Mall
Improving the phygital customer journey in shopping malls
Turn your shopping mall into an engaging, intelligent phygital space. With VoiSmart's solutions you digitalize the visitor experience, improving the relationship with customers from entry through to their return.
Over 1200 customers have already trusted our solutions.
What a phygital customer journey means
Phygital is the union of physical and digital experience in the same place: the visitor moves through the real shopping mall while WiFi, interactive maps and chat accompany them from their smartphone. A phygital customer journey connects every stage of the visit, from entry to WiFi connection, from finding a shop to post-visit feedback, in a single measurable path.
The benefits for shopping mall managers
Offer a connected, personalized and measurable customer experience:
Digital advertising spaces for shops.
Contact with visitors from their very first connection.
Targeted campaigns based on real knowledge of users.
Orientation and guidance for visitors among shops.
User feedback at the end of the visit to improve satisfaction.
VoiSmart solutions for shopping centres
WiFi for shopping malls: connectivity, data and engagement
• Personalized login (WhatsApp, social, email).
• Integrated user CRM for GDPR-compliant data collection.
• Pre and post-login advertising spaces to promote shops, events or offers.
• Conversational marketing via WhatsApp to build loyalty and stay in touch.
• Post-visit customer satisfaction surveys, exclusive offers and promotions.
Indoor navigation to guide and promote within shopping malls
• Simple, mobile-friendly navigation via QR code.
• Guided routes to shops, services and restaurants.
• Shop promotion directly on the map.
• Integration with AI ChatBot for requests and assisted guidance.
• Analysis of route usage and points of interest.
AI chatbot: an always-on digital assistant, 24/7
• AI ChatBot available across multiple channels: WhatsApp, webchat, social.
• Provides information on hours, services, routes, where to eat and more.
• Sends promotions via chat.
• Integration with indoor navigation to provide directions on where to go.
Location analytics: real insight into shopping mall flows
• Analysis of routes, dwell time and flows.
• Reports on hot and cold zones to rethink layout and promotions.
• Support for strategic marketing and retail placement decisions.
What can you do with VoiSmart in your shopping mall?
Create targeted promotional campaigns.
Generate leads and build a solid customer base in your CRM.
Re-contact users and encourage return visits.
Offer an omnichannel, phygital customer experience.
Turn data into a growth tool and a strategic lever.
Improve the profitability of physical spaces.
Want to improve your shopping mall's customer experience?
VoiSmart’s solutions for shopping malls let you offer WiFi marketing, AI for customer assistance, indoor navigation and a powerful location analytics suite. Malls can thus monetize WiFi connectivity and improve the customer experience, optimizing their marketing and loyalty strategies. The solutions are scalable and designed to support the digitalization of shopping malls.
Frequently asked questions (FAQ) about the phygital customer journey
What does phygital mean?
Phygital refers to the integration between physical and digital experience: the customer lives the real space, the shopping mall, while digital tools such as WiFi, interactive maps and chat enrich the visit. The term comes from the union of physical and digital.
How is a phygital customer journey built in a shopping mall?
It starts from the first digital contact, the WiFi login, which opens a channel with the visitor. From there, the journey continues with indoor navigation to find your way among shops, the chatbot for requests and, after the visit, surveys and WhatsApp promotions that encourage a return.
How can a shopping mall monetize WiFi?
By selling digital advertising spaces pre and post login to shops and to brands present in the mall, and by using the data collected, in compliance with GDPR, for targeted campaigns that increase visits and purchases. Connectivity thus becomes a revenue lever as well as a service.
What are location analytics used for in a shopping mall?
To understand how visitors really move: routes, dwell time, hot and cold zones. This data guides decisions on layout, shop placement and promotions, turning physical flows into measurable information.