3 minute read
Sunway Malls Introduces Malaysia‘s First Mall Virtual Concierge, Providing A Seamless Shopping Experience
Market Info
Aimed at delivering seamless shopping experience to its customers, Sunway Malls has upped its ante with this latest innovation.
s technology penetrates A every aspect of life, work and leisure, Sunway Malls continues to trailblaze in the leisure and commercial segment with its digitalisation e orts. Committed to o ering the best retail experience to customers, Sunway Malls has introduced various digitalised facilities and features. These include a mobile app for real-time indoor navigation using Google Maps’ indoor technology and WiFi signals, Smart Parking, Smart Toilets and its Customer Engagement Hub (CEH) with omnichannel strategy.
In October 2022, Sunway Malls has achieved yet another major milestone by introducing its Virtual Concierge, the rst Malaysian mall to o er such a service. The Virtual Concierge is aimed at delivering a new seamless experience to all shoppers.
With the recent economic recovery e orts by the government and the removal of movement restrictions, Sunway Malls has witnessed an increase in footfall, as locals and international shoppers begin to resume normal shopping and leisure activities.
HC Chan, Chief Executive O cer of Sunway Malls & Theme Parks says, “As the business landscape continues to evolve with cost pressures escalating, the adoption of technology will enable better productivity, e ciency and consistency even with the same amount of resources. The deployment of the Virtual Concierge is a good example.”
VIRTUAL CONCIERGE
Driven by its strong commitment towards championing customer service excellence, Sunway Malls’ Virtual Conciege o ers an all-in-one interactive self-service kiosk allowing shoppers to seek personalised service on-demand. With this service, shoppers can easily and e ciently seek assistance with its user-friendly interface acting as extra touchpoints placed strategically throughout high tra c areas of the mall. This bridges the gap in customer service, thus creating an ecosystem comprising existing physical concierges o ering hybrid engagement and the digital version, thus serving both “overthe-counter” shoppers and digital interactions simultaneously.
With this digital Virtual Concierge, Sunway Malls Customer Care team is able to serve more enquiries quicker than ever before, by ltering routine questions to be answered by its extensive database. This allows the team to e ciently serve more shoppers and attend to a more diverse variety of enquiries.
The Virtual Concierge service is in line with Sunway Malls unwavering vision of ‘Creating Experiences That Enrich Lives’, providing shoppers the best customer experience in both in-mall interactions and digital enquiries.
BENEFITS OF VIRTUAL CONCIERGE
With digitalisation, shoppers now expect contactless services at various points. The Virtual Concierge connects shoppers with Customer Care personnel without having to visit a physical counter.
With the “Chat with us” function, shoppers can now have the option to use the self-service option or start a video chat with Sunway Malls’ Customer Care team using their own
mobile devices. In addition to that, this easy-to-use Virtual Concierge o ers additional touchpoints throughout the malls, providing shoppers convenience and a more improved and seamless shopping experience. Shoppers can even get instant answers to questions they have about Sunway Malls through the built-in rule-based chatbot. Shoppers can also choose to speak to Customer Care personnel via a realtime voice and video call by simply scanning the QR code to connect their mobile devices.
Other innovative functions o ered by the Virtual Concierge include membership privileges, whereby shoppers can choose to sign-up as a Sunway Malls member directly through the “Be A Member” function, and enjoy various perks and deals.
During festive periods, the “Get Rewarded” function o ers shoppers the opportunity to redeem gi s easily and skip long queues by keying in transaction details into the Virtual Concierge.
With “Rate the Services” function, shoppers are empowered to provide feedback on their experiences with Sunway Malls. This helps the mall management to understand better customers’ demand, expectations and issues, so that they can address these areas.
Leveraging on the data and insights derived from the Virtual Concierge, Sunway Malls can continuously improve and deliver excellence to their shoppers.
The “Events and Happenings” tab on the Virtual Concierge provided the latest information on exciting events and happenings at Sunway Malls. All shoppers have to do is to scan the event QR code and read the information through their mobile devices while on-the-go.
The Virtual Concierge by Sunway Malls is a revolutionary innovation that changes the way the malls deliver superior shopping experiences to customers.
