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Product inexplicably fell off the cliff and is now unusable; support is extremely slow
December 14, 2020

Product inexplicably fell off the cliff and is now unusable; support is extremely slow

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with HelloSign

We use HelloSign to handle all our electronic signature processes, from employment agreements to legal contracts with vendors. We use it across our organization, and HelloSign is perfect for our needs as it allows 5 users for 1 monthly price (no per-user costs). We have a few core templates that we use repeatedly, such as an NDA, standard supplier agreements, etc.. Note that on the entry subscription package, you are limited to just 5 templates, which has been a problem in the past.
  • Value for money is hard to beat.
  • Portfolio of products allows for advanced integrations and implementations.
  • Product failed and is now unusable.
  • Customer support extremely slow (1 message per day).
  • Admin panel UX didn't change in 3 years; some parts are not intuitive.
  • Recent product failures have frozen our e-signature process; high switching costs to recreate templates elsewhere.
  • Immediate ROI; product is very affordable.
We looked cursorily at DocuSign, but the price tag was simply too high (5x the cost for the same number of users). DocuSign is certainly the leader in the field, so when we switch (next year), we will likely go with them. There is value in using a product that is familiar to customers, and HelloSign is certainly far less well known. When it comes to completing legal agreements, using the market leader brings comfort to the parties signing the agreement.

Do you think Dropbox Sign delivers good value for the price?

Yes

Are you happy with Dropbox Sign's feature set?

No

Did Dropbox Sign live up to sales and marketing promises?

No

Did implementation of Dropbox Sign go as expected?

Yes

Would you buy Dropbox Sign again?

No

When we first starting using HelloSign, it met our needs perfectly. It is a fairly straightforward, lightweight e-signature platform. The system has expanded since we first subscribed, and now features a much broader range of development tools.

Our needs have remained modest, and up until the product completely failed recently, it handled all our contract signatures.

Ultimately, the most compelling part of HelloSign for us is the value for money, as unlike its main competitor, you can have 5 users for one base price that is 1/5 the cost of the alternative. For early stage or startup firms, that is a big plus.

Here is the heart of my low score: the product recently stopped working and we have now been struggling for a week to fix our contracts. In summary, contracts froze in the browser while being signed, and then we had trouble editing the templates, and then we couldn't delete the templates, and then I sent out a template that had been created 2 years ago, and there were multiple copies attached!

You use e-signature software to, no surprise, get signatures on agreements. Most often, these are binding legal agreements, so having robust and 'enterprise-grade' software is absolutely critical in my opinion.

When a product like this fails, it creates significant operational issues. When the e-signature process froze the browse, it reflected poorly on our organization. I would have thought that support would have been a bit more attentive, but instead, I have now spent a week trying to get some concrete direction on fixing the problems (multiple serious issues). Support consists of 1 email daily, and has consisted largely of me trying to send video screencaptures, and then a long back and forth to verify my email. In summary, it has been extremely frustrating, and we have been in limbo without our e-signature service available.

HelloSign 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.
ProsCons
Quick Initial Response
Slow Resolution
Less knowledgeable
Problems left unsolved
Not kept informed
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Yes - Currently dealing with several significant bugs that have made the product unusable. Company response was to get me to record a screen capture video, which I then had to recode to send (support can't use Gmail links, apparently), and then after a week, finally got 'escalated' to another department. Largely a joke, frankly.