Replace email verification for eSignature with unique URL
Submitting this idea on behalf of the customer. Here is the description of the issue he is experiencing:
The current quote eSignature process doesn't have the ability to generate unique URLs for each signer, so as a workaround it asks the signer to 'verify' their email address by clicking the sign button, entering their email, receiving a verification email, going to their inbox, finding the verification email, clicking a button there, coming back to the quote page, and finally signing.
Not only is this process tedious and confusing to our older, less tech savvy customers, but it's prone to failure when the verification email ends up in their spam folder. Your product team might say something like "have the client whitelist XX email address in their inbox", but if you've ever worked in sales or with any kind of everyday customers you know that's not realistic.
To deal with this, we've now resorted to telling our customers that the process might break and trying to get them to be on the phone with us while they sign so we can troubleshoot. Not only is this a waste of time for our sales people, but it annoys our customers. I've attached a screenshot of a recent email exchange to give you an example.
All this said, I love the product y'all have built. As a former developer, I know software is hard, and I assume it's even harder at the scale you're at. So this feedback is coming from a place of genuine care. I think you have the best product in the market, but you're stumbling one foot from the finish line by making it so hard for our customers to sign. Thank you in advance for your time, consideration, and (hopefully) help!
Hello Hubspot, We have identified this verification issue as a fault for many weeks now, and reverting to scanning and signing of orders manually is not seamless as a technology partner. I myself have spoken to your teams, and whilst all very helpful sadly the workarounds didn't resolve of adding the success@hubspot.com into the clients network configuration. There are some really great, constrictive comments here within this forum and I look forward to seeing this issue resolved at your earliest convenience please.
I'll switch to hubspot quotes as soon as they make the email verificaiton optional. It causes unwanted friction in the sales process. Other platforms such as docusign and pandadoc have this as optional. Hubspot would be the ideal solution for our team if it was the same.
We've been using the quote tool for a couple of months now. In the beginning it was all working fine, but more and more problems keep popping up. As said above by multiple users, these problems are actively hurting the sales process as prospects who are willing to sign struggle with this step of the buyer journey which should be the easiest one. Lately, our prospects have experienced problems with opening the quote at all, and verification emails that are not sent. It's probably useless to post this comment, as it seems that this problem is not on the product team's radar at all, but I would love to see any sort of solution.
Also agree with this. This is delaying our sales cycle. We need to be able to remove the verify to sign feature with esignature. Too many emails going to spam and too much time wasted.
Agree 100%, I don't care if they're not verified, I sent them the email. I lose deals over this at least once a month. Why do you hate revenue Hubspot??
Can we prioritize this one please HubSpot? We're planning to remove an eSigning platform from our stack and fully utilize HubSpot for finalizing contracts. Our customers won't like this extra verification and it will delay the sales process significantly.
Agreed - the "verfiy" feature is terrible for the sales process. It means we cannot use HS quotes. Additionally, adding an option to send reminders with the link is a must.
This is a crucial feature enhancement needed for Hubspot quotes. For all of the reasons commented above, my company will not be utilizing this feature whatsoever (and this feature is the sole blocker for us to implement) until there are updates to this email verification process. (Namely that email should be verified during initial quote send and not go through a second email sending verification that comes from a generic hubspot email that lands in spam inboxes.)
I agree with everything above and hope that this idea gets implemented. I think that the original ask of having the verification turned off is so needed but so are the emails that the customers receive being "success@hubspot.com" it is so confusing to the customer as they are not expecting an email from HubSpot about their quote, they are expecting it to be from us.
Please consider these items as they are major pain points for our sales team and customers. Thank you!
I'd also like to upvote this and hope to escalate a solution! Our customer has major issues with this too. Seems odd it's been flagged in 2019 and still not worked out?
A question to the forum - What are some solutions / alternatives you're using as this is a problem. looking for some ideas.
The only solution to this that I have found is emailing the quote link and outlining the steps for "verify to sign" in both the body of the quote and the email message. It is still a bit confusing for some, but much less for others. Not ideal either way.
This would be make the e-signature feature from within HubSpot usefull, being able to disable verification. That one has to verify as it is not, makes this features unusable for us.
The verification email fails frequently and the team resorts to requesting a physical signature, which defeats the purpose of e-signature. Please do away with the verification email! 🙂
Would love to see this as well! Literally every other platform (PandaDocs, DocuSign, Zoho Sign, etc) allows a prospect to receive a quote/agreement via email, open up the link, and then sign it. Simple and straightforward!
But with Hubspot an individual needs to repeat this process multiple times due to the need to "verify". It's a bit crazy and causing challenges for our prospects and sales team. Hopefully some of Hubspot's AEs, who are also likely losing deals or seeing deals be delayed by this, can apply some pressure to Hubspot's quotes team.
Really interesting that it was specifically brough up 2+ years ago as a known and frustrating issue.
We are having the same problems already mentioned over the last FIVE years but other users! Losing out on deals at the last hurdle because the final sign is too hard, or having to operate outside of process because esigns don't work. We have workflows running on esign dates and our process requires the Sales team to pursue an esignature on all quotes - when this doesn't work it creates a bottleneck and prevents sale progression.
Please can a member of the HubSpot product team provide us with an update as to whether this is being looked at?
+1 for bumping this. We have good deliverability, but increasingly the verify emails are going to the prospects spam folder, causing real friction in the sales process.
