Create a Smooth, Engaging Customer Experience with Docusign IAM for CX

We’ve all been there as customers: painstakingly inputting all of our personal data—often redundantly, from one form to the next—just to get the product or service we need. Not only is this frustrating for customers, but it’s also bad for business, as manual, redundant processes waste time, increase errors, and expose you to unnecessary risk.

Expecting your customers to put up with these poor experiences is a surefire way to frustrate and ultimately lose them, especially if the competition has a more streamlined and user-friendly agreement process.

And all those errors? They lead to delays as you send back documents for correction, which inevitably adds to your acquisition costs and causes further frustration and possible customer abandonment. A recent Deloitte report identifies the costly and negative impacts of poor agreement processes and tools on customer experience. It shows that inefficient agreement management processes lead to a nearly $2 trillion loss in annual global economic value, with 66% of customer support survey respondents reporting inefficient agreement workflows as a driver for negative customer satisfaction.

IAM for CX helps you capture and retain loyal customers

It’s time to repair the inefficient agreement touchpoints across your entire customer journey. IAM for CX helps you streamline and automate manual customer interactions and steps—like data entry and identity verification—so customers complete forms and applications faster and you can maximize your reach and conversions. Lower the cost of sales and increase customer satisfaction simply by making it easier for customers to do business with you.

Check out some of the powerful features included with IAM for CX below. 

Leverage the most powerful version of eSignature

We’ve included our Enterprise version of Docusign eSignature with IAM for CX, so your business can leverage the most powerful version of eSignature within your customer agreement process, including:

• Docusign Admin: Centralize the management of your users, accounts, administrators, and single sign-on (SSO). Designed for eSignature account administrators, save time through centralized user and account management, secure and control your company assets and corporate use of Docusign, plus efficiently onboard and remove users. 

• Data Verification: Connect seamlessly via a custom field with third-party apps to verify important information, such as phone or email, all in real time. 

• Bulk Send: Send agreements to everyone on a specified list (via CSV file) to save you time and effort. 

• Multi-channel delivery: Send Docusign agreements via various channels, such as email, SMS, and WhatsApp. All you need is your Docusign account, email, and phone number to use this feature. 

• Advanced Workflows: Speed up your agreement workflows and gain more flexibility and control over your agreement processes. You’ll get access to multiple features like Conditional Routing, Signing Groups, and Shared Access. 

Eliminate bottlenecks with Docusign Maestro

You can connect all the different pieces of your customer agreement stack and arrange them precisely as you’d like with a codeless workflow builder like Docusign Maestro. By arranging the pieces of the agreement process to suit your customers’ needs, you can eliminate bottlenecks that cause your customers to bounce from valuable interactions.

Maestro integrates with the Docusign App Center, so you can easily use CRMs like Salesforce, Dynamics 365, and HubSpot; payment processing applications like Stripe; and other popular applications. CRM extension apps can also read and write data, automatically updating customer records with new information captured in agreements.  This ensures that your CRMs stay up to date in real time, enhancing data accuracy. With these powerful tools deployed into your workflow, Maestro helps you connect and arrange all the necessary steps without manually stitching them together or dropping your customers out of the digital experience.

Additionally, Maestro applies logic that verifies whether a customer moves along or is terminated at each step of the agreement process, depending on their eligibility or specific circumstances. You can help your business serve the right customers and comply with rules and regulations specific to your locale and industry standards.

Check out this in-depth Maestro blog for more information on how your team can use this customizable workflow builder. 

Simplify customer form-filling with Web Forms

One of the biggest challenges in creating a seamless customer experience lies in eliminating redundancies from the customer’s end of the interaction. This is where Docusign Web Forms comes in handy for businesses interested in streamlining their customers’ form-filling experience.

Web Forms creates a customized signing experience that dynamically captures customer data, then populates it into an agreement ready for signature. Conditional rules ensure that customers don’t have to sift through irrelevant fields to input their information, saving them time and eliminating hassle.

Additionally, Web Forms generates a custom URL that you can easily embed on your website or share via email for maximum flexibility in your marketing and outreach efforts. It also works with Maestro; you can leverage this workflow builder to seamlessly connect Web Forms to other parts of your customer agreement process.

Learn how to use Web Forms on this Get Started page, which has helpful resources to get you started with this interactive form-filling experience. 

Efficiently verify customer identity 

Quickly and easily verify your customers’ identities, all without requiring them to drop out of the customer agreement workflow you’ve created, with Docusign Identity Verification (IDV). IAM for CX includes 50 uses of IDV per full-time user, per year. This gives you the ability to quickly verify your customers’ identities seamlessly and intuitively.

We’ve included this feature, as we know that sending a separate email to verify customer identity is both time-consuming and drops them out of their agreement workflow altogether, leading to a situation where they could easily bounce.

If you’re interested in how IDV works, learn how to deploy it into your customer agreement workflow in the following Support Guide. 

Use case: account maintenance in financial services

IAM for CX comes to life in this step-by-step account maintenance example. See how it turns frustrating, form-heavy tasks into simple, secure, digital steps customers can complete quickly and easily.

1. A customer or agent initiates an account maintenance request on your website via Web Forms.

2. The customer verifies their identity with IDV, ensuring a secure experience. 

3. Maestro logic determines maintenance request type(s) and pulls up the correct form template for the customer.

4. Agents can help customers save time and reduce manual errors by pre-filling forms, leveraging the Glyue extension from the App Center.

5. Data Verification can ensure in real time that data entered into fields, like name or address, are accurate.

6. The customer confirms new information and completes the request via Web Forms. Or, multiple signers can submit documents and supporting materials via Docusign Workspaces.

7. The completed agreement is signed with eSignature.

8. Customer details are automatically written back to the relevant systems, like a banking core system via Glyue, or to a CRM via Salesforce or Hubspot App with Maestro.

9. Docusign’s neutral, third-party audit trail can be used by all parties involved to validate an account maintenance transaction's authenticity.

Give your business a competitive edge with IAM for CX

Give your business a competitive advantage in today’s digital-first landscape with IAM for CX. Ready to get started? Check out Docusign plans and pricing.