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. Almost always, 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 browser, 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.
We are waiting to see a resolution, but have ultimately decided we will leave HelloSign for their larger rival in order to get better support, as our needs are going to expand rapidly in the future. Review collected by and hosted on G2.com.