An expert helping enterprises and marketplaces optimize engagement strategies for their customers: Freespee

Freespee’s platform integrates customer conversation across buyer journeys to give brands full data visibility and the ability to create workflows that lead to sale. Freespee’s platform resolves challenges faced by brands who have high consideration and complex customer journeys. For over 10 years, Freespee has been helping enterprises gain maximum value from customer buying journeys. Freespee was founded out of a desire to create a seamless customer experience by Tobias Lindgren and Carl Holmquist. 

Their mission was born out of combined experience in the Telecommunications industry where they observed the disconnect between communication channels and customers. By creating a solution that focused on seamless channel connection and contextualization, Tobias and Carl created a product that naturally accelerates conversion. Since its inception in Uppsala Sweden, Freespee has grown and now includes offices in London and Paris. Each team in each country is proudly inclusive and diverse. At the heart of Freespee’s continued growth is the B2Human philosophy - the recognition that the key to success is empowering people and allowing for the creation of team members’ own work life balance.

Freespee is a leading customer engagement SaaS platform focused on orchestrating human conversations and digital buying journeys. Freespee orchestrates and simplifies the integration of conversational data with existing systems, websites, and CRM & CDP systems. The outcome is connected channels for conversations and orchestrated workflows. Conversation channels include offline and online channels: web forms, chat, email, voice, SMS, and WhatsApp. Through WhatsApp sellers can interact directly, exchange media (images, videos, documents) and take action on the lead. It offers sellers an additional channel to receive and interact with leads.

The Freespee platform uses channels, data, and orchestration. There are many ways you can use orchestration:

• Recover a buying journey that has stalled by prompting them to restart the conversation.
• Design a lead management workflow to prioritise the most valuable leads for quickest response.
• Prevent buying journeys from stalling by including useful prompts and reminders at the right time.
• Maintain a combined view of all data points at a single customer view throughout the customer journey.

Freespee AB corp. reg. no 556751-0689 (“Freespee”) has developed a customer communication software used by marketing, product and sales teams to convert web visitors and App users into phone calls and text messages, automate workflows for third party software integrations and personalized communication experiences. Said software is further described in section 2 below (the “Service”).

The following general terms govern the provision of the Service to a company (the “Customer”) that has signed a written order form from Freespee (the “Order Form”). The Order Form and these general terms, including their annexes and appendices, together make up this “Agreement”. In case of any discrepancies between these general terms and the Order Form, the text in the Order Form shall be given precedence.

Description of the Service

The Service used for understanding how visitors convert into callers (“Freespee Insights”) consists of Freespee providing public non premium or toll free telephone numbers (“Freespee Phone Number”) in a phone call and messaging widget for Web and App, or via an Application Programming Interface (“Freespee API”) provided that certain information is included in the request. Any phone call arriving on a Freespee Phone Number can be assigned to a contact center queue, to an individual or a team (“Call Destination”).

This allows the application to capture digital information like page visits, geo location, and browsing history as well as call information via the Freespee Phone Number such as the CallerID of the caller, time and duration of the call (“Customer Data”). The Call Destination can be the Customer directly or one of its own customers or users, such as vendors on a marketplace operated by the Customer or resellers of the Customer’s products (such third parties are collectively referred to as “Users”).

The phone and text widget is a set of code developed by Freespee that can be copied and pasted into a web page or App section that converts visitors and App users into phone calls (the “Freespee Widget”). The Freespee Widget can request and allocate specific Freespee Phone Numbers to each individual visitor, that enables visitor segmentation and profiling, as well as drill down analysis to study the behaviours of an individual visitor. If a visitor has blocked the use of cookies in its web browser, the Freespee Widget should be inactivated by the Customer or User and the visitor will then not be identified.

Customers and Users can automatically stream Customer Data to third party applications using native integrations (“Freespee Integrations”). Freespee Integrations can be switched on or off on the fly. Workflows can be switched on or off (“Freespee Recipes”), that trigger automated actions like Customer and/or User messaging, visitor messaging and reporting to allow personalization and detailed event attribution.

Provision of the Service

Freespee shall provide the Service as set out herein. The connection to the Service shall be made in accordance with Freespee’s instructions in order to ensure full functionality of the Service.

The Customer or User does not obtain any rights to the Service, other than for the purpose of utilizing the Service as set out in these Terms and Conditions. The Customer’s or User’s rights to utilize the Service cannot be transferred. The Customer or User may not assign a call arriving from a Freespee Phone Number to a telephone number belonging to a third party, or in any other way transfer, assign or dispose of the rights granted.

Carl Holmquist, CEO

“Freespee’s solution creates a seamless connected customer journey, while efficiently managing and maintaining leads for the sellers and ensuring ROI through better conversions.”