How It Works
Denise had a problem…
She ordered a $500 guitar from your web site. When she opened the box she saw it was scratched. What you do next will determine whether or not you keep Denise as a customer… What do you do? Hint: She doesn’t want to talk to customer service. She just wants a solution to her problem.
Modria goes to work…
Collecting and analyzing the relevant information related to the dispute, including Denise’s customer information, the guitar information and shipping details.
Then, mapping all the relevant information in the transaction – real-time – to your resolution rules, including refunds, returns, exchanges and chargebacks policies.
And delivers the best possible resolution.
Up to 90% of cases resolved through technology!
Denise is happy.
For Denise, a high value customer who has purchased three guitars from your site and has had no previous disputes, Modria automatically selects Auto-Decide resolution. Denise is offered a partial refund of $50 and a gift card to return to your online store. Denise is happy.
That’s automated online resolution.
The entire dispute was handled on the Modria platform, in the cloud, without having to involve your already beleaguered customer support team.
Congratulations! You’ve just won Denise back.
What if Denise didn’t like that solution? Or what if the transaction value was higher? No problem. Modria enables a dialogue between Denise and the seller so they can work it out themselves – with no involvement from your customer support team.
What if your risk team is concerned that Denise’s account might have been hacked? The intelligence of the Modria platform enables Denise’s inquiry to be routed directly to your Customer Support team so they can verify it’s really Denise.
That’s how automated, policy-driven online resolution works. That’s how you turn a potentially negative situation into a win for your customer and your company. That’s what success looks like!