Sunway Malls launched an all-new, dynamic Customer Engagement Hub alongside a brand new look!
These reinvigorated efforts aim to boost customer service productivity and to better adapt to the era of COVID-19.
The launch was in light of ‘Customer Service Week,’ and most definitely serves as a refreshing greeting to visiting customers.
Sunway Malls Launch Digital Services
Sunway Malls are turning to the best of digital technology today to serve customers all the better.
A renewed Omnichannel strategy utilises popular online platforms to full efficiency. This includes Instagram, Twitter, Facebook, TikTok, e-mails, and many others streamlined along with internal engagement processes.
With the launch of the Customer Engagement Hub, the Customer Care team can now serve customers via digital contactless services and self-service channels. An effort that very much caters to the safety and well-being of the customers.
Needless to say, here is a team well trained with digital skills-ready mindsets! The team will apply a top-notch customer-first approach in proprietary technology mall-wide.
Moreover, interaction with customers extends to all points of contact within each mall. They will also integrate the use of a friendly ChatBot for customers to engage with the mall via their website. Applications for advanced sentiment analysis are also adopted to identify customer trends.
Online traffic started to increase since the very onset of the pandemic. The Customer Care team has been committed to responding to queries via the Chatbot in a much shorter turnaround. They are more efficient than ever as they operate with full flexibility from working from home (WFH)!
Caring for the customer
Sunway Malls’ Customer Care teams embody the warm, courageous, and friendly spirit of the lion. Equipped with full dedication to lend a hand in every circumstance, every mall visitor will receive a personalised, end-to-end service.
The aim is to manifest an experience beyond just shopping, enriching the lives of those who visit. With every member of the Care Team trained with outstanding skills, customers will receive only the highest quality services.
These skills range from crisis management, first aid, and now, digital customer care. They essentially comprise those of various hospitality and customer-facing backgrounds such as former flight attendants with over 20 years of experience.
The mall-wide Customer Engagement Hub has commenced operations in Sunway Pyramid. The remaining Sunway Malls will follow in stages throughout the year with maximum effort.
Stepping up in service and style
Earlier this year, every Customer Care staff in Sunway Malls began donning beautiful co-created Khoon Hooi-designed uniforms.
The collaboration between the Sunway Malls team, the international fashion designer, and the Malaysian fashion industry veteran took several months to complete. The group only displayed the utmost care to ensure a highly functional, professional end result for a gorgeous representation of the Sunway Malls brand.
The uniforms feature the bright red hue synonymous with Sunway Malls. The designs, set to exude style and comfort for the wearer.
The two-piece uniforms consist of a bright red top and a choice of two skirt lengths, complete with a matching hijab for the muslimahs. Additionally, the men will don a smart shirt, paired with a blazer, and pant-suits.
Airy and comfortable, the uniforms have only the staff’s convenience in mind. This is so they can be presentable to the shoppers with ease of movement in any situation. The look couples with a face badge pinned on their tops, considering all staffs currently wear face masks as mandated by the government.
Providing the best lifestyle experience for everyone
Sunway Pyramid also recently launched a Personal Shopper Service.
All the easier to help shoppers with their needs before they even step into the mall!
Customers simply need to visit the mall’s website to chat with their dedicated team via ChatBot, or through the mall’s FB Messenger. They need only to share the items required, to be sourced from the mall. Once located, the team will update the shoppers and they can then head over to make their purchase.
Available from 11 A.M. to 9 P.M. daily, shoppers must contact the team at least 1 day prior to their visit.
This ensures the team ample time for the items’ retrieval. Ultimately, this also helps save the shopper’s time and effort, making for a more efficient and convenient trip.
Don’t miss out on the best parts of the all-new Sunway Malls launch!
For more services, facilities and information, check out Sunway Pyramid’s website, app, Facebook, Instagram pages. Or, you can always go chat with them!
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