Monday, 18 October 2010


The Tender Tab

You may have noticed a small tab on the right of the Moviestorm front page for the last few weeks. We've recently been trialling a new support system, called Tender, as an alternative to the Knowledgebase / FAQ / email / help forums we've been using for the last few years. With the number of support queries we had coming in via different routes, we were starting to lose track of them. We didn't have a way to keep track of who was answering what, who was waiting for responses from customers, or anything like that. So Ben, Johnnie, Amos, Chris, Alex and everyone else just piled in and hoped for the best. It's worked pretty well until now, but we felt we needed to be a little more organised about everything.

Query entry and knowledgebase

Here's how it works. Click the tab (or go to You can now enter your query or search the knowledgebase to see if someone's already answered your questions. When we get a query, it's logged in our system, and gets assigned to one of us. You immediately get a confirmation email which will, in due course, include links to relevant support articles. We've found that many of the questions we get have already been answered, so this hopefully means about 60% of problems will get solved instantly. We'll then get back to you as soon as we can, usually on the next working day. Our stats show that right now we're answering all questions in an average of one day, which we're quite pleased with.

This opens up a discussion, so we can go back and forth with you until we've dealt with your issue. You can attach files, include links, and so on, as you'd expect.

Discussion page

One big advantage is that unlike the forums, all issues can be kept private. This means you don't have to worry about what other people will think, or deal with idiots posting unhelpful comments on your query. If , once we're finished, you're happy to make the discussion public so that others can learn from it, that's something we can do.

Over the next few weeks or months, we'll probably move a lot of stuff over to Tender, so we don't have to maintain things like the FAQ separately. The help forum will stay, but we'll be regarding that as a more informal support system, where you'll be just as likely to get help from another Moviestorm user as from one of us.

Obviously, the main reason we're doing this is to make our own lives easier. However, the aim is to provide you with a better service at the same time. We'd love to get your feedback on the new system, so please let us know what you think, and how it compares to using the forums.

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