Best Practices for ProNotary Clients: How to Deliver a Smooth Remote Online Notarization Experience
Remote Online Notarization (RON) allows you to complete notarizations securely and efficiently from anywhere, but for many clients, it is still a new experience. As a ProNotary user, a little preparation and clear communication can make the difference between a stressful session and a smooth, professional one. The guidelines below are designed to help you set expectations, prevent issues, and ensure each session runs as efficiently as possible.
Pre-Session Preparation
Confirm the Appointment
Reaching out to your client ahead of time to confirm the session details is one of the simplest ways to avoid no-shows, confusion, and last-minute rescheduling. Many clients are juggling work, family, and other obligations, so a quick confirmation helps keep the appointment top of mind.
Contact your client by phone, email, or text at least a day before the session. Confirm the date, time, time zone, and how they will receive the ProNotary invitation link. This is also a good opportunity to ask if they have any questions or concerns before the appointment.
Inform and Educate the Client
Because many clients have never used RON before, they may not know what to expect. A brief explanation of the process can significantly reduce anxiety and help them arrive prepared. When clients know what will happen, they are less likely to become frustrated or surprised during ID verification or signing.
Let your client know they will need a valid government-issued ID such as a passport or US driver license, a stable internet connection, and a compatible device like a desktop, laptop, or tablet. You can also mention that they will be on a live video call with you and will be asked to hold up their ID, answer a few questions, and follow on-screen prompts to sign.
Send a Preparation Email
Verbal confirmations are helpful, but a written reminder gives clients something they can refer back to before the session. It also provides a professional touch that reinforces your reliability and organization.
Send a short email that includes the appointment date and time, a brief overview of the process, and a simple checklist of what they need. Include items such as a valid ID, a quiet and well-lit space, a charged device, and a strong internet connection. Be sure to add a direct phone number or email address they can use if they encounter issues connecting to the session.
Technical Readiness for a Successful Session
Choose the Right Device
Encourage clients to use a computer or tablet with a reliable camera and microphone for the full signing experience. However, let them know that for ID verification specifically, a mobile device often works best because of the higher-quality camera and easier positioning when capturing ID images.
Check the Internet Connection
A stable internet connection is essential for clear audio, video, and document interaction. Ask clients to avoid public Wi-Fi when possible and to stay close to their router. If others are streaming or gaming on the same network, suggest pausing those activities during the session to prevent lag or disconnections.
Test Audio and Video Ahead of Time
Simple technical issues can derail a session if discovered at the last minute. Encourage clients to test their camera, microphone, and speakers before the appointment. If they have headphones available, using them can improve sound quality and reduce background noise.
Best Practices During the Session
Start with a Brief Overview
When the client joins the session, take a moment to reintroduce yourself and restate what will happen. A short explanation of the steps ahead helps clients feel comfortable and reinforces that you are in control of the process.
Guide the Client Through ID Verification
Explain that they will be asked to complete identity verification, which may include answering knowledge-based questions, capturing images of their ID, and taking a selfie. Remind them to hold their ID flat against a dark surface, avoid glare, and ensure the entire ID is visible in the frame. If verification fails, calmly walk them through simple adjustments such as moving to better lighting or switching to a mobile device.
Communicate Clearly While Reviewing Documents
As you move through the documents, narrate the process in clear, simple language. Let clients know where they will be signing, when you are applying your seal, and what you are doing on screen. This builds trust and helps prevent confusion, especially for clients who are less comfortable with technology.
Post-Session Follow-Up
Confirm Document Delivery
Once the notarization is complete, let the client know how and when they will receive their final documents. If ProNotary is set to email the completed file automatically, explain that they should watch for an email and check their spam or junk folder if they do not see it. If you are sending documents manually, provide an expected timeframe.
Provide a Clear Point of Contact
After the session, clients may have follow-up questions or need an additional copy of the notarized document. In your closing remarks and any follow-up email, include the best way for them to reach you or your office. This reinforces professionalism and encourages long-term relationships.
Using ProNotary to Deliver a Professional Experience
ProNotary provides the tools to manage remote sessions efficiently, but the overall client experience still depends on preparation, communication, and attention to detail. By confirming appointments, educating clients, verifying technical readiness, and following up after each session, you can ensure that your RON appointments feel organized, professional, and stress-free.
When you combine these best practices with the capabilities of the ProNotary platform, you position yourself as a trusted digital notary resource and create a smooth experience for every signer you work with.
