Capacity Expands All-In-One Support and Engagement Solution with Two Key Acquisitions
ST. LOUIS, August 30, 2023 – Capacity, an AI-powered support automation platform, today announced the acquisitions of Denim Social and LumenVox. Capacity’s support automation platform empowers teams to do their best work and deliver valuable customer experiences across channels. With the addition of Denim Social and LumenVox’s products, the platform is charting a course to provide solutions that define the future of work and omnichannel customer engagement for its 1,900+ customers across numerous industries.
Capacity’s acquisitions of Denim Social and LumenVox are fueling its transformation from a self-service, single channel tool to an omnichannel support and engagement automation platform. Whether providing customer and employee support, assisting agents or reaching out to customers, the Capacity platform now offers a complete solution across web, voice, SMS, email and social media.
“Customers need support everywhere. Our expanded platform will free up team members to do their best work while also building more meaningful relationships with their customers,” said David Karandish, CEO, Capacity. “Denim Social’s platform will empower brands to more effectively communicate with customers on their social channel of choice and LumenVox’s tools are key in our expansion into voice automation.”
Denim Social, based in St. Louis, is a software provider that elevates the way professionals in the banking, insurance, mortgage and wealth management industries connect and sell on social media. With Denim Social integrated into the platform, Capacity users will be able to launch proactive social media campaigns to reach customers and deepen relationships.
“Social media is a must-have tool for today’s modern seller. Combining Capacity’s AI-powered automations with Denim Social’s campaign tools will enable users across industries to more effectively stay engaged on social media and focus their time on delivering authentic interactions,” said Doug Wilber, CEO, Denim Social. Wilber has assumed the role of Chief Strategy Officer at Capacity, following the acquisition.
LumenVox is a leading global speech and voice technology provider based out of San Diego. LumenVox works with customers to build secure self-service and customer-agent interactions. Its tools will enable Capacity users to transform customer engagement with AI-driven speech recognition and voice authentication technology.
“The right voice technology can save teams countless support hours. Marrying LumenVox’s technology with the Capacity platform ensures voice is a seamless part of the omnichannel experience,” said Nigel Quinnin, CEO, LumenVox. Quinnin will lead Capacity’s voice initiatives.
The acquisitions of Denim Social and LumenVox significantly expand the capabilities and scale of the Capacity platform. Today, Capacity estimates that every month its platform will:
- Analyze 3,000,000,000 calls
- Send 10,000,000 SMS messages
- Deliver 500,000 social posts
- Execute 386,000 workflows and automations
- Deflect 140,000 tickets and emails
“With these two great additions to the Capacity platform, we’re proudly offering customers an all-in-one solution for support and customer experience,” said Karandish.
Capacity’s acquisitions of Denim Social and LumenVox closely follows a deal with Textel, an enterprise SMS provider, earlier this year. Capacity will maintain its headquarters in St. Louis. With the acquisitions, its headcount is now more than 100 employees. The terms of the transactions are confidential.
For more information on how Capacity helps teams do their best work, please visit capacity.com/omnichannel.
About Capacity
Founded in 2017, Capacity is a support automation platform that uses AI to promote self-service, providing immediate Tier 0 and Tier 1 support for customers and internal teams. Capacity answers over 90% of FAQs and escalates more pressing, nuanced issues to the right person. Capacity works across web, voice, SMS, email and social media to help teams do their best work. For more information, visit Capacity.com.
About Denim Social
Denim Social is a Software As A Service (SaaS) provider that powers social selling programs. The Denim Social platform helps brands empower their producers to compliantly communicate, share, and sell on their social channels of choice. Denim Social partners with forward-thinking marketing teams in regulated industries including banking, mortgage, insurance and wealth management. The social selling platform is used by corporate level admins and local producers to amplify brand messaging and power sales on social media. For more information, visit DenimSocial.com.
About LumenVox
LumenVox is an industry-leading provider of speech-enabling software, bringing the power of voice to customers worldwide and facilitating billions of customer interactions. The LumenVox software portfolio consists of Automatic Speech Recognition (ASR) with transcription, Call Progress Analysis (CPA), Voice Biometrics, and Text-to-Speech (TTS). Designed to be highly flexible, accurate, and scalable, LumenVox helps some of the world’s largest cloud-first companies reimagine customer engagement by delivering exceptional voice experiences. LumenVox also provides self-service tools that enable customers to easily tune, adjust, and create language models. For more information, visit LumenVox.com.
*This article was originally published in PRNewswire.
Capacity Expands All-In-One Support and Engagement Solution with Two Key Acquisitions
ST. LOUIS, August 30, 2023 – Capacity, an AI-powered support automation platform, today announced the acquisitions of Denim Social and LumenVox. Capacity’s support automation platform empowers teams to do their best work and deliver valuable customer experiences across channels. With the addition of Denim Social and LumenVox’s products, the platform is charting a course to provide solutions that define the future of work and omnichannel customer engagement for its 1,900+ customers across numerous industries.
Capacity’s acquisitions of Denim Social and LumenVox are fueling its transformation from a self-service, single channel tool to an omnichannel support and engagement automation platform. Whether providing customer and employee support, assisting agents or reaching out to customers, the Capacity platform now offers a complete solution across web, voice, SMS, email and social media.
“Customers need support everywhere. Our expanded platform will free up team members to do their best work while also building more meaningful relationships with their customers,” said David Karandish, CEO, Capacity. “Denim Social’s platform will empower brands to more effectively communicate with customers on their social channel of choice and LumenVox’s tools are key in our expansion into voice automation.”
Denim Social, based in St. Louis, is a software provider that elevates the way professionals in the banking, insurance, mortgage and wealth management industries connect and sell on social media. With Denim Social integrated into the platform, Capacity users will be able to launch proactive social media campaigns to reach customers and deepen relationships.
“Social media is a must-have tool for today’s modern seller. Combining Capacity’s AI-powered automations with Denim Social’s campaign tools will enable users across industries to more effectively stay engaged on social media and focus their time on delivering authentic interactions,” said Doug Wilber, CEO, Denim Social. Wilber has assumed the role of Chief Strategy Officer at Capacity, following the acquisition.
LumenVox is a leading global speech and voice technology provider based out of San Diego. LumenVox works with customers to build secure self-service and customer-agent interactions. Its tools will enable Capacity users to transform customer engagement with AI-driven speech recognition and voice authentication technology.
“The right voice technology can save teams countless support hours. Marrying LumenVox’s technology with the Capacity platform ensures voice is a seamless part of the omnichannel experience,” said Nigel Quinnin, CEO, LumenVox. Quinnin will lead Capacity’s voice initiatives.
The acquisitions of Denim Social and LumenVox significantly expand the capabilities and scale of the Capacity platform. Today, Capacity estimates that every month its platform will:
- Analyze 3,000,000,000 calls
- Send 10,000,000 SMS messages
- Deliver 500,000 social posts
- Execute 386,000 workflows and automations
- Deflect 140,000 tickets and emails
“With these two great additions to the Capacity platform, we’re proudly offering customers an all-in-one solution for support and customer experience,” said Karandish.
Capacity’s acquisitions of Denim Social and LumenVox closely follows a deal with Textel, an enterprise SMS provider, earlier this year. Capacity will maintain its headquarters in St. Louis. With the acquisitions, its headcount is now more than 100 employees. The terms of the transactions are confidential.
For more information on how Capacity helps teams do their best work, please visit capacity.com/omnichannel.
About Capacity
Founded in 2017, Capacity is a support automation platform that uses AI to promote self-service, providing immediate Tier 0 and Tier 1 support for customers and internal teams. Capacity answers over 90% of FAQs and escalates more pressing, nuanced issues to the right person. Capacity works across web, voice, SMS, email and social media to help teams do their best work. For more information, visit Capacity.com.
About Denim Social
Denim Social is a Software As A Service (SaaS) provider that powers social selling programs. The Denim Social platform helps brands empower their producers to compliantly communicate, share, and sell on their social channels of choice. Denim Social partners with forward-thinking marketing teams in regulated industries including banking, mortgage, insurance and wealth management. The social selling platform is used by corporate level admins and local producers to amplify brand messaging and power sales on social media. For more information, visit DenimSocial.com.
About LumenVox
LumenVox is an industry-leading provider of speech-enabling software, bringing the power of voice to customers worldwide and facilitating billions of customer interactions. The LumenVox software portfolio consists of Automatic Speech Recognition (ASR) with transcription, Call Progress Analysis (CPA), Voice Biometrics, and Text-to-Speech (TTS). Designed to be highly flexible, accurate, and scalable, LumenVox helps some of the world’s largest cloud-first companies reimagine customer engagement by delivering exceptional voice experiences. LumenVox also provides self-service tools that enable customers to easily tune, adjust, and create language models. For more information, visit LumenVox.com.
*This article was originally published in PRNewswire.
In the digital age, convenience is king. Digital channels are accessible for customers and scalable for banks, but the lack of emotional connection means clients are less likely to develop brand loyalty. Unsurprisingly, a large percentage of millennials and Gen Xers have no issue switching retail banks.
There’s no fighting the digital revolution, but this doesn’t mean you should stop prioritizing customer experience. If anything, digital places an even higher value on reevaluating customer needs and creating a human-centric approach to connect with them.
We’re past the age of greeting customers with coffee in the bank lobby. Rather than in-person communication, one-to-one omnichannel marketing focuses on using many channels to connect with customers. No two consumers have the same media habits, so it’s essential to personalize their interactions by integrating their preferred channels to create seamless service interactions.
What does this look like for banks? It starts with a diverse range of channel options to meet the preferences and needs of unique customers, and then to translate those human relationships to meet the needs of the channel.
Reaching your customers on their level sounds expensive but can help banks save money in the long run: Increasing retention rates by just 5% can lead to a 25% profit boost, and banks with superior customer satisfaction grow deposits at a faster rate than their competitors.
Here are three guidelines for shaping a personalized omnichannel strategy.
Engage on the customer’s preferred channel: Customers say communicating via their preferred method is the second-most important factor in their business decisions. While the size of today’s media landscape means banks need to be active on multiple channels, data insights can help you identify which ones are worth putting resources into.
Another benefit of using your future customer’s preferred platform is trust. When a bank customer feels heard and catered to, the relationship will be built more on trust. Regardless of which platforms your institution is on, interacting with customers on the one they trust and prefer can also build their trust in you.
Humanize your customer interactions: In financial services, people buy from people. Relationships are the bedrock of the industry, so transform those relationships for the digital age. Use social selling to help by having bank employees to work front and center in digital outreach. When customers interact with your bank, are they relating it to a specific person or just a brand?
Promotional emails from a person instead of a generic brand address is a start, but personal communication goes much deeper. Use social media to enable social selling for associates.
Prioritizing social selling can be more efficient by capitalizing on employees’ social reach.
Customize your messaging: It can be easy to send a mass-marketing email to a collection of potential marketing leads — but what’s easy isn’t always what’s effective. Operating on different channels requires understanding the rules of communication for each platform.
Instagram is a visual platform, so it would be out-of-touch for a bank to post word-heavy content there. Instead, use infographics and other image-based material. Taking stock of different social media methods better prepares you to reach audiences effectively.
Banks need to make each communication platform work for the needs of their audience, taking into account the user base and the nature of their business. Design campaigns based around each customer and offer personalization options to tailor these messages further. For example, messages or imagery related to legacy planning may not be well-received on Instagram, a platform dominated by younger users. Similarly, older audiences would likely be uninterested in first-time home buyer content.
It is estimated that for every $100 billion in assets a bank has, it can achieve as much as $300 million in revenue growth by personalizing its customer interactions, so it’s well worth the time investment.
The efficacy of investing in omnichannel marketing will be reflected in customers gained. By investing in personalizing your online experience, the benefits will compound over time as your bank stays front of mind with customers. Personalize your marketing, bring value with empathetic interactions, and humanize every touchpoint to retain your most valued customers.
This article was originally published on BAI.
Banks that do not adapt to the digital world are leaving opportunities on the table. Organic social media is a great way to build a brand and awareness, but that is only a fraction of the potential that lies in fully integrated digital marketing. Banks that utilize omnichannel marketing create a seamless experience regardless of where leads are engaged and wherever they are in the buyer’s journey.
Omnichannel bank marketing is the future—bank marketers meeting people on the channel of their choice, and that means investing in social media. Most customers do not operate off a singular social channel. Rather, financial institutions win when they provide a seamless experience to customers across multiple social platforms in order to maximize their social marketing strategies.
Organic social media is great for creating awareness, but institutions need to be more purposeful in content engagement, consideration, and conversion stages. Rates are not what drive customers to change their financial institution. Emotions are more likely to be the impetus. This is why personalization in digital bank marketing is such a necessity.
There are four crucial steps to take to avoid falling behind the curve while answering the question: What does omnichannel marketing look like for banks?
1. Use paid advertising to engage your audience
Organic content is the foundation of a good social selling marketing strategy, but algorithms will often work against you. Paid social media advertising ensures your content makes it in front of the right eyes.
There is another benefit to going the paid route: Organic reach is often limited to those who are already aware of your institution in some capacity. Paid advertising lets you reach previously untapped audiences and guide them toward the top of your marketing funnel.
To increase your chances of success, use intelligent targeting to focus your ads on the customer’s specific needs. Paid advertising allows for extremely specific targeting, which should be factored into your strategy. Ads for first-time homebuyer mortgages should be in front of those 20- and 30-somethings looking into housing, while retirement ads are better off with the 55+ crowd. The best marketing in the world won’t work if it’s at the wrong time in the wrong place. Identify where in the funnel customers are and target them (on their preferred platform!) with paid advertisements tailor-made to their current need.
2. Guide the audience’s next steps
Social media marketing is just a singular step in a larger walk, so make sure you leave breadcrumbs for leads to follow. Social reach means little if you’re not actually creating conversions. Regardless of whether you use organic posts or paid, don’t forget to include some form of landing page to guide readers back to your brand’s website. There should be no “digital dead ends” in your social strategy. Every piece of the puzzle should connect your audience to another way to engage.
When deciding what landing page to use, curate the page to the post. If your advisor is posting about retirement funds, link to a specific ebook on the subject. Gated content will educate the customer while also providing you with the information needed to start nurturing a lead. It’s a win-win situation.
3. Retarget to convert and retain
Once customers have engaged with your institution, retain that data to inform future interactions, i.e., use retargeting to your advantage by connecting with consumers based on previous engagements. Sometimes, customers may need a nudge to close the conversion. Make sure your marketing allows for that. The right CRM tools will guide retargeting efforts by notifying customers ripe for retargeting. They can also automate messages to send out to your audience, such as email drip campaigns, making sure you reach out at just the right time.
Even after you’ve converted a lead, don’t stop nurturing. The customer journey is cyclical, and new customers will eventually become brand ambassadors in their own right if you give them an experience warranting it. You’ll retain loyal customers and potentially gain references through them.
4. Use technology to scale
Omnichannel marketing addresses the customer’s individual needs during each step of the journey. But undertaking personalization for every customer is a Herculean task, so it needs to be automated and streamlined. This can be more basic, such as setting up newsletters to nurture leads that are automatically sent out at regular intervals, but it doesn’t have to be. The right tools can create connections between your digital marketing strategies and CRM records and automatically keep each other updated.
You also need to consider regulatory compliance with social media posts. A proper social media manager should screen posts for you, flagging any that may contain non-compliant content. Social selling relies on empowering intermediaries to connect with customers directly, so having a good management software in place to oversee all this activity is essential. Technology allows for omnichannel marketing in banks of all sizes. The more tasks you can automate, the more time you allow for higher-level responsibilities.
Omnichannel marketing is a highly effective strategy, but only if it’s implemented wisely. By using technology to their advantage, banks can target a multitude of audiences, allowing for greater reach and more conversions. Effectively utilizing paid ads and understanding how omnichannel allows for more personalized messaging will keep your bank ahead of competitors.
This article was originally published in ABA Bank Marketing.
Bank marketers know relationships drive engagement, nurture loyalty and encourage word-of-mouth about products and services. They also know all too well by now that the industry can no longer rely on face-to-face interactions to maintain customer relationships to the extent once done.
Over the past five years, foot traffic has declined by about 35% in banks alone, according to Bancography. But future-forward banks and credit unions realize that the technology bringing people out of physical locations can also be used to strengthen their most important assets — relationships. Google has found 68% of consumers are more likely to work with brands that offer convenient communications — which is heavily digital now — so bank marketing strategy needs to account for that.
People still buy from people, regardless of the medium of interaction. Therefore communications need to center on the platforms most used by your target audiences.
But it’s not enough just to target one or two social media sites. It used to be that most of people got their information from the same sources — the local newspaper, the evening news, and maybe a specialty publication or two. Today, of course, there are limitless sources of information, and no two consumers have the same media habits. This means bank marketers must adopt an integrated, or omnichannel, approach — engaging with consumers on the communication channel of their choice.
Acting to Slow ‘Hidden Defection’
What does this look like in the real world? Perhaps you start with an email promoting a new product to a specific set of prospects, then later post a short video about the product on a social media channel they’re likely to use and then continually retarget viewers with paid social advertising. You’re meeting consumers where they are and moving them down the sales funnel along the way.
Failure to adapt to this new normal means losing relevance and relationships. While customers might not fly the coop entirely, the risk of loss of individual accounts within an existing relationship increases as better digital options become available. This disintermediation of accounts and/or balances makes the overall relationship less profitable.
Unless banks and credit unions respond with greatly improved digital experiences, what Bain & Co. calls “hidden defection” will only get worse.
Google found that firms working to rectify this — those devoting more of their budgets to developing better digital communications with customers — increased customer satisfaction by 9.5%. Growth also saw a bump to the tune of 5% or more.
4 Ways to Improve the Banking Channel Experience
The only problem with integrated marketing is deciding where to start. It’s almost as if a new channel crops up each day, which can make the task feel overwhelming. A few practical steps and the right tools can help banks and credit unions focus their approach and connect with a target audience. Here’s what you’re looking at:
1. Open up your channels
You won’t know what channels resonate until you start using them. If your institution isn’t meaningfully using organic social, paid social, direct messaging and email (at the very least), you’re leaving opportunity on the table. Our research shows that too many institutions aren’t using social media to its fullest capability.
Jumping right in will allow you to start looking at where consumers are engaging — it’s the first step in the journey of improving and optimizing your social media strategy.
2. Take your human relationships online
As a traditional institution, you have one resource few fintechs can offer: real people. You need to take the real-life relationships your loan officers, financial advisors and associates have built and move them online.
Social selling helps put a face and a voice to your organization. It also builds the personal brand of your loan officers, financial advisors and other employees. Consumers begin to see these people as trusted sources of information, strengthening the relationship between your institution and those you hope to serve.
Activate a social selling strategy and empower employees with the tools they need to communicate digitally across social channels. Ask for feedback and optimize your strategies accordingly. Better yet, build a resource library filled with interesting and relevant content — all within regulatory compliance — that employees can share with target audiences.
3. Listen to your data
The great news here is that all your digital efforts reap significant data rewards. These are not the estimated impressions you used to get from traditional media. Set goals, benchmark your data and look for trends. All that data is now at your fingertips.
Eventually, you’ll see what content makes your audience click and linger. Invest in strategies driving results and revise those lacking engagement. And invest in the right analytics technology to make sense of the mountain of data you’ll collect from digital channels.
4. Ask customers for insights
Want to know how your customers communicate? Ask them — when they open a new account; when financial advisors have an annual review. Ask them on your institution’s social media pages. You’re already using digital channels to engage in two-way conversations, so take advantage of the medium and inquire about their thoughts and opinions. All this can highlight areas in need of improvement, inform new product and service offerings, and help develop content that wasn’t on your radar.
This article was originally published in The Financial Brand.
Connect & Convert on Social
Capacity Expands All-In-One Support and Engagement Solution with Two Key Acquisitions
ST. LOUIS, August 30, 2023 – Capacity, an AI-powered support automation platform, today announced the acquisitions of Denim Social and LumenVox. Capacity’s support automation platform empowers teams to do their best work and deliver valuable customer experiences across channels. With the addition of Denim Social and LumenVox’s products, the platform is charting a course to provide solutions that define the future of work and omnichannel customer engagement for its 1,900+ customers across numerous industries.
Capacity’s acquisitions of Denim Social and LumenVox are fueling its transformation from a self-service, single channel tool to an omnichannel support and engagement automation platform. Whether providing customer and employee support, assisting agents or reaching out to customers, the Capacity platform now offers a complete solution across web, voice, SMS, email and social media.
“Customers need support everywhere. Our expanded platform will free up team members to do their best work while also building more meaningful relationships with their customers,” said David Karandish, CEO, Capacity. “Denim Social’s platform will empower brands to more effectively communicate with customers on their social channel of choice and LumenVox’s tools are key in our expansion into voice automation.”
Denim Social, based in St. Louis, is a software provider that elevates the way professionals in the banking, insurance, mortgage and wealth management industries connect and sell on social media. With Denim Social integrated into the platform, Capacity users will be able to launch proactive social media campaigns to reach customers and deepen relationships.
“Social media is a must-have tool for today’s modern seller. Combining Capacity’s AI-powered automations with Denim Social’s campaign tools will enable users across industries to more effectively stay engaged on social media and focus their time on delivering authentic interactions,” said Doug Wilber, CEO, Denim Social. Wilber has assumed the role of Chief Strategy Officer at Capacity, following the acquisition.
LumenVox is a leading global speech and voice technology provider based out of San Diego. LumenVox works with customers to build secure self-service and customer-agent interactions. Its tools will enable Capacity users to transform customer engagement with AI-driven speech recognition and voice authentication technology.
“The right voice technology can save teams countless support hours. Marrying LumenVox’s technology with the Capacity platform ensures voice is a seamless part of the omnichannel experience,” said Nigel Quinnin, CEO, LumenVox. Quinnin will lead Capacity’s voice initiatives.
The acquisitions of Denim Social and LumenVox significantly expand the capabilities and scale of the Capacity platform. Today, Capacity estimates that every month its platform will:
- Analyze 3,000,000,000 calls
- Send 10,000,000 SMS messages
- Deliver 500,000 social posts
- Execute 386,000 workflows and automations
- Deflect 140,000 tickets and emails
“With these two great additions to the Capacity platform, we’re proudly offering customers an all-in-one solution for support and customer experience,” said Karandish.
Capacity’s acquisitions of Denim Social and LumenVox closely follows a deal with Textel, an enterprise SMS provider, earlier this year. Capacity will maintain its headquarters in St. Louis. With the acquisitions, its headcount is now more than 100 employees. The terms of the transactions are confidential.
For more information on how Capacity helps teams do their best work, please visit capacity.com/omnichannel.
About Capacity
Founded in 2017, Capacity is a support automation platform that uses AI to promote self-service, providing immediate Tier 0 and Tier 1 support for customers and internal teams. Capacity answers over 90% of FAQs and escalates more pressing, nuanced issues to the right person. Capacity works across web, voice, SMS, email and social media to help teams do their best work. For more information, visit Capacity.com.
About Denim Social
Denim Social is a Software As A Service (SaaS) provider that powers social selling programs. The Denim Social platform helps brands empower their producers to compliantly communicate, share, and sell on their social channels of choice. Denim Social partners with forward-thinking marketing teams in regulated industries including banking, mortgage, insurance and wealth management. The social selling platform is used by corporate level admins and local producers to amplify brand messaging and power sales on social media. For more information, visit DenimSocial.com.
About LumenVox
LumenVox is an industry-leading provider of speech-enabling software, bringing the power of voice to customers worldwide and facilitating billions of customer interactions. The LumenVox software portfolio consists of Automatic Speech Recognition (ASR) with transcription, Call Progress Analysis (CPA), Voice Biometrics, and Text-to-Speech (TTS). Designed to be highly flexible, accurate, and scalable, LumenVox helps some of the world’s largest cloud-first companies reimagine customer engagement by delivering exceptional voice experiences. LumenVox also provides self-service tools that enable customers to easily tune, adjust, and create language models. For more information, visit LumenVox.com.
*This article was originally published in PRNewswire.
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Capacity Expands All-In-One Support and Engagement Solution with Two Key Acquisitions
ST. LOUIS, August 30, 2023 – Capacity, an AI-powered support automation platform, today announced the acquisitions of Denim Social and LumenVox. Capacity’s support automation platform empowers teams to do their best work and deliver valuable customer experiences across channels. With the addition of Denim Social and LumenVox’s products, the platform is charting a course to provide solutions that define the future of work and omnichannel customer engagement for its 1,900+ customers across numerous industries.
Capacity’s acquisitions of Denim Social and LumenVox are fueling its transformation from a self-service, single channel tool to an omnichannel support and engagement automation platform. Whether providing customer and employee support, assisting agents or reaching out to customers, the Capacity platform now offers a complete solution across web, voice, SMS, email and social media.
“Customers need support everywhere. Our expanded platform will free up team members to do their best work while also building more meaningful relationships with their customers,” said David Karandish, CEO, Capacity. “Denim Social’s platform will empower brands to more effectively communicate with customers on their social channel of choice and LumenVox’s tools are key in our expansion into voice automation.”
Denim Social, based in St. Louis, is a software provider that elevates the way professionals in the banking, insurance, mortgage and wealth management industries connect and sell on social media. With Denim Social integrated into the platform, Capacity users will be able to launch proactive social media campaigns to reach customers and deepen relationships.
“Social media is a must-have tool for today’s modern seller. Combining Capacity’s AI-powered automations with Denim Social’s campaign tools will enable users across industries to more effectively stay engaged on social media and focus their time on delivering authentic interactions,” said Doug Wilber, CEO, Denim Social. Wilber has assumed the role of Chief Strategy Officer at Capacity, following the acquisition.
LumenVox is a leading global speech and voice technology provider based out of San Diego. LumenVox works with customers to build secure self-service and customer-agent interactions. Its tools will enable Capacity users to transform customer engagement with AI-driven speech recognition and voice authentication technology.
“The right voice technology can save teams countless support hours. Marrying LumenVox’s technology with the Capacity platform ensures voice is a seamless part of the omnichannel experience,” said Nigel Quinnin, CEO, LumenVox. Quinnin will lead Capacity’s voice initiatives.
The acquisitions of Denim Social and LumenVox significantly expand the capabilities and scale of the Capacity platform. Today, Capacity estimates that every month its platform will:
- Analyze 3,000,000,000 calls
- Send 10,000,000 SMS messages
- Deliver 500,000 social posts
- Execute 386,000 workflows and automations
- Deflect 140,000 tickets and emails
“With these two great additions to the Capacity platform, we’re proudly offering customers an all-in-one solution for support and customer experience,” said Karandish.
Capacity’s acquisitions of Denim Social and LumenVox closely follows a deal with Textel, an enterprise SMS provider, earlier this year. Capacity will maintain its headquarters in St. Louis. With the acquisitions, its headcount is now more than 100 employees. The terms of the transactions are confidential.
For more information on how Capacity helps teams do their best work, please visit capacity.com/omnichannel.
About Capacity
Founded in 2017, Capacity is a support automation platform that uses AI to promote self-service, providing immediate Tier 0 and Tier 1 support for customers and internal teams. Capacity answers over 90% of FAQs and escalates more pressing, nuanced issues to the right person. Capacity works across web, voice, SMS, email and social media to help teams do their best work. For more information, visit Capacity.com.
About Denim Social
Denim Social is a Software As A Service (SaaS) provider that powers social selling programs. The Denim Social platform helps brands empower their producers to compliantly communicate, share, and sell on their social channels of choice. Denim Social partners with forward-thinking marketing teams in regulated industries including banking, mortgage, insurance and wealth management. The social selling platform is used by corporate level admins and local producers to amplify brand messaging and power sales on social media. For more information, visit DenimSocial.com.
About LumenVox
LumenVox is an industry-leading provider of speech-enabling software, bringing the power of voice to customers worldwide and facilitating billions of customer interactions. The LumenVox software portfolio consists of Automatic Speech Recognition (ASR) with transcription, Call Progress Analysis (CPA), Voice Biometrics, and Text-to-Speech (TTS). Designed to be highly flexible, accurate, and scalable, LumenVox helps some of the world’s largest cloud-first companies reimagine customer engagement by delivering exceptional voice experiences. LumenVox also provides self-service tools that enable customers to easily tune, adjust, and create language models. For more information, visit LumenVox.com.
*This article was originally published in PRNewswire.
Like many community banks, Dart Bank wanted to keep customer relationships a top priority. This meant being more available to customers and meeting them where they are. In modern terms, that means on social media.
When Dart Bank learned about how Denim Social supports social selling for loan officers, they knew it was the perfect fit to keep their team engaged at every step of the journey. They wanted to empower their loan officers to create and grow authentic relationships online, never missing an opportunity to connect.
Shelter Insurance® sought to launch a social selling program that would not only create posting efficiency, but also make it easy for agents to establish subject matter expertise via high quality social media content. They also saw an opportunity to empower digitally savvy agents to cultivate leads online to drive business results in a compliant social selling program.
Before launching the program, it was essential that agents understood the pillars of social selling. Together with the Denim Social team, Shelter Insurance® developed a best-in-class program communication, onboarding and training process for agents.
Social selling is just what it sounds like: using social media to sell a product or service. It’s leveraging social to build personal relationships, showcase thought leadership, engage with prospects, interact with existing customers, and ultimately build trust and rapport that will eventually lead to sales.
It enables intermediaries – like insurance agents – to add value to the customer journey where there wouldn’t otherwise be an opportunity.
This guide will help financial services marketers understand why social media should be a core component of their marketing strategy and showcase how the collective reach of their intermediaries’ social media presence can be harnessed to more deeply connect with prospective clients, position producers as thought leaders in their communities, and, ultimately, build trust with clients that translates to positive business results.
It’s called social selling and it works.
The spring 2023 buying season has arrived and with it – you guessed – uncertainty. Spring has long been make-it or break-it season for lenders and loan officers, and despite present conditions, the same holds true this year. But 2023 holds unique challenges and opportunities.
As the season opens, there are a few key considerations the Denim Social team sees as critical for mortgage marketers.
Paid social is one of the most effective ways to introduce people who aren’t yet following your producers, agents, loan officers, or advisors to your financial institution at the right place and the right time.
Paid social is complementary to organic. While organic social builds first-degree connections and facilitates awareness, engagement, and branding, paid social allows you to reach larger, more tailored audiences.
BOK Financial is a financial services partner for consumers, businesses and wealth clients with more than 150 users on the Denim Social platform.
In addition to building brand credibility and establishing loan officer expertise, Denim Social enables their mortgage loan officers to cultivate relationships in social media and organically source leads.
As financial marketers look to the coming year, most are wondering, “what’s next?” While no one can say for sure, our team of experts here at Denim Social are keeping a pulse on what’s new in digital marketing for financial institutions on social media. This guide will not only educate you on the latest trends, but help you make the case for increased investment in social selling and digital marketing strategies at your institution.
Evolve Bank & Trust (“Evolve”) is an $700M+ asset institution with nearly 40 Home Loan Centers (HLC) and nearly 500 employees nationwide. See how Denim Social helped Evolve activate Home Loan Center Facebook pages over the course of just a few months.
Whether you’re in banking, wealth management, insurance or mortgage, relationships are the bedrock of your business.
Considering clients in these industries are handing over the keys to their personal kingdoms, it’s no surprise that trust and connection matter. That’s why successful sales strategies for these industries are focused on building long-term, trusted relationships.
To truly unleash the potential of social, financial institutions need to use social media as a sales tool. It’s called social selling and it works.
The power of social media is undeniable. The ability of banks to engage with and influence customers and prospects via interactive digital channels is an essential tool and a cornerstone of marketing. Gone are the days when it was “nice to have” a presence on platforms such as Facebook, LinkedIn, Twitter and Instagram. Today, these pathways are helping banks to build relationships that were historically cultivated by tirelessly walking up and down Main Street, shaking hands and leaving behind business cards.
In this case study by Denim Social and American Bankers Association, we take a look at how banks are using social media to ramp up digital engagement and build sales.
As any marketer worth their salt will tell you, analytics should drive your social strategy. The key to success is understanding how to link social media efforts to ROI metrics. Read this guide to learn how to gain insights that matter, optimize your strategy and prove your social success.
It’s no surprise that social media can help drive results for your mortgage business. In fact, the question for most marketers at mortgage lending institutions isn’t IF they should be doing more social media marketing - it’s HOW. Download to learn how to:
- Scale your social selling program
- Plan your content strategy
- Train your loan officers
AnnieMac is one of the fastest-growing mortgage loan providers in the U.S., serving clients in 42 states. Learn how Denim Social helped their team to streamline its brand’s social media strategy and activate social selling for hundreds of loan officers in just four months.
As mortgage demand surges to historic highs, home purchase and refinance markets remain hot. This is excellent news for loan officers, but it also means the environment is more competitive than ever.
So how can marketers ensure that their loan officers stand out? The answer is social media.
Read this guidebook from Denim Social to learn how you can help your loan officers build strong relationships, stand out from the crowd and win more business using social media.
Every Mortgage Marketer Should Ask Themselves
Compliance is complicated, but don’t let it stop your lending team from making the most of social media. Think you’re ready to start social selling? Ask yourself these five questions!
Read this guide if you’re asking yourself:
- Is my social media policy current and comprehensive?
- How do I ensure social media compliance during M&A?
- What do I need to consider for direct messaging compliance?
In this guide we will help you think about your all important social media policy and thoughtfully consider how changes in social media tech and even your bank’s structure may impact compliance.
Every Financial Services Marketer Should Ask Themselves
Compliance is complicated, but don’t let it stop your lending team from making the most of social media. Think you’re ready to start social selling? Ask yourself these five questions!
Stronger Customer Relationships on Instagram
Financial Services companies should be marketing and advertising on Instagram. We break down why, and help you create a strategy to reach new customers- while continuing to build trust in your brand.
How 6 Financial Marketers Are Creating Value in Social Media
Ever wonder what everyone else is doing in social media? We talked to six leading financial marketers about how they’re succeeding today and planning for the next big thing.
Get their insights on strengthening your social strategies, unlocking the power of employee networks and creating next-level content that drives engagement.
Download this guidebook to learn how 3 mortgage lenders are using social media to:
- Position themselves in a place the community is already looking ... their social media
- Empower loan officers to engage in local conversations
- Turn their institution's loan officers into the voice of their brand
- Build trust within the community
Which roles do you fill when building your bank's marketing dream team? This guide will show you the following:
- Who does what
- The right structure to execute strategy
- How compliance software can help
Enjoy!
ABA Study: The Current State of Social Media
See what nearly 430 bank marketers had to say when asked questions such as:
COVID-19 & Bank Social Media
Times are different and how you connect with customers and potential customers has changed drastically. In a socially distant world, learn to still build lasting relationships.
Download and learn the guiding principles for using social media to serve both your customers and communities in the midst of a pandemic.
Capacity Expands All-In-One Support and Engagement Solution with Two Key Acquisitions
ST. LOUIS, August 30, 2023 – Capacity, an AI-powered support automation platform, today announced the acquisitions of Denim Social and LumenVox. Capacity’s support automation platform empowers teams to do their best work and deliver valuable customer experiences across channels. With the addition of Denim Social and LumenVox’s products, the platform is charting a course to provide solutions that define the future of work and omnichannel customer engagement for its 1,900+ customers across numerous industries.
Capacity’s acquisitions of Denim Social and LumenVox are fueling its transformation from a self-service, single channel tool to an omnichannel support and engagement automation platform. Whether providing customer and employee support, assisting agents or reaching out to customers, the Capacity platform now offers a complete solution across web, voice, SMS, email and social media.
“Customers need support everywhere. Our expanded platform will free up team members to do their best work while also building more meaningful relationships with their customers,” said David Karandish, CEO, Capacity. “Denim Social’s platform will empower brands to more effectively communicate with customers on their social channel of choice and LumenVox’s tools are key in our expansion into voice automation.”
Denim Social, based in St. Louis, is a software provider that elevates the way professionals in the banking, insurance, mortgage and wealth management industries connect and sell on social media. With Denim Social integrated into the platform, Capacity users will be able to launch proactive social media campaigns to reach customers and deepen relationships.
“Social media is a must-have tool for today’s modern seller. Combining Capacity’s AI-powered automations with Denim Social’s campaign tools will enable users across industries to more effectively stay engaged on social media and focus their time on delivering authentic interactions,” said Doug Wilber, CEO, Denim Social. Wilber has assumed the role of Chief Strategy Officer at Capacity, following the acquisition.
LumenVox is a leading global speech and voice technology provider based out of San Diego. LumenVox works with customers to build secure self-service and customer-agent interactions. Its tools will enable Capacity users to transform customer engagement with AI-driven speech recognition and voice authentication technology.
“The right voice technology can save teams countless support hours. Marrying LumenVox’s technology with the Capacity platform ensures voice is a seamless part of the omnichannel experience,” said Nigel Quinnin, CEO, LumenVox. Quinnin will lead Capacity’s voice initiatives.
The acquisitions of Denim Social and LumenVox significantly expand the capabilities and scale of the Capacity platform. Today, Capacity estimates that every month its platform will:
- Analyze 3,000,000,000 calls
- Send 10,000,000 SMS messages
- Deliver 500,000 social posts
- Execute 386,000 workflows and automations
- Deflect 140,000 tickets and emails
“With these two great additions to the Capacity platform, we’re proudly offering customers an all-in-one solution for support and customer experience,” said Karandish.
Capacity’s acquisitions of Denim Social and LumenVox closely follows a deal with Textel, an enterprise SMS provider, earlier this year. Capacity will maintain its headquarters in St. Louis. With the acquisitions, its headcount is now more than 100 employees. The terms of the transactions are confidential.
For more information on how Capacity helps teams do their best work, please visit capacity.com/omnichannel.
About Capacity
Founded in 2017, Capacity is a support automation platform that uses AI to promote self-service, providing immediate Tier 0 and Tier 1 support for customers and internal teams. Capacity answers over 90% of FAQs and escalates more pressing, nuanced issues to the right person. Capacity works across web, voice, SMS, email and social media to help teams do their best work. For more information, visit Capacity.com.
About Denim Social
Denim Social is a Software As A Service (SaaS) provider that powers social selling programs. The Denim Social platform helps brands empower their producers to compliantly communicate, share, and sell on their social channels of choice. Denim Social partners with forward-thinking marketing teams in regulated industries including banking, mortgage, insurance and wealth management. The social selling platform is used by corporate level admins and local producers to amplify brand messaging and power sales on social media. For more information, visit DenimSocial.com.
About LumenVox
LumenVox is an industry-leading provider of speech-enabling software, bringing the power of voice to customers worldwide and facilitating billions of customer interactions. The LumenVox software portfolio consists of Automatic Speech Recognition (ASR) with transcription, Call Progress Analysis (CPA), Voice Biometrics, and Text-to-Speech (TTS). Designed to be highly flexible, accurate, and scalable, LumenVox helps some of the world’s largest cloud-first companies reimagine customer engagement by delivering exceptional voice experiences. LumenVox also provides self-service tools that enable customers to easily tune, adjust, and create language models. For more information, visit LumenVox.com.
*This article was originally published in PRNewswire.
Like many community banks, Dart Bank wanted to keep customer relationships a top priority. This meant being more available to customers and meeting them where they are. In modern terms, that means on social media.
When Dart Bank learned about how Denim Social supports social selling for loan officers, they knew it was the perfect fit to keep their team engaged at every step of the journey. They wanted to empower their loan officers to create and grow authentic relationships online, never missing an opportunity to connect.
Shelter Insurance® sought to launch a social selling program that would not only create posting efficiency, but also make it easy for agents to establish subject matter expertise via high quality social media content. They also saw an opportunity to empower digitally savvy agents to cultivate leads online to drive business results in a compliant social selling program.
Before launching the program, it was essential that agents understood the pillars of social selling. Together with the Denim Social team, Shelter Insurance® developed a best-in-class program communication, onboarding and training process for agents.
Social selling is just what it sounds like: using social media to sell a product or service. It’s leveraging social to build personal relationships, showcase thought leadership, engage with prospects, interact with existing customers, and ultimately build trust and rapport that will eventually lead to sales.
It enables intermediaries – like insurance agents – to add value to the customer journey where there wouldn’t otherwise be an opportunity.
This guide will help financial services marketers understand why social media should be a core component of their marketing strategy and showcase how the collective reach of their intermediaries’ social media presence can be harnessed to more deeply connect with prospective clients, position producers as thought leaders in their communities, and, ultimately, build trust with clients that translates to positive business results.
It’s called social selling and it works.
The spring 2023 buying season has arrived and with it – you guessed – uncertainty. Spring has long been make-it or break-it season for lenders and loan officers, and despite present conditions, the same holds true this year. But 2023 holds unique challenges and opportunities.
As the season opens, there are a few key considerations the Denim Social team sees as critical for mortgage marketers.
Paid social is one of the most effective ways to introduce people who aren’t yet following your producers, agents, loan officers, or advisors to your financial institution at the right place and the right time.
Paid social is complementary to organic. While organic social builds first-degree connections and facilitates awareness, engagement, and branding, paid social allows you to reach larger, more tailored audiences.
BOK Financial is a financial services partner for consumers, businesses and wealth clients with more than 150 users on the Denim Social platform.
In addition to building brand credibility and establishing loan officer expertise, Denim Social enables their mortgage loan officers to cultivate relationships in social media and organically source leads.
As financial marketers look to the coming year, most are wondering, “what’s next?” While no one can say for sure, our team of experts here at Denim Social are keeping a pulse on what’s new in digital marketing for financial institutions on social media. This guide will not only educate you on the latest trends, but help you make the case for increased investment in social selling and digital marketing strategies at your institution.
Evolve Bank & Trust (“Evolve”) is an $700M+ asset institution with nearly 40 Home Loan Centers (HLC) and nearly 500 employees nationwide. See how Denim Social helped Evolve activate Home Loan Center Facebook pages over the course of just a few months.
Whether you’re in banking, wealth management, insurance or mortgage, relationships are the bedrock of your business.
Considering clients in these industries are handing over the keys to their personal kingdoms, it’s no surprise that trust and connection matter. That’s why successful sales strategies for these industries are focused on building long-term, trusted relationships.
To truly unleash the potential of social, financial institutions need to use social media as a sales tool. It’s called social selling and it works.
The power of social media is undeniable. The ability of banks to engage with and influence customers and prospects via interactive digital channels is an essential tool and a cornerstone of marketing. Gone are the days when it was “nice to have” a presence on platforms such as Facebook, LinkedIn, Twitter and Instagram. Today, these pathways are helping banks to build relationships that were historically cultivated by tirelessly walking up and down Main Street, shaking hands and leaving behind business cards.
In this case study by Denim Social and American Bankers Association, we take a look at how banks are using social media to ramp up digital engagement and build sales.
As any marketer worth their salt will tell you, analytics should drive your social strategy. The key to success is understanding how to link social media efforts to ROI metrics. Read this guide to learn how to gain insights that matter, optimize your strategy and prove your social success.
It’s no surprise that social media can help drive results for your mortgage business. In fact, the question for most marketers at mortgage lending institutions isn’t IF they should be doing more social media marketing - it’s HOW. Download to learn how to:
- Scale your social selling program
- Plan your content strategy
- Train your loan officers
AnnieMac is one of the fastest-growing mortgage loan providers in the U.S., serving clients in 42 states. Learn how Denim Social helped their team to streamline its brand’s social media strategy and activate social selling for hundreds of loan officers in just four months.
As mortgage demand surges to historic highs, home purchase and refinance markets remain hot. This is excellent news for loan officers, but it also means the environment is more competitive than ever.
So how can marketers ensure that their loan officers stand out? The answer is social media.
Read this guidebook from Denim Social to learn how you can help your loan officers build strong relationships, stand out from the crowd and win more business using social media.
Every Mortgage Marketer Should Ask Themselves
Compliance is complicated, but don’t let it stop your lending team from making the most of social media. Think you’re ready to start social selling? Ask yourself these five questions!
Read this guide if you’re asking yourself:
- Is my social media policy current and comprehensive?
- How do I ensure social media compliance during M&A?
- What do I need to consider for direct messaging compliance?
In this guide we will help you think about your all important social media policy and thoughtfully consider how changes in social media tech and even your bank’s structure may impact compliance.
Every Financial Services Marketer Should Ask Themselves
Compliance is complicated, but don’t let it stop your lending team from making the most of social media. Think you’re ready to start social selling? Ask yourself these five questions!
Stronger Customer Relationships on Instagram
Financial Services companies should be marketing and advertising on Instagram. We break down why, and help you create a strategy to reach new customers- while continuing to build trust in your brand.
How 6 Financial Marketers Are Creating Value in Social Media
Ever wonder what everyone else is doing in social media? We talked to six leading financial marketers about how they’re succeeding today and planning for the next big thing.
Get their insights on strengthening your social strategies, unlocking the power of employee networks and creating next-level content that drives engagement.
Download this guidebook to learn how 3 mortgage lenders are using social media to:
- Position themselves in a place the community is already looking ... their social media
- Empower loan officers to engage in local conversations
- Turn their institution's loan officers into the voice of their brand
- Build trust within the community
Which roles do you fill when building your bank's marketing dream team? This guide will show you the following:
- Who does what
- The right structure to execute strategy
- How compliance software can help
Enjoy!
ABA Study: The Current State of Social Media
See what nearly 430 bank marketers had to say when asked questions such as:
COVID-19 & Bank Social Media
Times are different and how you connect with customers and potential customers has changed drastically. In a socially distant world, learn to still build lasting relationships.
Download and learn the guiding principles for using social media to serve both your customers and communities in the midst of a pandemic.
Capacity Expands All-In-One Support and Engagement Solution with Two Key Acquisitions
ST. LOUIS, August 30, 2023 – Capacity, an AI-powered support automation platform, today announced the acquisitions of Denim Social and LumenVox. Capacity’s support automation platform empowers teams to do their best work and deliver valuable customer experiences across channels. With the addition of Denim Social and LumenVox’s products, the platform is charting a course to provide solutions that define the future of work and omnichannel customer engagement for its 1,900+ customers across numerous industries.
Capacity’s acquisitions of Denim Social and LumenVox are fueling its transformation from a self-service, single channel tool to an omnichannel support and engagement automation platform. Whether providing customer and employee support, assisting agents or reaching out to customers, the Capacity platform now offers a complete solution across web, voice, SMS, email and social media.
“Customers need support everywhere. Our expanded platform will free up team members to do their best work while also building more meaningful relationships with their customers,” said David Karandish, CEO, Capacity. “Denim Social’s platform will empower brands to more effectively communicate with customers on their social channel of choice and LumenVox’s tools are key in our expansion into voice automation.”
Denim Social, based in St. Louis, is a software provider that elevates the way professionals in the banking, insurance, mortgage and wealth management industries connect and sell on social media. With Denim Social integrated into the platform, Capacity users will be able to launch proactive social media campaigns to reach customers and deepen relationships.
“Social media is a must-have tool for today’s modern seller. Combining Capacity’s AI-powered automations with Denim Social’s campaign tools will enable users across industries to more effectively stay engaged on social media and focus their time on delivering authentic interactions,” said Doug Wilber, CEO, Denim Social. Wilber has assumed the role of Chief Strategy Officer at Capacity, following the acquisition.
LumenVox is a leading global speech and voice technology provider based out of San Diego. LumenVox works with customers to build secure self-service and customer-agent interactions. Its tools will enable Capacity users to transform customer engagement with AI-driven speech recognition and voice authentication technology.
“The right voice technology can save teams countless support hours. Marrying LumenVox’s technology with the Capacity platform ensures voice is a seamless part of the omnichannel experience,” said Nigel Quinnin, CEO, LumenVox. Quinnin will lead Capacity’s voice initiatives.
The acquisitions of Denim Social and LumenVox significantly expand the capabilities and scale of the Capacity platform. Today, Capacity estimates that every month its platform will:
- Analyze 3,000,000,000 calls
- Send 10,000,000 SMS messages
- Deliver 500,000 social posts
- Execute 386,000 workflows and automations
- Deflect 140,000 tickets and emails
“With these two great additions to the Capacity platform, we’re proudly offering customers an all-in-one solution for support and customer experience,” said Karandish.
Capacity’s acquisitions of Denim Social and LumenVox closely follows a deal with Textel, an enterprise SMS provider, earlier this year. Capacity will maintain its headquarters in St. Louis. With the acquisitions, its headcount is now more than 100 employees. The terms of the transactions are confidential.
For more information on how Capacity helps teams do their best work, please visit capacity.com/omnichannel.
About Capacity
Founded in 2017, Capacity is a support automation platform that uses AI to promote self-service, providing immediate Tier 0 and Tier 1 support for customers and internal teams. Capacity answers over 90% of FAQs and escalates more pressing, nuanced issues to the right person. Capacity works across web, voice, SMS, email and social media to help teams do their best work. For more information, visit Capacity.com.
About Denim Social
Denim Social is a Software As A Service (SaaS) provider that powers social selling programs. The Denim Social platform helps brands empower their producers to compliantly communicate, share, and sell on their social channels of choice. Denim Social partners with forward-thinking marketing teams in regulated industries including banking, mortgage, insurance and wealth management. The social selling platform is used by corporate level admins and local producers to amplify brand messaging and power sales on social media. For more information, visit DenimSocial.com.
About LumenVox
LumenVox is an industry-leading provider of speech-enabling software, bringing the power of voice to customers worldwide and facilitating billions of customer interactions. The LumenVox software portfolio consists of Automatic Speech Recognition (ASR) with transcription, Call Progress Analysis (CPA), Voice Biometrics, and Text-to-Speech (TTS). Designed to be highly flexible, accurate, and scalable, LumenVox helps some of the world’s largest cloud-first companies reimagine customer engagement by delivering exceptional voice experiences. LumenVox also provides self-service tools that enable customers to easily tune, adjust, and create language models. For more information, visit LumenVox.com.
*This article was originally published in PRNewswire.
Like many community banks, Dart Bank wanted to keep customer relationships a top priority. This meant being more available to customers and meeting them where they are. In modern terms, that means on social media.
When Dart Bank learned about how Denim Social supports social selling for loan officers, they knew it was the perfect fit to keep their team engaged at every step of the journey. They wanted to empower their loan officers to create and grow authentic relationships online, never missing an opportunity to connect.
Shelter Insurance® sought to launch a social selling program that would not only create posting efficiency, but also make it easy for agents to establish subject matter expertise via high quality social media content. They also saw an opportunity to empower digitally savvy agents to cultivate leads online to drive business results in a compliant social selling program.
Before launching the program, it was essential that agents understood the pillars of social selling. Together with the Denim Social team, Shelter Insurance® developed a best-in-class program communication, onboarding and training process for agents.
Social selling is just what it sounds like: using social media to sell a product or service. It’s leveraging social to build personal relationships, showcase thought leadership, engage with prospects, interact with existing customers, and ultimately build trust and rapport that will eventually lead to sales.
It enables intermediaries – like insurance agents – to add value to the customer journey where there wouldn’t otherwise be an opportunity.
This guide will help financial services marketers understand why social media should be a core component of their marketing strategy and showcase how the collective reach of their intermediaries’ social media presence can be harnessed to more deeply connect with prospective clients, position producers as thought leaders in their communities, and, ultimately, build trust with clients that translates to positive business results.
It’s called social selling and it works.
The spring 2023 buying season has arrived and with it – you guessed – uncertainty. Spring has long been make-it or break-it season for lenders and loan officers, and despite present conditions, the same holds true this year. But 2023 holds unique challenges and opportunities.
As the season opens, there are a few key considerations the Denim Social team sees as critical for mortgage marketers.
Paid social is one of the most effective ways to introduce people who aren’t yet following your producers, agents, loan officers, or advisors to your financial institution at the right place and the right time.
Paid social is complementary to organic. While organic social builds first-degree connections and facilitates awareness, engagement, and branding, paid social allows you to reach larger, more tailored audiences.
BOK Financial is a financial services partner for consumers, businesses and wealth clients with more than 150 users on the Denim Social platform.
In addition to building brand credibility and establishing loan officer expertise, Denim Social enables their mortgage loan officers to cultivate relationships in social media and organically source leads.
As financial marketers look to the coming year, most are wondering, “what’s next?” While no one can say for sure, our team of experts here at Denim Social are keeping a pulse on what’s new in digital marketing for financial institutions on social media. This guide will not only educate you on the latest trends, but help you make the case for increased investment in social selling and digital marketing strategies at your institution.
Evolve Bank & Trust (“Evolve”) is an $700M+ asset institution with nearly 40 Home Loan Centers (HLC) and nearly 500 employees nationwide. See how Denim Social helped Evolve activate Home Loan Center Facebook pages over the course of just a few months.
Whether you’re in banking, wealth management, insurance or mortgage, relationships are the bedrock of your business.
Considering clients in these industries are handing over the keys to their personal kingdoms, it’s no surprise that trust and connection matter. That’s why successful sales strategies for these industries are focused on building long-term, trusted relationships.
To truly unleash the potential of social, financial institutions need to use social media as a sales tool. It’s called social selling and it works.
The power of social media is undeniable. The ability of banks to engage with and influence customers and prospects via interactive digital channels is an essential tool and a cornerstone of marketing. Gone are the days when it was “nice to have” a presence on platforms such as Facebook, LinkedIn, Twitter and Instagram. Today, these pathways are helping banks to build relationships that were historically cultivated by tirelessly walking up and down Main Street, shaking hands and leaving behind business cards.
In this case study by Denim Social and American Bankers Association, we take a look at how banks are using social media to ramp up digital engagement and build sales.
As any marketer worth their salt will tell you, analytics should drive your social strategy. The key to success is understanding how to link social media efforts to ROI metrics. Read this guide to learn how to gain insights that matter, optimize your strategy and prove your social success.
It’s no surprise that social media can help drive results for your mortgage business. In fact, the question for most marketers at mortgage lending institutions isn’t IF they should be doing more social media marketing - it’s HOW. Download to learn how to:
- Scale your social selling program
- Plan your content strategy
- Train your loan officers
AnnieMac is one of the fastest-growing mortgage loan providers in the U.S., serving clients in 42 states. Learn how Denim Social helped their team to streamline its brand’s social media strategy and activate social selling for hundreds of loan officers in just four months.
As mortgage demand surges to historic highs, home purchase and refinance markets remain hot. This is excellent news for loan officers, but it also means the environment is more competitive than ever.
So how can marketers ensure that their loan officers stand out? The answer is social media.
Read this guidebook from Denim Social to learn how you can help your loan officers build strong relationships, stand out from the crowd and win more business using social media.
Every Mortgage Marketer Should Ask Themselves
Compliance is complicated, but don’t let it stop your lending team from making the most of social media. Think you’re ready to start social selling? Ask yourself these five questions!
Read this guide if you’re asking yourself:
- Is my social media policy current and comprehensive?
- How do I ensure social media compliance during M&A?
- What do I need to consider for direct messaging compliance?
In this guide we will help you think about your all important social media policy and thoughtfully consider how changes in social media tech and even your bank’s structure may impact compliance.
Every Financial Services Marketer Should Ask Themselves
Compliance is complicated, but don’t let it stop your lending team from making the most of social media. Think you’re ready to start social selling? Ask yourself these five questions!
Stronger Customer Relationships on Instagram
Financial Services companies should be marketing and advertising on Instagram. We break down why, and help you create a strategy to reach new customers- while continuing to build trust in your brand.
How 6 Financial Marketers Are Creating Value in Social Media
Ever wonder what everyone else is doing in social media? We talked to six leading financial marketers about how they’re succeeding today and planning for the next big thing.
Get their insights on strengthening your social strategies, unlocking the power of employee networks and creating next-level content that drives engagement.
Download this guidebook to learn how 3 mortgage lenders are using social media to:
- Position themselves in a place the community is already looking ... their social media
- Empower loan officers to engage in local conversations
- Turn their institution's loan officers into the voice of their brand
- Build trust within the community
Which roles do you fill when building your bank's marketing dream team? This guide will show you the following:
- Who does what
- The right structure to execute strategy
- How compliance software can help
Enjoy!
ABA Study: The Current State of Social Media
See what nearly 430 bank marketers had to say when asked questions such as:
COVID-19 & Bank Social Media
Times are different and how you connect with customers and potential customers has changed drastically. In a socially distant world, learn to still build lasting relationships.
Download and learn the guiding principles for using social media to serve both your customers and communities in the midst of a pandemic.
Capacity Expands All-In-One Support and Engagement Solution with Two Key Acquisitions
ST. LOUIS, August 30, 2023 – Capacity, an AI-powered support automation platform, today announced the acquisitions of Denim Social and LumenVox. Capacity’s support automation platform empowers teams to do their best work and deliver valuable customer experiences across channels. With the addition of Denim Social and LumenVox’s products, the platform is charting a course to provide solutions that define the future of work and omnichannel customer engagement for its 1,900+ customers across numerous industries.
Capacity’s acquisitions of Denim Social and LumenVox are fueling its transformation from a self-service, single channel tool to an omnichannel support and engagement automation platform. Whether providing customer and employee support, assisting agents or reaching out to customers, the Capacity platform now offers a complete solution across web, voice, SMS, email and social media.
“Customers need support everywhere. Our expanded platform will free up team members to do their best work while also building more meaningful relationships with their customers,” said David Karandish, CEO, Capacity. “Denim Social’s platform will empower brands to more effectively communicate with customers on their social channel of choice and LumenVox’s tools are key in our expansion into voice automation.”
Denim Social, based in St. Louis, is a software provider that elevates the way professionals in the banking, insurance, mortgage and wealth management industries connect and sell on social media. With Denim Social integrated into the platform, Capacity users will be able to launch proactive social media campaigns to reach customers and deepen relationships.
“Social media is a must-have tool for today’s modern seller. Combining Capacity’s AI-powered automations with Denim Social’s campaign tools will enable users across industries to more effectively stay engaged on social media and focus their time on delivering authentic interactions,” said Doug Wilber, CEO, Denim Social. Wilber has assumed the role of Chief Strategy Officer at Capacity, following the acquisition.
LumenVox is a leading global speech and voice technology provider based out of San Diego. LumenVox works with customers to build secure self-service and customer-agent interactions. Its tools will enable Capacity users to transform customer engagement with AI-driven speech recognition and voice authentication technology.
“The right voice technology can save teams countless support hours. Marrying LumenVox’s technology with the Capacity platform ensures voice is a seamless part of the omnichannel experience,” said Nigel Quinnin, CEO, LumenVox. Quinnin will lead Capacity’s voice initiatives.
The acquisitions of Denim Social and LumenVox significantly expand the capabilities and scale of the Capacity platform. Today, Capacity estimates that every month its platform will:
- Analyze 3,000,000,000 calls
- Send 10,000,000 SMS messages
- Deliver 500,000 social posts
- Execute 386,000 workflows and automations
- Deflect 140,000 tickets and emails
“With these two great additions to the Capacity platform, we’re proudly offering customers an all-in-one solution for support and customer experience,” said Karandish.
Capacity’s acquisitions of Denim Social and LumenVox closely follows a deal with Textel, an enterprise SMS provider, earlier this year. Capacity will maintain its headquarters in St. Louis. With the acquisitions, its headcount is now more than 100 employees. The terms of the transactions are confidential.
For more information on how Capacity helps teams do their best work, please visit capacity.com/omnichannel.
About Capacity
Founded in 2017, Capacity is a support automation platform that uses AI to promote self-service, providing immediate Tier 0 and Tier 1 support for customers and internal teams. Capacity answers over 90% of FAQs and escalates more pressing, nuanced issues to the right person. Capacity works across web, voice, SMS, email and social media to help teams do their best work. For more information, visit Capacity.com.
About Denim Social
Denim Social is a Software As A Service (SaaS) provider that powers social selling programs. The Denim Social platform helps brands empower their producers to compliantly communicate, share, and sell on their social channels of choice. Denim Social partners with forward-thinking marketing teams in regulated industries including banking, mortgage, insurance and wealth management. The social selling platform is used by corporate level admins and local producers to amplify brand messaging and power sales on social media. For more information, visit DenimSocial.com.
About LumenVox
LumenVox is an industry-leading provider of speech-enabling software, bringing the power of voice to customers worldwide and facilitating billions of customer interactions. The LumenVox software portfolio consists of Automatic Speech Recognition (ASR) with transcription, Call Progress Analysis (CPA), Voice Biometrics, and Text-to-Speech (TTS). Designed to be highly flexible, accurate, and scalable, LumenVox helps some of the world’s largest cloud-first companies reimagine customer engagement by delivering exceptional voice experiences. LumenVox also provides self-service tools that enable customers to easily tune, adjust, and create language models. For more information, visit LumenVox.com.
*This article was originally published in PRNewswire.
Denim Social is proud to be featured in the American Banker Association’s 2023 report on The State of Social Media in Banking.
In the report, the American Bankers Association asked over 330 banks what they are doing with social media, where they see challenges and opportunities and what the future is likely to bring.
The report incorporates the survey findings with insight and best practices from other banks from across the U.S. and provides a list of 10 top takeaways to consider.
“Social media is the heart of social selling,” said Doug Wilber, CEO of Denim Social, which offers the only ABA-endorsed social media management platform for financial institutions. Social selling is the process of building relationships and brand awareness through selected social media platforms, with the aim of boosting not just awareness, but the bank’s sales results. It’s a way of connecting directly with prospects, and can be a powerful complement to tried-and-true methods such as cold calling and email marketing.”
Learn more about social media opportunities for banks by downloading the report here.
Today, Denim Social is proud to announce the release of Social Sidekick, an AI-assisted feature that helps users compose social media posts. Available and easy-to-access within the Denim Social platform, Social Sidekick helps jump start content creation and copywriting. .
We know it can be hard for users to find their voice on social media. Social Sidekick uses the power of AI to take an idea and bring it to life through a thoughtfully crafted social media post. Whether you’re a social selling program manager or an individual user, Social Sidekick will make putting pen to paper a breeze so you can spend more time generating authentic ideas and less time wordsmithing.
.“With Social Sidekick Denim Social users never have to start with a blank screen again,” said Doug Wilber, Denim Social’s CEO. “Social Sidekick makes social post creation fast and easy, helping social selling program managers work more efficiently in supporting their distributed teams.”
Social Sidekick is an available upgrade in the Denim Social platform and can generate content customized to the needs of all four major social media networks. Compliance is fully integrated in Social Sidekick, so teams never have to worry about unapproved content being published.
Wondering what Social Sidekick can do for your team? Consider these use cases:
- "I try to give my sales teams the best social media content I can, but encouraging them to find their own voice and craft authentic content consistently is challenging. Social Sidekick not only makes my own copywriting faster, it gives my sales teams a tool they can use to feel more confident in sharing their own thought leadership on social."
- “I’m a social seller and found an interesting financial education article online that I want to share on social media, but I have serious writer’s block. Social Sidekick can help summarize the article for me, making it easy to whip up a customized post.”
- “I’m in compliance and am apprehensive about the risk that comes along with new tech. Social media posts created with Social Sidekick can be reviewed and approved within the Denim Social platform, protecting our brand and individual social sellers.”
If these situations sound familiar, Denim Social may be able to help. Book a demo today to see Social Sidekick in action.
Denim Social has been named to the HousingWire 2023 Tech100 list for mortgage. The exclusive list of honorees recognizes the most innovative technology in the mortgage industry.
The Tech100 program provides housing professionals with a comprehensive list of the most innovative and impactful organizations. The list can be leveraged to identify partners and solutions to the challenges that mortgage lenders and real estate professionals face every day.
“In a competitive environment, every edge matters for mortgage loan officers,” said Doug Wilber, CEO at Denim Social. “A social selling program managed with our platform empowers mortgage loan officers to use social media to reach prospects, build relationships and close more deals.”
This is Denim Social’s first appearance on the HousingWire list. The platform is used by more than 250 institutions in mortgage, banking, wealth management and insurance.
To learn more about how Denim Social can help mortgage loan officers activate social selling, read our guidebook, Helping Mortgage Loan Officers Achieve Success with Social Media Marketing.
Customer relationship-building is one of the greatest value drivers for insurance agents. A benchmark analysis from McKinsey & Co. found agents with deeper customer relationships have higher product density than those lacking in relationships — often cross-selling three or more products per customer.
With that in mind, it’s essential that agents understand how to best leverage their humanity and personality to truly connect with their audiences. In today’s age, this extends to how agents present themselves and connect online.
When prospective clients meet an agent for the first time, they’re asking themselves, “Is this person likable? Can I trust them?” Clients want to feel an authentic connection that gives them peace of mind and assures them that someone has their best interests at heart.
This desire for connection isn’t limited to the insurance industry. In fact, 88% of consumers say that authenticity is a key factor when deciding the brands they like and support, and that trust is vitally important to entering working relationships. That desire for trust grows exponentially when it comes to insurance sales because the business is built around protecting clients’ futures.
Insurance agents have a head start on this — their businesses have always been rooted in authenticity. But as digital transformation in the insurance industry continues, it’s more important than ever that agents assert themselves through authenticity on social media. It’s no different from what agents and other insurance professionals have been doing in person for years. It’s about conveying expertise, building trust, and showcasing industry knowledge — except now it’s within the digital universe. Social media provides a new platform for staying top of mind with customers and prospects alike.
So, how should agents be more authentic on social media? Same as they would offline — with relationships.
Good selling starts with genuinely listening to clients and being authentic, no matter what. Insurance agents are there to identify clients’ life needs and build a solution to protect them against loss. They must genuinely care about clients’ needs to find the right solutions and demonstrate that level of care to earn trust.
Here’s how agents can bring that energy to social media:
View social media as an opportunity to provide value. Marketers and agents alike already know that authenticity is important to customer acquisition. That same authenticity should show up in social media activity.
Agents should still be themselves, just on digital channels. After all, in the insurance business, agents are selling a promise that a consumer may or may not ever see delivery on. If the client never has an accident, they’ll never make a claim.
This means a lot of time can pass between a point of sale and delivery of promise.
With the rise of social media, however, there is a growing opportunity to deliver value in the long term. Whether it’s sharing thought-leadership articles, checking in with clients on social media, or providing digital tools to help educate clients, the digital landscape provides ample opportunity to reinforce proof of agent value on an ongoing basis. Including both paid and organic social media marketing for insurance agents in the mix of sales practices is critical.
This won’t replace traditional tools like phone, email and in-person meetings, but having a mix of organic and paid content alongside them will complement other relationship-building efforts, keep agents top of mind, and continually provide value to clients and prospects.
Lean into the power of real-life experience. There’s a good chance that agents live and work in the communities they serve. Agents should use that advantage with prospective clients when building their authentic brands. Showing on social media what’s happening in their communities and their offices will help foster a sense of belonging and drive interest among followers.
Need more marketing ideas for insurance agents? Look to everyday experiences. If an agent runs into someone at a local event, they should take a selfie and tag the person on Instagram, Facebook or LinkedIn. If a client drops off cookies, the agent should post a photo and a heartfelt message about what it meant to the team. Social media followers will connect with those real-life moments far more than they would with a branded post.
Embrace storytelling. Too often, social media marketing for insurance agents consists only of market statistics or limited-time promotions. While this type of content can absolutely be useful and helpful, it’s not enough on its own. Think about the brands you follow: Would statistics and discounts be enough to get you engaged?
Social media is about creating a narrative, not just posting facts or promotions.
Agents should share the true picture of what it’s been like to grow a practice. Tell client stories about how they’ve benefited from your insurance products (with permission and privacy in mind, of course). When agents share authentically, they build trust with clients and prospects.
Be themselves. If agents are only professional and stuffy, audiences won’t connect. Agents and marketers alike shouldn’t be afraid to let a little personality shine through on social media. Thought leadership can create credibility and demonstrate expertise, and it’s always better received when served up by a real-life person.
That’s what social selling is all about.
Posting is only one part of the strategy. Agents should also comment on and engage with clients’ posts as appropriate. Two-way communication is critical to building authenticity. Think about it as if you were having an in-person conversation; there would be plenty of back-and-forth throughout the discussion. Did a client become a grandparent? Their agent should congratulate them. Social selling is all about creating conversation, just like in real life.
Engagement provides the added benefit of personalization. Customers don’t want to feel like marketing collateral. When agents engage with them honestly and authentically, they’re well on their way to creating deep, lasting consumer relationships.
Building authenticity through social media is similar in principle to building authenticity in real life; it’s just using a different medium to do so. When intermediaries share personal stories and helpful content with clients in a way that reflects their true personalities, they’ll build lasting relationships both online and offline that will serve as the foundation of future sales.
*This article was originally published in Insurance Journal.
Denim Social, a leading provider of social selling software for the mortgage industry, is proud to announce it has joined The Mortgage Collaborative. Together, the two organizations will educate mortgage lenders on the power of social selling and help them elevate their social selling programs to increase mortgage loan officer success.
The Mortgage Collaborative empowers mortgage lenders across the country with better financial execution, reduced costs, enhanced expertise and improved compliance. As consumer behavior shifts online and in a highly competitive marketplace, The Mortgage Collaborative also helps members reach and access prospective clients.
“Social selling is an essential tool for today’s mortgage lenders,” said Tom Gallucci, Senior Vice President of Business Development at The Mortgage Collaborative. “Partners like Denim Social will help our members build trust online, stay compliant and, most importantly, close more deals.”
Members of The Mortgage Collaborative and customers of Denim Social will have access to member only pricing, resources and training.
“We’re excited to be a part of The Mortgage Collaborative – an organization that so many of our customers gain great value from already. We’re looking forward to collaborating with TMC on special content and resources, as well as forging deeper connections with members,” said Doug Wilber, CEO of Denim Social.
Click here to learn more about Denim Social and the Mortgage Collaborative’s partnership.
Independent agents are taking over the scene — 62% of property and casualty premiums in the U.S. were written by independent agents in 2021 — so competition is fiercer than ever. Independent agents who want to stand out need to build up their personal brands online to reach customers and keep relationships strong. When agents use their personal social networks to find prospects, build relationships, and grow their thought leadership, they’re using one of the most powerful strategies available to them: social selling.
Social selling might be a familiar strategy for captive agents who have their carriers’ built-in marketing support, but independent agents must create their business (and relationships) from scratch. More and more, those relationships are built over social media. That’s the challenge for agents in this new landscape, but it’s also the big opportunity. People buy from people, and building personal relationships is what insurance agents have always done best. They just need to translate those rapport-building skills into modern digital spaces with a few key strategies.
Adopt social selling as a go-to strategy.
Social selling unifies sales and marketing, transforming social media into a revenue driver by giving agents an avenue to showcase their thought leadership, engage with potential and existing customers, and build trust and relationships in the process. It is similar to offline selling: Build trust with customers, get to know them, and explain how your product helps solve their problems. But it proves even more powerful — 78% of social sellers outsell their peers who don’t use social media.
To get ahead in social selling, agents must harness the power in their relationships and personal networks. Research shows that content shared by employees gets eight times more engagement than content shared by a brand. A social selling strategy can not only help agents reach more people, but also can also help them humanize their own work and brand.
For independent agents, personal branding can make all the difference. Agents shouldn’t be afraid to be unique and show their authentic selves on social media. From sharing personal photos to comments on client posts, the more clients see agents as personal friends and unique people, the more engaged they will be.
Why does letting personality show matter for agents? Credibility has become increasingly important for customers, with 88% of consumers citing authenticity as a key factor in deciding what brands they like and support. Clients want to know they can trust their agents, especially when making decisions that majorly affect their families and lives, so social selling content should reflect authenticity and relatability.
Understand and accept agents’ evolving roles in the changing landscape of digital insurance.
The sales process has gone digital in many ways, but that does not change the value of human guidance from an insurance advisor — the role of the trusted insurance advisor isn’t going anywhere.
Human connection remains a meaningful part of the insurance transaction. When people’s lives change, their relationships with their agents matter, and the work that agents have put into fostering trust and strong relationships will pay off.
Social media is a crucial tool in keeping intermediaries connected in this digital age and agents need to be comfortable using modern social media marketing and sales strategies.
Don’t go it alone — look for trusted support resources.
When independent agents are active in social selling, they shouldn’t go it alone. The resources agents have been consulting for years often have active blogs and social accounts from which they can source content. Many carriers and insurance industry thought leaders also offer curated social content that is ready to share and can typically be personalized by the agent.
A social selling strategy powered by a thoughtful content mix can help independent agents not only reach more people, but also reinforce the thought leadership and trust-building they’ve been demonstrating to clients outside of social media for years.
Find the right tools.
Curating content, creating a regular cadence of posting, monitoring multiple social channels — there are a lot of moving pieces in an independent agent’s social selling strategy. Social selling is just one of the many things an independent agent has in their sales repertoire. This makes it so important to have technology built for social selling specifically. The less time agents spend on the organizational aspects of social selling, the more time they have to build customer relationships, communicate authentically and, ultimately, build trust online.
This article was originally published in Insurance Journal.
Connect & Convert on Social
Capacity Expands All-In-One Support and Engagement Solution with Two Key Acquisitions
ST. LOUIS, August 30, 2023 – Capacity, an AI-powered support automation platform, today announced the acquisitions of Denim Social and LumenVox. Capacity’s support automation platform empowers teams to do their best work and deliver valuable customer experiences across channels. With the addition of Denim Social and LumenVox’s products, the platform is charting a course to provide solutions that define the future of work and omnichannel customer engagement for its 1,900+ customers across numerous industries.
Capacity’s acquisitions of Denim Social and LumenVox are fueling its transformation from a self-service, single channel tool to an omnichannel support and engagement automation platform. Whether providing customer and employee support, assisting agents or reaching out to customers, the Capacity platform now offers a complete solution across web, voice, SMS, email and social media.
“Customers need support everywhere. Our expanded platform will free up team members to do their best work while also building more meaningful relationships with their customers,” said David Karandish, CEO, Capacity. “Denim Social’s platform will empower brands to more effectively communicate with customers on their social channel of choice and LumenVox’s tools are key in our expansion into voice automation.”
Denim Social, based in St. Louis, is a software provider that elevates the way professionals in the banking, insurance, mortgage and wealth management industries connect and sell on social media. With Denim Social integrated into the platform, Capacity users will be able to launch proactive social media campaigns to reach customers and deepen relationships.
“Social media is a must-have tool for today’s modern seller. Combining Capacity’s AI-powered automations with Denim Social’s campaign tools will enable users across industries to more effectively stay engaged on social media and focus their time on delivering authentic interactions,” said Doug Wilber, CEO, Denim Social. Wilber has assumed the role of Chief Strategy Officer at Capacity, following the acquisition.
LumenVox is a leading global speech and voice technology provider based out of San Diego. LumenVox works with customers to build secure self-service and customer-agent interactions. Its tools will enable Capacity users to transform customer engagement with AI-driven speech recognition and voice authentication technology.
“The right voice technology can save teams countless support hours. Marrying LumenVox’s technology with the Capacity platform ensures voice is a seamless part of the omnichannel experience,” said Nigel Quinnin, CEO, LumenVox. Quinnin will lead Capacity’s voice initiatives.
The acquisitions of Denim Social and LumenVox significantly expand the capabilities and scale of the Capacity platform. Today, Capacity estimates that every month its platform will:
- Analyze 3,000,000,000 calls
- Send 10,000,000 SMS messages
- Deliver 500,000 social posts
- Execute 386,000 workflows and automations
- Deflect 140,000 tickets and emails
“With these two great additions to the Capacity platform, we’re proudly offering customers an all-in-one solution for support and customer experience,” said Karandish.
Capacity’s acquisitions of Denim Social and LumenVox closely follows a deal with Textel, an enterprise SMS provider, earlier this year. Capacity will maintain its headquarters in St. Louis. With the acquisitions, its headcount is now more than 100 employees. The terms of the transactions are confidential.
For more information on how Capacity helps teams do their best work, please visit capacity.com/omnichannel.
About Capacity
Founded in 2017, Capacity is a support automation platform that uses AI to promote self-service, providing immediate Tier 0 and Tier 1 support for customers and internal teams. Capacity answers over 90% of FAQs and escalates more pressing, nuanced issues to the right person. Capacity works across web, voice, SMS, email and social media to help teams do their best work. For more information, visit Capacity.com.
About Denim Social
Denim Social is a Software As A Service (SaaS) provider that powers social selling programs. The Denim Social platform helps brands empower their producers to compliantly communicate, share, and sell on their social channels of choice. Denim Social partners with forward-thinking marketing teams in regulated industries including banking, mortgage, insurance and wealth management. The social selling platform is used by corporate level admins and local producers to amplify brand messaging and power sales on social media. For more information, visit DenimSocial.com.
About LumenVox
LumenVox is an industry-leading provider of speech-enabling software, bringing the power of voice to customers worldwide and facilitating billions of customer interactions. The LumenVox software portfolio consists of Automatic Speech Recognition (ASR) with transcription, Call Progress Analysis (CPA), Voice Biometrics, and Text-to-Speech (TTS). Designed to be highly flexible, accurate, and scalable, LumenVox helps some of the world’s largest cloud-first companies reimagine customer engagement by delivering exceptional voice experiences. LumenVox also provides self-service tools that enable customers to easily tune, adjust, and create language models. For more information, visit LumenVox.com.
*This article was originally published in PRNewswire.
The effects of economic disruption and uncertainty have many families facing tough financial questions they are not sure how to answer.
Unfortunately, financial literacy rates remain startlingly low. A recent study showed three quarters of Americans say they do not feel confident about their personal finances. When a another survey asked over 1,000 American adults who they turn to for trusted financial advice, almost 25 percent said they had no one to turn to. Providing financial education has always been a core purpose of banks, but the financial turmoil of recent years has made financial literacy even more important.
Financial professionals have an obligation to educate their customers, and today, social media is one of the most effective ways to do so. Luckily, social media-driven education already aligns with consumer preferences: Pew Research Center reports that more than half of U.S. adults get their news from social media, and 79% Millennials or Gen Zers have gotten financial advice from social media.
Many financial institutions are already capitalizing on this by using social media to connect with their customers and communities, but there’s still ample opportunity to provide financial education to current and prospective customers. Here are three tips:
1. CURATE RELEVANT AND TRUSTWORTHY NEWS
Social media is flooded with misinformation and misleading data, and your audience members know this. To become a trusted source, be highly selective in choosing accurate, useful and relevant news to post on your branded social media pages. You can take several steps to ensure that the information you share comes from trusted sources before distributing it to your followers.
Established news organizations, such as CNBC and ABC News, seem easy enough to identify, but be wary of illegitimate sites trying to mimic them. The source’s domain and URL will help you identify whether the reference is credible. For instance, sites with URLs that end in “.com.co” might be cause for concern. If you’re still unsure, investigate the site further for more information. The “About” page should provide plenty of verifiable information about the organization’s staff and leadership team. If you’re still unsure, choose another source.
It’s also important to be aware of news bias and how it impacts your ability to build a healthy news diet that protects your brand reputation. Seek out resources (like this one) that help visualize where certain media outlets fall on the political spectrum. Armed with this information, you can help your institution’s brand avoid bias. You can also be sure you’re not resharing information that’s deceiving, one-sided, or untrustworthy.
2. EMPHASIZE YOUR TEAM’S THOUGHT LEADERSHIP
Credible news updates draw in social media users searching for financial news, but rather than simply sharing links, weave in original insights to make the information more digestible and jargon-free. Remember: Your employees are financial experts, so empower them to share their knowledge through a strong social selling strategy.
In doing so, you’ll not only educate your followers, but also humanize your brand and build trust with your audience. After all, people trust people more than brands, and research bears this out: Nearly three-fourths of social media users say they are more heavily persuaded by posts shared from employees rather than brand pages. Engage team members to share their knowledge in original content like blog posts, social media posts and short videos.
3. BE ENGAGED
Social media is a two-way communication channel. A survey by The Manifest revealed that 74 percent of consumers follow brands on social media, and of that group, 96 percent said they directly interact with those brands. To make the most of your social media presence, your team needs to be engaged and respond to questions, comments and concerns in a timely manner. Stay connected with your followers and you’ll build stronger, more meaningful relationships within your community in the long term.
Financial literacy is an acute need. By using social media to educate current and prospective customers, banks can improve financial literacy, be a good steward for their customers and serve as a trusted source of information.
Connecting with customers and prospects on social media is a natural extension of the financial services industry becoming more digital. Consumers expect the businesses they patronize to be on the same social platforms they use — and they expect those brands to be ready to interact with them. Case in point: A survey of over 500 social media users found that nearly three-quarters follow organizations on social platforms, and the vast majority of them interact with those brands on social.
Social media is the perfect tool for financial institutions to build brand awareness, meet the demand for greater digital engagement, recruit prospective customers, and drive referrals.
While social media is a great way to connect with customers and prospects, it’s not without its risk. It’s essential to use social media tools that will keep your team in compliance.
1. START WITH A SOCIAL SELLING STRATEGY.
There are few limits to how you can connect with customers and prospects on social media, but it needs to be about more than posts from a brand page. Direct messaging is always an option for private communication, but to reach more people at scale, social sellers (i.e., agents, loan officers, financial advisors, intermediaries, etc.) should also be posting original content, resharing educational articles, responding to comments and questions, and liking others’ posts. With so many options, it’s important for marketers to craft a social selling strategy that guides social sellers in their social interactions on behalf of the institution.
A well-thought-out strategy can ensure effective social selling. For instance, rather than posting on channels at random and hoping for the best, social sellers can determine which social media platforms suit them best based on audience engagement and follower counts; then they can focus their efforts there. Consider also equipping intermediaries with a library of branded content they can mix in with their personal posts. This strategy will inform your all-important social media policy moving forward.
2. TURN YOUR STRATEGY INTO A DETAILED POLICY.
In a heavily regulated industry, it’s essential for firms to have a comprehensive social media policy. This is a package of brand messaging in a detailed policy to help ensure consistency when social sellers post on your behalf.
Take the plan you mapped out in your strategy and turn it into a documented policy that intermediaries can access easily. Social media and the way people use it continues to evolve, which is why your social media policy should always be a work in progress. Make updates periodically to account for shifts in your approval workflow, changes in messaging, and general social media best practices. As social sellers become savvier, your policy will grow more detailed.
3. MAKE TRAINING AN ONGOING EFFORT.
Intermediaries who are new to social media will require initial training — but it shouldn’t be a one-and-done initiative. Hold regular social selling workshops to keep all social sellers up to date on your social media policy and messaging.
You can also use workshop time to walk your team through any tools you invest in to fuel social media efforts. Denim Social, for example, offers live product demos you can share to show them how to use the technology and get the most benefit.
Demonstrate how the software streamlines the approval process for posts and automatically archives them for future reference. The more they know, the more comfortable they’ll be using such tools to facilitate social selling efforts. The great news is, our customer success team is here to help get your team trained and ready.
Social media opens up a world of opportunity for financial institutions to reach and engage customers and prospects, but that doesn’t mean you should set your team free to do as they please. The right strategy and social media management software can make it a lot easier to avoid mistakes and create a successful social selling strategy. Want to see how Denim Social can help your team up their social media game? Schedule a demo today!
If you didn’t want to believe it before, digital banking is here to stay. While most were on the path toward digital, COVID vastly accelerated digital adoption. That behavior is unlikely to change: 84 percent of banking customers polled said they plan to maintain the same level of digital banking services post-pandemic. This is both a challenge and an opportunity for traditional banks.
The good news is that the key differentiating factor for traditional banks remains the same: human relationships with customers.
The challenge is that maintaining strong relationships in a digital environment can be difficult for traditional banks. And without strong anchoring relationships, banks miss out on valuable cross-selling opportunities and lose customers to competitors that offer better digital services. Customer defection can be costly, as it’s five to 25 times more expensive to acquire than retain customers—but increasing customer retention rates by a mere 5 percent can boost profits by 25 to 95 percent.
Banks that turn their focus toward strengthening digital customer experience can solidify relationships for the long term, secure more business with new and existing customers, and thrive well into the future.
HOW TO CREATE AN EXCEPTIONAL DIGITAL CUSTOMER EXPERIENCE
Delivering high-quality digital experiences is two-fold challenge for banks. First, traditional banks tend to struggle to design meaningful and emotional experiences in digital ways. Second, they struggle to deliver those experiences impactfully due to internal and external digital transformation hurdles.
With these two challenges in mind, bank marketers can lead their organizations to success by first focusing on their teams’ willingness to evolve and openness to the larger concepts of digital transformation. Without widespread buy-in, even a million of the fanciest bells and whistles on the market won’t help a bank evolve to meet and exceed consumers’ digital expectations.
Marketers must ensure an overall understanding of these four digital transformation initiatives and how they can help improve digital customer experiences and strengthen human relationships:
1. Continual tool improvement and refinement. Most financial institutions likely accelerated the pace of their digital transformations in recent years and they need to keep up the momentum. In fact, the primary goal behind digital transformation for 79 percent of respondents in one survey was to improve customer experience. You can’t improve experiences without continuous transformation efforts.
Gather data to show how customers are using your digital tools and continually evaluate how to improve your tools to create better and better experiences. Seeking strong and strategic partnerships with fintech vendors is an excellent way to stay on top of the latest innovations in technology and continue providing the best digital services.
2. Optimal onboarding. Your team and fintech partners might put a lot of time, money, and effort into building new and impressive digital widgets—but if your customers don’t know how to use them, they won’t bring any value. That’s why part of any bank’s digital transformation strategy should involve onboarding customers to ensure the adoption and use of new digital services.If new account openers don’t engage within the first month of opening an account, they likely never will. Encourage frequent and continued engagement by clearly demonstrating the value customers can find in your digital services and tools. Provide convenient and accessible customer support to keep the value stream flowing without interruption.
3. Transferring relationships to digital. Preserving human connections in the virtual world can be a challenge for banks accustomed to old ways, but with the right approach, digitization can actually help banks build and maintain stronger relationships. That’s why 72 percent of business leaders who responded to Harvard Business Review Analytics Services researchers said they expected the digital shift to create closer relationships with customers.
Take social media as one example. With an active social media strategy, loan officers can keep up with past customers and even get new prospects’ attention. And with the right social media management tools, marketers can help loan officers pull off social selling campaigns at scale. Ensure that customers also have a direct line to access employees who can facilitate customer service so that they always have a resource to answer questions and guide them along the digital journey without a hitch.
4. Constant value with content and data. The more value a financial institution can offer, the less likely customer defection will be. Provide useful information to customers through frequent social media content, blog posts, landing pages and more. Use targeting strategies such as paid social media advertising and create personalized content based on data. The more relevant the information is to your customers’ specific needs, the more valuable it will be. Personalize landing pages and gate information behind contact submission forms. When visitors exchange their contact information for the content they need, you can reach out directly to primed leads to continue the conversation with human-to-human touchpoints.
No matter the state of digital transformation, strong customer sentiment around digital banking is unlikely to wane. In fact, consumers are likely to expect better and better digital experiences from financial institutions as technology becomes an even bigger part of everyday life. Traditional banks that focus on creating exceptional digital customer experience based on human connection will thrive.
This article was originally published on ABA Bank Marketing.
Instagram stands out as the shining star of social media platforms. While Facebook still reigns supreme and TikTok grows, Instagram is quickly catching up fast with more than 2 billion users worldwide.
With users under age 34 making up nearly 60 percent of this user population, financial services marketers looking to reach younger generations should take note. And with an estimated sum of $68 trillion in wealth expected to transfer from Baby Boomers to Millennials in the next couple of decades, Millennials are a worthwhile target.
Studies predict that, after inheriting wealth, 80% or more young heirs will seek out a new financial advisor. Considering that 9 in 10 accounts follow at least one business on Instagram and 8 in 10 users find new products and services in the app, it’s a safe bet that Instagram will be a place to influence many Millennials. Wise financial services marketers will meet them where they are with strong Instagram marketing strategies, and the following tips can help:
1. Focus on paid ads
Instagram is a visual platform for sharing photos and videos, so it’s important for brand pages to populate their profiles with organic posts. While this presence is important, organic content isn’t what will move the needle on business goals. Financial services aren’t exactly visually interesting, and organic posts tend to have low reach as they only show up in the feeds of a brand’s current followers. Without the ability to include hyperlinks in captions, they also won’t drive any traffic back to your site. If you want to build the type of following needed to generate new business, including paid advertising in your Instagram marketing strategy is your ticket.
With Instagram advertising, institutions and advisors can target ads to land with exactly the right audience — even outside their follower base — and include links in posts to drive more traffic to the brand. With a specific call to action that directs consumers to learn more about a topic, Instagram ads offer a straight-line path to giving customers the valuable information they desire — in their own time and at their own place. What’s more, Instagram advertising is seamlessly integrated directly into Instagram feeds and stories, creating a smoother user experience all around.
2. Connect with consumers on a local level
Instagram marketing on the corporate brand level is a great starting point, but advertising on behalf of your individual advisors can take your strategy to the next level. Think of it this way: If a consumer sees a well-known brand on social media, they might recognize the name, but they won’t feel an intrinsic connection beyond initial familiarity. In contrast, they’ll feel familiarity and an immediate connection when they see a post from an advisor in their own community. Consumers want to build relationships with brands, and a shared community is a great starting point.
Of course, most advisors and other financial services employees are not experts on how to market the business on Instagram. And marketers know they must keep all social media marketing for their financial institutions compliant to avoid heavy regulatory reprimands. To keep posts compliant, save employees time, and help them build relationships with consumers in their physical communities, financial services marketers can set up and run ads on their behalf.
3. Micro-target content to your audience
As big-name brands like Amazon continue to elevate the digital customer experience with seamless customer service, purchasing, and delivery, customer expectations are higher than ever before. When customers evaluate a financial institution, they compare it not only to other organizations in the industry, but also to tech giants in any industry that give them exactly what they need when they need it.
They expect a high level of personalization and convenience, and Instagram marketing with paid advertising can help you give it to them. Match basic behavioral and geographic data to potential customers on Instagram to target ads, and then track clicks, engagements, and post-click actions. These data points don’t indicate much on their own, but together they offer a rich story about what consumers want. Continually refine your strategy with these data points in mind to deliver the kind of highly personalized experiences your audiences want on Instagram.
With a large Millennial user base that engages actively with brands online and the ability to target highly personalized ads to exactly the right audiences, Instagram is a must-have in any financial services marketing strategy. To learn more about how Instagram marketing can work to drive your business forward, download our guide to building stronger customer relationships on Instagram for free today.
“If you build it, they will come.”
While this advice may work in fictional baseball movies, it’s a bad strategy for building your Facebook business page following.
Successfully growing your page likes and follows requires ongoing attention, but it pays off.
More followers indicates greater popularity and trust in your brand and also means more eyeballs on your content.
Follow these tips to start growing your following today.
1. Share meaningful content. Before posting anything on your page, make sure it provides value to your audience. When you do this consistently, your existing followers will share it with their friends, attracting more followers. As you plan your content strategy, think about the topics you can speak to with authority. Then look for gaps in the content already being shared with your audience. Where these two intersect is a great place to focus your thought leadership efforts.
2. Be consistent. It goes without saying that consistency in voice, tone and style should be inherent in any marketing message. As you work to grow your Facebook page following, it’s also important to aim for consistency in when and how often you post content. When your content quality, quantity or schedule isn’t consistent, it can confuse your audience. Staying on a schedule will improve the experience you deliver and build your business’s credibility and reputation. Use a tool like Denim Social’s Analytics to test and monitor when engagement is at its highest, and design your content schedule accordingly.
3. Invite friends. One of the quickest, most efficient ways to start driving awareness and growing your audience is to invite your friends to follow your page. Remember, your friends have friends, and they might be interested in following your business and your new page.
4. Run ads. A surefire way to grow your following is to run Facebook ads. Ads are an effective tool for promoting your page, boosting your posts, getting more leads, increasing conversions and performing a number of other actions. Keep in mind, however, that it may not always be in your best interest to grow your following just for the sake of a bigger number. You want to attract people who are interested in your products and services (and, in turn, more likely to engage with your content). Using audience targeting strategies will help you reach the right consumer with the right message.
A Facebook business page is an easy and effective way to grow your brand awareness and credibility. Although it’s not as simple as set-it-and-forget-it, if you follow the tips outlined above, you will be well on your way to growing your Facebook fan base. If you need help engaging your audience on social media, get in touch with us today.
Known as the professional social networking platform, LinkedIn is a powerful tool for social selling, allowing your team to foster strategic customer relationships and build credibility. An important part of your online brand, your LinkedIn profile is a key source of information for people looking to learn more about you.
A strong LinkedIn profile creates opportunities for meaningful connections and interactions with other professionals. But how do you make LinkedIn a successful part of your marketing strategy? Well, for starters, you need to build trust. Use the following best practices to do just that.
1.) Add professional profile and cover photos. According to LinkedIn, a professional headshot makes your profile 21x more likely to be viewed, and profiles with photos get a 40% better message response rate. For best results, upload JPEG or PNG images sized as follows:
- Profile photo: 400x400 pixels
- Cover photo: 1584x396 pixels
Pro Tip: Bookmark our Up-to-Date Social Media Sizing & Resource Guide to optimize your images on every social media platform.
2. Write a compelling headline and summary. Your headline and summary should clearly and succinctly state who you are and why someone should connect with you.
- Headline: More than simply your job title, your headline should answer these two questions:
- Who do you help?
- How do you help?
- Summary: Use the following framework to write a compelling professional summary:
- Paragraph 1: In three sentences or less, what is your value prop to your prospective customers? Reiterate your purpose from your headline.
- Paragraph 2: In three sentences or less, how do you help customers achieve results?
- Paragraph 3: In three sentences or less, what is your call-to-action for the prospective customer?
Pro Tip: In your headline and summary, be sure to include keywords prospective customers might search for.
3. Engage frequently and consistently. Every week, apply consistent effort to LinkedIn to build credibility and keep content relevant and valuable for customers. Below is checklist of activities we recommend performing on a weekly basis:
- Post relevant content: Check your content library or search for trending topics in the LinkedIn search bar. You can find some great recent inspiration from others in your field.
- Post/schedule content at the right time: Generally, the best time to post on LinkedIn is Tuesday through Thursday between 10 and 11 a.m. Content posted in the evenings and on weekends tends to get less engagement. Check out this guide in our Help Center for more information on when to post on various social media channels.
- Seek recommendations from customers and share success stories: What’s better than telling your networks how great you are? Someone else saying it for you! Positive testimonials, endorsements and reviews go a long way in building your credibility.
- Check likes, follows, shares, hashtags and comments. Be sure to engage and respond as appropriate. Set weekly or monthly goals for growth and track progress.
- Grow your network: Join relevant groups in your industry to gain customer insights about needs and interests, follow influencers and connect with others.
Pro tip: Add a 30-minute weekly recurring event on your calendar to go through the above checklist.
LinkedIn should be an essential part of your team’s social selling strategy. Stay visible and build trust with consistency and an optimized profile.
Looking for a quick reference for all of this information? Check out this infographic.