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
VoiSmart’s solutions for shopping malls are designed to work together along the entire phygital customer journey: inPiazza guest WiFi opens contact with visitors from their very first login, 2Guide indoor navigation guides them among shops, services and restaurants, the AI ChatBot answers their requests on WhatsApp and webchat, and location analytics gives mall management real data on flows, dwell times and the busiest areas. Each solution can also be activated on its own, on the existing WiFi infrastructure and with no app to download, and integrated with the others later. The result is a single measurable journey, from entry to return visit, in full compliance with GDPR.
Every day, a shopping mall receives the same phone calls: opening hours, shops, parking, events, lost property. The OmniCloudCX AI Voicebot answers them autonomously, even outside opening hours, and leaves the info point only the requests that need a person. Together with guest WiFi, indoor navigation and the omnichannel platform, it completes the visitor’s journey from the phone to the screen to the shelf.
Un centro commerciale riceve ogni giorno le stesse telefonate: orari, negozi, parcheggi, eventi, oggetti smarriti. Il Voicebot AI OmniCloudCX risponde in autonomia anche fuori orario e lascia all’infopoint solo le richieste che richiedono una persona. Insieme al WiFi guest, alla navigazione indoor e alla piattaforma omnicanale, completa il percorso del visitatore dal telefono allo schermo fino allo scaffale.
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.
AI Voicebot for the info point
• Automatic 24/7 answers on opening hours, shops, parking and events.
• Fewer repetitive calls to the info point, more time for visitors in the mall.
• Connects to the phone system already in place.
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.
How does wayfinding work in a shopping centre?
With 2Guide, visitors scan a QR code at the entrance, in the car parks or in passageways, select the shop, restaurant or service they are looking for, and are guided step by step via their smartphone’s browser, even across multiple floors. There’s no need to download any apps or install any beacons. Discover 2Guide, the VoiSmart indoor navigation solution.
Can shops in the shopping centre promote themselves on the map?
Yes. Each point of interest has a listing featuring a logo, description, opening hours, contact details and promotions, and the maps can display contextual promotions along the route. For the shopping centre management, this provides an additional advertising space to offer tenants, alongside the Wi-Fi captive portal.
How much work is involved in installing and updating indoor navigation in a shopping centre?
Installation involves uploading floor plans and placing QR codes at key locations. Opening hours, promotions and shop profiles are updated in real time via the back-office dashboard; when the centre’s layout changes, the new floor plan is uploaded. There are no devices to power or replace.
Can the chatbot help visitors find a shop?
Yes. The AI chatbot, available on WhatsApp and via webchat, answers questions about opening hours, services and shops, and integrates with the indoor navigation system: after scanning a QR code, visitors can open a chat and receive directions, information or promotions related to their location.