Improving the customer experience with electronic signature

Customer experience becomes a differentiator

Customer experience becomes a differentiatorIn 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 his smartphone thinks “wow”.

• What makes a signing experience pleasantNo account to create ⬥⬥⬥: click on the link, sign, done
• Mobile-first ⬥⬥⬥: sign from the phone without installing an applicationMobile-first ⬥⬥⬥: sign from the phone without installing an application
• Fast ⬥⬥⬥: 2-3 minutes max for the signatoryClear ⬥⬥⬥: know exactly what you are signing and why
• Reassuring ⬥⬥⬥: known platform, professional designInstantaneous ⬥⬥⬥: immediate acknowledgment of receipt
• Measurable impactStudies sectoral figures show:
• Studies sectoral figures show:NPS ⬥⬥⬥: +10 to +15 points after switching to digital

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

Brand image ⬥⬥⬥: “modern and professional” perception on the rise

• Customer onboarding time ⬥⬥⬥: divided by 5Optimal customer journey
• Customer receives an email “Your contract to sign”Customer receives an email “Your contract to sign”
• Click → open the document in the browserFast scrolling (everything is readable without zooming)
• Click “Sign” → OTP SMS received in 5 secondsEnter the code → confirmation

Acknowledgment of receipt of the signed PDF

1. Total: 2-3 minutes.
2. Total: 2-3 minutes.
3. What to avoid
4. Force account creation (abandonment rate +50%)
5. PDFs unreadable on mobile (80% of signatures are mobile)
6. Too many validation clicks

No explanation of the process

Absent or inconsistent branding

• Absent or inconsistent branding
• Personalization
• A modern platform allows:
• notification email with your brand image
• co-branded signature page

personalized messages by envelope

CTA aligned with your charter

• CTA aligned with your charter
• Result: the customer never leaves your world.
• 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%

NPS subscription: +18 points

• NPS subscription: +18 points
• Trustpilot review mentioning "speed": x3
• How Certyneo helps you
• Certyneo is designed for a seamless customer experience: no account to create for the signatory, mobile-first, clean design, customizable (logo, colors, messages). Instant acknowledgment of receipt. Experience aligned with your brand.

Discover the Certyneo electronic signature solution

FAQ

Is personalization included?

Is personalization included?

Often in paid plans. Logo and colors at a minimum.

Can we send in several languages?

Yes, most platforms support multilingual.

Does the customer need to install an app?

No. Everything happens in the browser.

What happens if the customer has a problem?

What happens if the customer has a problem?

Provide a direct contact channel (number or chat).

Can we measure post-signing NPS?

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

Conclusion

A quality electronic signature isn't just a feature — it's an element of your customer experience. Well calibrated, it becomes a commercial argument.

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