MINNEAPOLIS – Mall of America® recently launched an unprecedented customer service offering exclusively available at Mall of America, known as Enhanced Service Portal (ESP). ESP improves both the digital and physical shopping experiences of guests by integrating all the communication channels through which guests contact Mall of America into a unified service. As a result, Mall staff are able to more quickly and effectively answer questions, provide information and proactively identify guest service opportunities.

All requests and questions received through primary communication channels available to Mall of America guests are routed through ESP. The team staffing ESP brings together the Mall of America website; social media channels; telephone, text and dispatch teams; guest services and security into a newly designed space that fosters quick and easy communication between ESP team members, ensuring the best and fastest possible responses for guests. The unified team staffing ESP actively listen to guests and retailers, and promptly respond.

“The Enhanced Service Portal strengthens the connection between guests, retailers and Mall of America by making shopping experiences easier than ever before,” said Maureen Bausch, Mall of America executive vice president of business development. “Our priority is to provide superior guest service to everyone who visits Mall of America, and our new Enhanced Service Portal exemplifies this effort in a way that no other mall in the country can match.”

Guests can begin interacting with the ESP team before arriving at Mall of America by reaching out to ask about driving directions, parking or events. Once on-site, ESP can help guests with any number of needs, from basic requests like bag checks and information about specific retailers, to more personalized needs, like dining and shopping recommendations. Guests most frequently connect with Mall of America via social media, phone and texting.

The full suite of ESP services include concierges who will, as needed, meet with guests in-person. During these face-to-face interactions, this concierge will not only address the stated needs of the guest but also may inquire into plans the guest has for the rest of the day and offer relevant recommendations and services. A “surprise and delight” campaign was initiated during the 2013 holiday season. ESP representatives would identify on-site guests and ask to meet them in person. A concierge would then surprise the guest with holiday chocolates or a Mall of America gift card. The concierge initiative continues to develop with emerging technologies.

About Mall of America®
Mall of America is the nation's largest retail and entertainment complex. At 4.2 million square feet, MOA is home to more than 520 world-class shops; Nickelodeon Universe®, the nation's largest indoor family amusement park; SEA LIFE Minnesota Aquarium, a 1.2 million gallon walk- through aquarium; Moose Mountain Adventure Golf; Theatres at Mall of America® - a 14-screen movie theater with VIP theatre and more. The Mall opened in August of 1992 and is located in Bloomington, Minn., just minutes from downtown Minneapolis and St. Paul. Follow Mall of America on Facebook and Twitter or visit our blog.

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