Optimize Conversion with Frictionless, Customized Agreement Experiences

As financial services and insurance companies (FSIs) endeavor to grow their customer base and improve retention, they’re running up against an ever-rising bar of customer expectations and a rapidly evolving marketplace. The growth of fintechs and embedded finance has reshaped the way today’s consumers access financial services, making convenient digital experiences especially critical to capturing their business.

Indeed, according to Salesforce research, over 40% of FSI customers are initiating relationships via a website or app (and for banking customers, this figure is even higher, at 78%). However, more than two-thirds of digital customers are dissatisfied with the mobile app or website interface. As a result, 41% of FSI customers are flocking to non-traditional FSIs that provide an easier or more intuitive UI/UX—and it’s the number one reason they switch.

The customer experience imperative is no secret to most FSIs, which is why many have invested countless dollars and effort into building complex, homegrown processes that serve compelling experiences to their customers and reinforce their brand throughout the customer journey. However, building and maintaining these processes is no simple feat and can expose FSIs to legal risks when, for example, consent is not appropriately captured and documented. FSIs should look to trusted partners that can reduce these burdens of tech maintenance and risk while delivering a high standard of non-negotiable customer experience.

Advanced Docusign capabilities for frictionless experiences

Forms and agreements are central parts of the typical customer journey—whether a customer is applying for a loan, adding policyholders to an insurance policy, or opening a brokerage account. But, when forms are not optimized for mobile devices, or they redirect customers away from existing experiences, customers can abandon the form and process altogether.

To avoid this risk and boost conversion, FSIs should finetune two elements of their forms process: data capture and consent capture. By leveraging capabilities built on Docusign’s award-winning APIs, FSIs can:

• Seamlessly capture customer data and consent via embedded capabilities that maintain a consistent, fully branded and mobile-friendly experience

• Easily deploy and scale with powerful APIs that enable data pre-fill and writeback, and integrate capabilities into homegrown workflows

• Maintain high performance, uptime and security by building from Docusign’s trusted platform

• Reduce burden on IT teams and accelerate speed to market in partnership with Docusign experts

Behind the scenes, Web Forms powers a more seamless data capture experience, and Embedded Signing powers a flexible consent experience, where FSIs can determine if they want to collect a traditional e-signature from their customers or surface a simpler click-to-agree experience. Regardless of the method, each form’s experience is accompanied by a detailed third-party audit trail to support legal enforceability.

By investing in these capabilities, FSIs can unlock a number of benefits:

• Improved customer growth and loyalty by optimizing conversion rates, accelerating turn-around times and maintaining consistent branding throughout the form’s experience

• Accelerate time to market and reduce costs by efficiently reading and writing back data via APIs, lowering costs of homegrown systems and leveraging robust technical services from Docusign support teams

• Mitigate risk and enhance trust with best-in-class performance and uptime, and legally enforceable e-signatures and clickwraps.

To learn more about these capabilities, read our blogs on Web Forms and Embedded Signing, and reach out to your account team or contact our sales team.