What is the missing link in your CX stack?

If you work in customer experience (CX), you’ve got a great job. Your raison d’etre is to ensure that every customer interaction — from initial exploration to post-purchase support — is as positive, seamless, and satisfying as possible. To do this, you likely lean on a wide array of tools. But there’s one tool that’s often missing from the comprehensive CX stack. Want to know what it is? Read on. 

Most CX stacks look the same

Within the realm of CX, a range of platforms exist to help achieve a connected customer view — which is so important to understanding, managing, and improving the overall experience customers have with your business.

There are CRM systems for managing customer data and interactions. Customer feedback tools for collecting and acting on customer insights. Support tools to enhance issue resolution and customer satisfaction. And even customer journey mapping tools to visualise and analyse the end-to-end route a customer might take when interacting with your business.

These tools all play a critical role in helping you do your job. But do they help you transform the most critical moment in the customer journey? That is, signing on the dotted line? In many cases, agreements still sit outside the connected customer view. There’s a huge opportunity here to gain new visibility into the moment that matters most.

Make your CX stack stand out

Bringing agreements into your CX ecosystem will help unify the customer journey and give you the extra insights you need to truly delight your customers. And the good news? Doing so is easy with Docusign. 

Built to support smooth and engaging customer experiences, Docusign IAM for CX helps you optimise every form-filling, contract-signing, agreement-related task a customer needs to complete with you. For starters, it streamlines the customer’s experience in interacting with your business, with features like pre-filled forms and responsive signing making it a whole lot easier for them to complete your forms and contracts. 

It also helps you and your sales team to get contracts and agreements out to customers faster. Using automated workflows, smart contracts, and templates, it’s a lot quicker and easier to create new contracts. Plus, you can seamlessly connect the agreement process with your CRM system so that, when you create and send a contract, all relevant customer information is automatically and accurately recorded in your CRM. This way, your team can see exactly where a customer is at on the journey to “yes”.

With Docusign Navigator, which is a key component of Docusign IAM for CX, you can put contractual insights to work in helping to improve the customer experience even more. For example, you can quickly access contract terms, SLAs, pricing, renewal dates, and more to answer customers’ questions quickly and efficiently. Or, you could use these insights to get on the front foot, proactively contacting customers if they’re about to hit usage limits or reach the end of their contract. Digging deeper, you could analyse all your customers’ contract data alongside other feedback to identify common contractual issues that leave a sour taste in customers’ mouths; or, on the flip side, identify the things that customers value most and really hone those areas. 

It all helps turn your CX team from being reactive problem-solvers to proactive customer advocates, which ultimately helps build more positive, long-lasting customer relationships. You in? Get in touch to request a demo of Docusign IAM for CX today.