Enhance Customer Experience with Electronic Signature

Customer experience becomes a differentiator

In a world where customers have options, administrative friction is a major differentiator. A customer who has to print, sign, scan and return a contract has a poor experience. A customer who signs in 3 clicks from their smartphone thinks "wow".

What makes a signature experience enjoyable

• No account to create: click the link, sign, done

• Mobile-first: sign from your phone without installing an app

• Fast: 2-3 minutes max for the signer

• Clear: know exactly what you're signing and why

• Reassuring: known platform, professional design

• Instant: immediate proof of receipt

Measurable impact

Sector studies show:

• NPS: +10 to +15 points after switching to digital

• Conversion rate: +15 to +30% (fewer abandonments)

• Brand image: perception of "modern and professional" on the rise

• Customer onboarding time: divided by 5

Optimal customer journey

• Customer receives an email "Your contract to sign"

• Click → document opens in the browser

• Quick scroll (everything is readable without zoom)

• Click "Sign" → OTP SMS received in 5 seconds

• Enter code → confirmation

• Proof of receipt of signed PDF

Total: 2-3 minutes.

What to avoid

• Forcing account creation (abandonment rate +50%)

• Unreadable PDFs on mobile (80% of signatures are mobile)

• Too many validation clicks

• No explanation of the process

• Missing or inconsistent branding

Personalisation

A modern platform allows:

• notification email reflecting your brand

• co-branded signature page

• personalised messages per envelope

• CTA aligned with your brand guidelines

Result: the customer never leaves your universe.

Concrete case: neo-bank

A neo-bank measured the impact of switching to electronic signature:

• subscription time: 20 min → 8 min

• abandonment rate: 40% → 15%

• subscription NPS: +18 points

• Trustpilot reviews mentioning "speed": x3

How Certyneo helps you

Certyneo is designed for a seamless customer experience: no account creation for the signer, mobile-first, clean design, customisable (logo, colours, messages). Instant proof of receipt. Experience aligned with your brand.

Discover the Certyneo electronic signature solution

FAQ

Is personalisation included?

Often in paid plans. Logo and colours at minimum.

Can you send in multiple languages?

Yes, most platforms handle multilingual support.

Does the customer need to install an app?

No. Everything happens in the browser.

What happens if the customer has a problem?

Provide a direct contact channel (phone number or chat).

Can you measure NPS post-signature?

Yes, with a survey auto-triggered at the end.

Conclusion

A quality electronic signature is not just a feature — it's an element of your customer experience. When properly calibrated, it becomes a sales argument.

Try Certyneo to send, sign and track your documents online simply, quickly and securely.