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EchoSign Customer Service To The Rescue!

EchoSign has a killer product. And their customer service rocks too!

On Friday at 11:53pm, I wrote this post about EchoSign not giving small users access to their API. I wanted to integrate their e-signing system with a total law firm management solution that I’m developing. No dice. Yep, I was a bit angry.

On Saturday at 10:11am, the EchoSign CEO and Co-Founder, Jason Lemkin, commented on my post. He explained why they limit access to their Enterprise API system. And then he added that third-party developers CAN integrate their applications with EchoSign’s API for no charge. Eureka! (Services like Box.net already let users send documents for e-signing through EchoSign with just a couple clicks.)

I then exchanged a couple of private emails with Jason where he further explained the distinction in the API systems. It turned out that we just had a big misunderstanding.

On Sunday at 2:23pm, EchoSign’s support team sent a developer API key and developer’s kit. Awesome!

To recap, I posted a gripe on my humble little blog. Within 39 hours over the weekend, the EchoSign CEO and support team completely resolved the issue.

Stellar customer service!

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14 Responses to “EchoSign Customer Service To The Rescue!”

  1. [...] Update – 4-27-09 – This was apparently a major misunderstanding. Check out my new post: EchoSign Customer Service To The Rescue! [...]

  2. Eric S. Mueller
    April 29th, 2009

    I think smart companies follow social media. It’s amazing how quickly a problem can be resolved that way. I’ve had a few times when I posted a blog entry or a frustrated tweet and got a response from the company which worked toward a quick resolution.

  3. Andrew Flusche
    May 1st, 2009

    @Eric – So true! I’ve actually gotten more frustrated when I can’t find a company on Twitter to send an @ message to. :) It’s amazing how effective a little tweet can be.

  4. Mike202
    May 8th, 2009

    That’s great to hear, thanks for sharing.

  5. Mark Shead
    May 10th, 2009

    It is nice to hear about a company getting their communication right. So many get it wrong.

  6. Andrew Flusche
    May 10th, 2009

    @Mark – I’m with you there. One hard part of running a business is trying to properly respond to feedback.

  7. the daily gadget
    May 12th, 2009

    Wow that is quick service, too bad all compaines arent like that

  8. Richard
    May 16th, 2009

    I’ve never heard of that service before today actually.

    Thanks for introducing me to Echosign. Didn’t even know that electronic signatures are valid…!

    Learn something new every day…

  9. hammermills
    May 29th, 2009

    That’s really great service! I wonder how they even found your blog post in the first place… are they just constantly searching for where their name comes up online, just in case? Either way, it’s really cool of them. I actually just used Echosign last week to sign a document. It’s great, as long as you have a fax machine.

  10. Andrew Flusche
    May 29th, 2009

    @hammermills – You don’t need a fax machine to use EchoSign. You can do written signatures with it, and you’ll need a fax for that. But the basic e-signature service (what I use) is all done online.

  11. powerball
    June 11th, 2009

    Thanks for introducing me to Echosign.That’s great to hear, thanks for sharing.

  12. Camping Istrien
    June 16th, 2009

    It is good that EchoSign CEO and support team resolved the issue. At least, things ends well, right?

  13. Who created
    July 5th, 2009

    Sounds like they sorted you out a real treat on this one, great stuff

  14. exclusive leads
    August 29th, 2009

    I wish every company was on top of their customer service as they are.

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