One-of-a-Kind Tech Center Opens at Mall of America

Mall of America® Announces One-of-a-kind Guest Services Offering, Enhanced Service Portal (ESP) will connect guests and retailers with Mall of America like never before. 

MINNEAPOLIS (November 4, 2013) – Today Mall of America® announced the launch of an unprecedented customer service offering exclusively available at Mall of America, known as Enhanced Service Portal (ESP). ESP will improve both the digital and physical shopping experiences of guests by integrating into a unified service all the communication channels through which guests contact Mall of America. As a result, Mall staff will be 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 will be 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 will foster quick and easy communication between ESP team members, ensuring the best and fastest possible responses for guests. The unified team staffing ESP will actively listen to guests and retailers, and promptly respond.

“The Enhanced Service Portal will strengthen 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 will 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 will, in time, 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.

Retailers will benefit from this individualized approach to guest services. Not only will ESP make it easier for guests to find retailers, but it also will help drive traffic to retailers by suggesting those that are relevant to the guest’s interests in cases where guests would like specific recommendations.

ESP was piloted in September and October before its full launch today, in time for the holiday shopping season.

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.