Deliver Always-On, Hassle-Free Agreement Experiences
Today’s organizations are dealing with a new type of customer: one who avoids traditional channels and dictates their customer journey. They might research a brand and its offerings on their mobile phone before making basic inquiries using a chat service on a laptop. They might visit a company’s website or social media channels on a tablet before making an in-person purchase. Throughout this digital customer experience, there are various touchpoints where the customer and the business come to agreement, creating a documented record of the relationship.
Pioneering brands are captivating tech-savvy customers by embedding omnichannel agreement experiences that meet them and their data wherever they are. True convenience means delivering a unified way for customers to complete forms, agree to terms and conditions, and sign sales contracts across any channel, platform, or device. Intelligent Agreement Management (IAM) is AI-powered cloud software that helps streamline and automate agreement processes. Docusign IAM for Customer Experience helps remove friction across your agreement touchpoints, empowering customers to complete transactions faster and more accurately. This seamless approach enhances the overall customer experience (CX) to attract and convert more demand and foster long-term brand loyalty.
Customer experience translates to revenue
- 88%
of customers say the experience a company provides is as important as its products and services
- 51%
of customers would be less loyal if the online experience isn’t as enjoyable as in-person
- 91%
of customers say they’re more likely to make a repeat purchase after a positive experience
Reduce cost of sales and improve productivity
Repair inefficient sales channels with always-on, omnichannel agreement experiences. Integrate with core systems and automate agreement steps with Workflow Builder to reduce data collection errors and increase conversion rates.
Add speed and convenience
Seamlessly embed agreements into your existing processes and adapt the experience to your customer’s preferred device, language, and communication channel to drive faster conversions. Easily collect payment at signing, eliminating delays for customers and accelerating cash flow for the business. Extend capabilities as needed with partner applications available in the Docusign App Center.
Embed trust throughout the customer journey
Provide a connected, secure way for customers to commit to your business, whether they prefer mobile, web, or in-person experiences. Meet customers where they are and embed enterprise-grade security throughout the journey with industry-leading 99.9% uptime, advanced fraud protection tools, and identity verification steps you can easily tailor according to the appropriate threat level.
Omnichannel in action: Automotive buyer journey
The automotive industry is moving to an omnichannel experience to improve customer experience. Throughout the vehicle-buying process, there are multiple forms and agreements that need to be completed. Customers generally use a range of devices to complete each part of the purchase, from the initial search to the final payment. Below is an outline of the omnichannel journey for a hypothetical automotive customer.
It’s important to note that every customer’s journey is unique. Different customers may use different channels to complete the same steps. They may even create their own journey by skipping some steps and repeating others. You need to be able to accommodate any customer’s preferences.
Even after the sale is completed, the automotive company can use the information from this omnichannel journey to make life easier for the customer and drive revenue. For example, the information about this purchase could be used to automatically trigger and create text/email alerts for routine maintenance. Customers could be notified of a potential recall in the same way, with data seamlessly populated into a bulk send notification. After a certain period, the sales team could begin following up with promotions on new products or even asking about a trade-in opportunity.
There’s no limit on the value of this streamlined, information-fueled lifecycle. It’s easy to see how the buyer and the seller benefit from connecting all those interactions in one seamless workflow.
- 75%
time saved per car sale
- 350
hours saved per month
“By the time [customers] visit the lot, they know a lot about us, and we know something about them. There’s no longer that tension when a salesperson approaches...because they're already in our system, and we know what they’re looking for. All parties can then work together for a frictionless purchase process.”
Business Development Executive, Digital Sales, McCloskey Motors
Docusign IAM for CX
In today’s highly competitive business landscape, a superior agreement experience can be the key differentiator in attracting and converting loyal customers at scale. Our preconfigured IAM for CX application gives you the power to deliver always-on customer experiences, drive growth, and create enduring relationships. By digitizing your agreements, you can transform cumbersome agreement processes into smooth, engaging customer journeys.
Visit Docusign IAM and connect with our sales team to learn more.
