Modria Launches Global Platform for Online Conflict Resolution

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Fairness Engine for the Internet lets companies resolve customer issues in a transparent and efficient manner - Proven to boost customer purchases by nearly 20 percent

Modria - Fairness Engine for the Internet

Modria is a software custom-built for the age of the always-on economy. When so much brand equity rides on a good customer experience, it’s crucial to give everyone a fair hearing and find a fair solution, fast. It’s the foundation for trust

Modria, the Fairness Engine for the Internet, today announced the launch of its online dispute resolution platform, enabling companies and agencies of any size to settle disputes swiftly and transparently. Its cloud-based technology brings all parties involved in an online dispute to the table quickly and lets them arrive at an equitable solution that helps save costs and increase brand loyalty.

“Modria is a software custom-built for the age of the always-on economy. When so much brand equity rides on a good customer experience, it’s crucial to give everyone a fair hearing and find a fair solution, fast. It’s the foundation for trust,” said Colin Rule, founder and CEO of Modria. “We give customer support teams and legal departments a turnkey solution to resolve customer issues to keep their costs down and turn complaints into opportunities. Our research shows a Fairness Engine can boost customer purchases by almost 20 percent.”

Modria’s Fairness Engine is based on decades of research in online conflict resolution. It combines deep knowledge of the legal processes involved with a scalable and reliable toolset in the cloud. Modria flags and diagnoses customer issues quickly and drives effective negotiation, mediation and arbitration before complaints can disrupt a business and bubble up in social media. Its underlying technology has been used to successfully settle more than 400 million customer issues and has now been completely rebuilt to be available for any enterprise or government agency with an online presence.

Rule literally wrote the book on online dispute resolution. He built one of the first such systems during his eight years as the first Director of Online Dispute Resolution for eBay and PayPal, solving 60 million cases a year. Rule started Modria to build the next generation Fairness Engine for the whole Internet. The creator of Online Dispute Resolution, Ethan Katsh, serves as the Chair of Modria's Board of Directors.

“Complaints and disputes are a fact of life in the networked economy, from online marketplaces to online banking. They happen hundreds of millions of times a year. What has been missing is a solution that solves these disputes. Modria’s Fairness Engine solves this problem with a transparent and human process,” said Rule. “It’s the first step toward a future in which companies and customers around the world settle their disputes amicably outside the overburdened court system.”

Modria’s platform can handle any caseload, big or small, anywhere and anytime. The Diagnosis module collects and organizes all the relevant information about the issue and suggests possible solutions. The Negotiation module distills points of contention and enables the parties to discuss the matter directly and on the record.

If the parties are unable to resolve the issue through negotiation, the Mediation module provides an impartial third party to help clarify issues and brainstorm options. If no mutual agreement can be reached, Modria’s Arbitration module lets the parties select a decision maker who examines the facts and renders a decision. Along the entire process, users can engage in transparent discussions and submit rich assets such as text files, PDFs and videos supporting their arguments.

Added Mitch Kapor, partner at Kapor Capital and one of the investors in Modria: “There must be an efficient and effective way to resolve disputes on the Internet, and in my opinion Modria is the leader in finding the best and most equitable approach. Their fairness engine has the potential to give every company online a transparent and human approach to resolve customer issues.”

About Modria:
Founded in 2011, Modria has assembled a team of legal experts and technologist to build the Fairness Engine for the Internet. It provides companies and agencies of any size with a scalable and transparent cloud-based platform to diagnose and resolve online disputes. Modria’s experts created the technology used by eBay and PayPal that has solved more than 400 million cases. The company is privately funded and based in San Jose, CA. Find more information at or on Facebook and Twitter @Modria.

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Andrea Heuer
Heuer Media
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