Embrace the Future: Drive Your Shopping Centre Success with Digital Customer Service Strategy

Corry van den Brink
Founder & CEO

The article emphasizes the need for Shopping Centre Digital Customer Service Strategy in today's digital retail landscape. It discusses the impact of digital transformation, offers an overview of such a strategy, highlights its components like an omnichannel approach and data personalization, and provides a step-by-step guide for implementation. Embracing digital customer service is crucial for enhancing customer experiences and meeting evolving expectations.


Hello, fellow shopping centre professionals! Remember when customer service meant a friendly smile, a helpful suggestion, and a selection of scratch tickets? Times have certainly changed. In our ever-evolving digital landscape, traditional customer service isn't enough. To truly engage customers, shopping centres need to embrace the digital wave and adopt a robust Shopping Centre Digital Customer Service Strategy.

The Digital Transformation and Its Impact on Retail

Embracing the Digital Wave in Shopping Centres

I still recall a time when shopping centres were the 'go-to' place for shopping, entertainment, and socializing. But with online shopping becoming the norm, we had to rethink our strategy, we had to consider Shopping Centre Digital Customer Service Strategy.

In recent years, the retail industry has seen a significant shift toward digitalization. This digital transformation isn't just about online shopping; it's also about how we interact with customers in our shopping centres. The rise of smartphones, social media, and artificial intelligence has changed how customers expect to interact with businesses, including shopping centres.

Understanding Shopping Centre Digital Customer Service

So, What is a Shopping Centre Digital Customer Service Strategy?

Shopping Centre Digital Customer Service Strategy goes beyond replying to emails and messages. It's about meeting your customers where they are — online. It's about providing real-time support, addressing their concerns, and offering solutions before they even ask.

At Arii, we are helping shopping centers transition from having a few staff members handling customer queries to setting up a centralized service that supports multiple digital channels. I know it sounds daunting initially, but seeing the benefits — enhanced customer satisfaction, decreased overhead costs, and improved loyalty — I’m sure we can agree it’s a more than worthwhile endeavour.

Importance of a Shopping Centre Digital Customer Service Strategy

Why a Shopping Centre Digital Customer Service Strategy Matters

Customers today value instant and seamless experiences. They appreciate it when their complaints are resolved quickly, or when they receive personalized recommendations. A well-implemented Shopping Centre Digital Customer Service Strategy can do this and more.

For instance, some shopping centres have introduced an AI-powered chatbot that provides immediate responses to common customer queries like hours of operation. As a result, they report witnessing a significant reduction in complaint resolution time, contributing to increased customer satisfaction. It’s not hard to understand why.

The Key Components of an Effective Shopping Centre Digital Customer Service Strategy

Building Your Shopping Centre Digital Customer Service Strategy

Here's a peek into Arii’s digital customer service platform and some components that make it successful.

Omnichannel Approach

We integrated all digital touchpoints, including phone, SMS, email, social media, live chat, live audio, and live video, which are accessible via website, social media profiles, self-serve kiosks and mobile phones. This means customers can interact with you through their preferred channel, creating a seamless customer experience.

Self-serve as a Popular Channel of communication

Arii’s Dynamic Digital Archive acts as a customizable self-serve knowledge hub and is available to shopping center customers 24/7.

Personalization through Data

With the help of data analytics, we were able to help you understand your customers better and provide personalized services. For example, analyzing customer interaction data can ensure that appropriate services and resources are available within your dynamic digital archive.

Social Media

Social media platforms serve as invaluable tools for interacting with your customers. From addressing complaints to announcing sales and events, our consolidated social media messaging integrations help you build stronger customer relationships.

Implementing a Shopping Centre Digital Customer Service Strategy: A Step-By-Step Guide

Your Digital Transformation Journey

Embarking on a digital transformation journey is challenging, but the rewards are well worth it. Here's a simplified guide to help you get started implementing a Shopping Centre Digital Customer Service Strategy:

1. Assess your current state: Understand where you stand in terms of digital customer service.

2. Set clear goals: What do you hope to achieve with your digital customer service strategy? Improved customer satisfaction? Increased foot traffic?

3. Choose the right tools: From Arii’s Digital Customer Service Platform, to CRM software, to chatbots, pick the tools that align with your goals and customer expectations.

4. Integrate the strategy: Your digital customer service strategy should align with your overall shopping centre strategy.

5. Measure success and iterate: Regularly assess your digital customer service strategy's effectiveness and adjust as needed.


There you have it — a primer on why and how to implement a Shopping Centre Digital Customer Service Strategy in your shopping centre. The future of customer service is digital, and the sooner we adapt, the better equipped we'll be to meet our customers' evolving expectations. It's time to reimagine customer service, and the digital transformation journey awaits us. Let's embrace it together! Visit www.HELLOARII.com to learn more about how you can become your guests' shopping centre of choice.

May 1, 2024