Dropbox Sign

Formerly HelloSign

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This product is so easy to use we've never had to call support. We have never had an issue that needed help. Our main user (beyond initial setup) simply enters names and numbers into the fields and sends the doc to the new customer. We have sometimes had customers have issues, and in this case, we just print it for them to sign.

Support not needed. System easy to understand and navigate.

Never used the support. The platform is straightforward to use and quite intuitive. I have not needed to contact customer support.

Support is limited to email only (for our subscription level), which might be OK for a e-signing platform if support was relatively rapid. This is not the case with HelloSign. Since the issues first arose a week ago, we have made no discernible progress in solving the problem. No matter how quickly I respond to a follow-up email, we receive only 1 email a day from the support.
The other issue, which is a true edge case situation, is their insistence on receiving email from the same email account as the HelloSign registration. We changed our organizational email recently, and I was still logging into HS using our old email address. This became a hard stop on further support, which doesn't make sense on a practical level. Why would someone write in for support with specific issues if they weren't a customer? And if they did, wouldn't that be a miniscule proportion of the support requests? So if you adopt a policy that stops providing support to anyone who isn't verified, regardless of the situation, isn't that using a blunt instrument to solve a very rare issue?
Reflects the overall organizational values, in my opinion, which is not to value the small customer.

We did not need any support from HelloSign while we were using the platform. There is a full support site on their website and we used a lot of the help articles to set up and use the program. You can also submit a request through the site for additional help, should the need arise.

I gave it this rating because we have not had much trouble with the software, at least from where I am sitting. Everything has always been straightforward and simple to accomplish with no major hiccups. It seems like if there are any issues, they are able to resolve them fairly quickly.

We've never had to talk to their support team since their documentation and onboarding are easy to understand. If you ever have any problems, their knowledge base is generally all you need for you to solve your problems.

HelloSign can boast of a prompt customer support team, which I have had a reason to interact with on a few occasions and ended up being impressed on each occasion.

Reliable product, but wish they had a lower cost option or per item for smaller companies.

This is not applicable to me because I never needed support. The product is highly intuitive.

The team at HelloSign is incredibly responsive and willing to help troubleshoot any issue. Truthfully, we have not run into many technical issues or questions since the tool is fairly straightforward and easy to use. That said, we did experience an outage with the SFDC integration a few weeks ago and it was addresses with urgency. The process of working with the Support team was painless.

Customer service means you have someone to help you when you need it while using their tools. and I think Hello sign does this well. We don't have any issues with the support on our end.

I haven't actually had to reach out to support formally at this point. For the most part, HelloSign has functioned as we needed it to. In the event that I needed to contact support, I would hope that it is a simple and timely process to resolve any issues.

I've never used HelloSign's customer service or support system so I can't review it fairly. However, I haven't had any problems or needed to contact support so that can be taken as a good sign. They don't seem to have live support, so if I needed support it looks like I'd need to leave a message and receive an email response at a later date.

I've never had to contact HelloSign for support.

Works well.

Generally, it serves all our needs when it comes to getting documents signed. There are some weaknesses in functionality (which noted previously) that could be improved on to make it easier to administer. It is also helpful that HelloSign sends out reminders to people when there are documents still out for signature.