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Dramatic growth of eCommerce creates a burden for businesses, says exec

06 Oct 2016

Global eCommerce continues to post double digit growth rates and the key to making a profit in this increasingly competitive market is to earn repeat business from shoppers.

That’s according to Dispute resolution specialist, FairWay, who’s selected Modria as the platform to power its new service that will improve the resolution of transaction issues for New Zealand’s and Australia’s growing list of online businesses.

The new service combines rule-based problem resolution with sophisticated negotiation options to quickly and fairly resolve problem transactions for all types of eCommerce operators.

Peter Blades, chair of Fairway, says the dramatic growth of eCommerce has created a significant burden on companies that are now having to deal with a wide array of post-sale experience.

“Customer support software ticketing systems and knowledge base applications are insufficient in handling the messier complex issues and companies can ill-afford to keep hiring bodies,” he says.

“We are excited to put software to work to resolve transaction issues at the pace of eCommerce, while supporting these systems with expert panels of mediators and arbitrators to ensure that even the messy issues are resolved without going to court.”

According to the two companies, the new offering will be based on Modria’s proven online dispute resolution platform, while FairWay will use its expertise to help eCommerce companies design and implement resolution workflows that reduce customer service costs.

Colin Rule, co-founder and COO of Modria, says the only way today’s companies can ever hope to scale is with a platform that combines rules-based automation.

“The Modria team has delivered systems that have resolved 100’s of millions of problem transactions,” he explains.

“We’ve captured that experience in a powerful online dispute resolution platform, and are thrilled to be partnering with FairWay to bring this solution to New Zealand and Australia.”

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