Feelment® - technical support on the go

The restaurant industry is known for its varied opening hours; doors may be open every day of the week, holidays included. The Feelment team keeps this in mind, as technical issues don't care about time or place. In the life of a small family business, this is evident wherever and whenever; customers are assisted, whether in a party dress or on a fishing trip!

Inherent joy of helping

Gratitude is the best! When a customer calls with a small or big concern, being of assistance is rewarding. Calling Feelment's technical support is easy, and sometimes the problem is resolved almost effortlessly right after the call. This doesn't bother us, as it's always enjoyable to exchange nice words with customers. We aim to solve even challenging problems as quickly as possible through phone and remote connections. When the issue is resolved, the feeling is good on both sides.

”The best part of the job is definitely solving any problem, even in a tight spot." – Miikka, Helsinki office

In restaurants, there are often many different devices in use, which can easily cause headaches. Sounds may disappear, or screens may go haywire. In these situations, our technical support is a quick solution, and the staff doesn't have to spend working hours pondering the issue. Advice may also be given beyond Feelment's services because customer satisfaction is the essence of the whole thing.

"We help the customer as far as we can, even if the call comes to the wrong number. Whether it's about music licenses or even a home channel package, the least we can do is guide the customer to the service provider they are looking for." - Miikka, Helsinki office

Technical support is done on-call

The Feelment team, consisting of about ten people, primarily works during office hours. Since our technical support operates every day until 23 o'clock, customer assistance is provided in an on-call basis. Each member of the technical support team takes a one-week shift on-call, rotating according to the calendar.

As the office is operational from early morning to afternoon, providing on-call technical support fits into the rhythm of daily life. With work laptops moving everywhere with you, the team is ready to answer the phone in any situation. However, it's advisable not to schedule important events during the on-call week, as the ringing of the phone during, for example, a wedding ceremony, might result in some disapproving glances.

In a family business, family gatherings and shared events add a bit of challenge to the mix. Teamwork and flexibility are key—when there's an important family event up north, the Helsinki office steps in to handle the on-call duties. That's how things roll with a positive vibe!

Q&A – technical support answers questions

How many inquiries does technical support receive?

"Depending on the season, from a few calls to a few dozen per day. There are peak times in spring and autumn when seasonal restaurants open and close. It tends to be quieter during the summer vacation period." - Sanni, Helsinki office

"Investing in development has been rewarding, as the quality of the software reflects in the number of inquiries. Our processing is fast because smaller issues have a few people behind them. This allows us to quickly fix any possible faults. Thanks to the coding office, whose team listens well and reacts promptly." - Jussi, Pello office

What kind of inquiries are the most common?

"The most common issues are related to sound and image. Network problems and Windows updates also generate some work." - Sanni, Helsinki office

"The device service is seasonal; causing some workload especially in the fall. Preparing the devices is a time-consuming task, but most devices can be delivered within a couple of days. Device breakdowns are rare however, as current technology is reliable. Compared to the number of customers, situations where the problem cannot be fixed remotely are very minimal." - Jussi, Pello office

Greetings to the customers?

"Customers are important to us! Our customers act as both testers and developers for Feelment. Testing in the actual operating environment is challenging, so the role of our customers is significant. This allows us to respond quickly to feedback and requests.

"When it comes to issues, 90% can be resolved by restarting the computer, and that's why technical support often suggests it. This isn't to imply that customers are considered stupid. Sometimes, we even ask if the plug is in the wall; just because in a hectic environment, cables can come loose." - Jussi, Pello office

"Sometimes solving a problem requires more contemplation, so it's worth allocating time for a call. Technical glitches are much easier to figure out when the situation is ongoing. Therefore, it's advisable to pick up the phone immediately when the problem arises, if possible." - Miikka, Helsinki office

TOP 5 – Always ready

Amidst the everyday hustle and bustle, the phone has been answered in some rather unusual situations. The technical support team reminisced about funny customer service moments over the years. Here's a top 5 list of places where the phone has rung.

1. On the way to a wedding gig

Our singer-musician duo, Juulianna and Jussi, perform at various events in the evenings and weekends. They manage to handle on-call duties during their gigs, as there's always time to assist customers even on the way to a performance. Just pair the headphones and laptop with a stylish party dress – voilà! Despite the glamorous outfit, it makes sense to redirect calls to another team member during the actual performance.

2. In HopLop

On-call duties sometimes require multitasking, especially when dealing with small children and weekends. Fortunately, HopLop comes to the rescue, and our technical support powerhouse, Sanni, has been making the most of it. With her laptop and phone in hand, she settles into a corner of HopLop's couch while her husband and kids zoom down slides and race toy cars.

3. Out duck hunting

Customers are also assisted during the duck hunting season, and Valtteri can manage both simultaneously: "Once, at Merikylänlahti, a customer called just when I was chest-deep in water. No problem, with the laptop on the shore as a support point, technical support works just fine even during duck hunting."

4. During a round of Golf

Staying active helps maintain energy, so it's good to stick to hobbies even during the on-call week. Our passionate golf enthusiast, Miikka, knows how to combine customer service and sports; he can provide technical support even from the edges of the golf course directly over the phone.

5. At the summit of the fell in Utsjoki

In 2018, the Feelment team celebrated Christmas with a hiking trip. When they reached the summit of the fell, the technical support phone rang. The customer received assistance, the views were stunning, and the air was fresh – what could be more enjoyable.

Having technical glitches? Did your device crash? No worries, we're here to help! You can reach Feelment's technical support at  029 1234 122 every day from 9-23.