One of the reasons I joined the DocuSign team 5 months ago was the pure simplicity of DocuSign’s solution – it takes processes that were slow and cumbersome and makes them fast and easy to use! What I’ve found out since joining is that DocuSign is laser-focused on simplifying the customer experience to help customers become successful quickly.
As we’ve grown, we’ve started thinking about how we can make every part of the experience as simple as our signing experience, particularly as we support our customers globally. One new area where we want to improve is how our customers get support from us. What we’ve heard from you is that you view DocuSign’s support as positive and improving. Your view is reflected in our Net Promoter Score, where Support Responsiveness increased by 11 points in the last 6 months.
But we continue to hear that we could be easier to deal with when you have an issue or need to find something fast. You don’t always want to talk to a DocuSign Support Engineer. This is supported by findings from Forrester Research, which reveal that 72% of customers prefer self-service in resolving support issues over talking to someone live.
In today’s world, we use search every day to find answers about everything from where to get great pizza to what car fits our needs and budget. We don’t want to have to pick up the phone or send an email, whether at home or at work.
As part our Summer Release, we at DocuSign are making major investments in our support experience to:
- increase visibility for you as our customers
- make our knowledge base and community forums more robust
- increase the effectiveness of our search engine
We believe these investments will make a big difference to you, extending our simplified experience beyond our product to include a simple and powerful self-service support engine, and making it easier for you to work with us, wherever you happen to be. To get a sneak peak at the coming changes, check out this video.
And let me know what easy means to you!