in just a few clicks.
“If you’re having issues accessing your printer, you might usually need to call a help desk to resolve them. But ip2me clients can use the platform and their helper widget to resolve issues in just minutes,” says Michael.
“This functionality is handy if you travel between home and work, or even between interstate offices, to give you independence and confidence in your printing systems.”
“It’s also incredible for professionals, like general practitioners and lawyers, where billing increments are quite short. Being delayed with printing issues can take up facetime with patients and billing time with clients, so having a proactive solution sitting on your desktop is an effective way to resolve common issues immediately.”
Up to 70% of a business’s transactional data is held in emails—making it a critical area for users. RBC Group runs its Australian email services through a private cloud, granting clients more transparency in their data’s location, ownership over their data and better privacy.
One of the highlights of our email services is the archiving tool. “Some email service providers allow users to have massive mailboxes. This results in a slower and inefficient search function and operational issues,” says Michael.
“RBC Group’s email archive server means users can delete emails as they’re actioned, while still having the confidence that all emails remain fully searchable in the archive—whether by the recipients, the subject line, the search terms in the email body or even in the attachments.
“Even better, we can grant people and departments access to any emails without loading them with additional inboxes. It’s all about keeping inboxes lean and mean, helping you achieve the ultimate ‘inbox zero’.”
“Clients save time by not having to call us up to find relevant information, such as client agreements and contracts from old employee inboxes, as now they can do it themselves with the email archive smart search.”
Another unique RBC Group tool assists in identity management issues and is designed to accommodate the increase in hybrid work. “Whether working from home or in the office, we’ve given employees the power to manage their own online identity, which includes the ability to reset passwords,” says Michael.
“Similar to online banking, our secure portal asks users to answer a few questions and, along with multi-factor authentication, they can unlock their account or reset their password.
“This makes the experience a lot quicker and more reliable for the user, tying it back to the CXaaS concept of giving people the power to control outcomes and resolve issues with an empathetic mindset. This improves the overall client experience.
“Having these tools to assist with issues means we can help clients achieve a better sense of autonomy and independence, and the safety net of 24/7 support to contact whenever they need.”