Celebrating our partnership with Tommee Tippee

Empowering parents through emotionally intelligent CX

At Ventrica, we know that consumer experience is more than just service - it’s about connection, understanding, and trust. That’s why we’re incredibly proud to celebrate one year of partnership with Tommee Tippee (Mayborn Group), a brand dedicated to making life easier for parents and carers around the world.

Becoming a parent is an extraordinary journey, filled with joy, uncertainty, and endless questions. When a parent reaches out to Tommee Tippee’s Parent-care support team—whether through voice, email, chat, or Social- they deserve more than just an answer. They need reassurance, guidance, and a moment of calm in their busy lives.

That’s where Tommee Tippee’s Parent-care Specialists come in. Product experts equipped with leading digital tools like Zendesk, Twilio, and Unbabel, they ensure every conversation leaves parents feeling heard, supported, and empowered.

The challenge: Supporting parents in a fast-paced world

Tommee Tippee needed a customer experience partner who could:

• Deliver emotionally intelligent service that reflects their brand ethos and gets parent’s ‘back to baby’.
• Introduce digital-first solutions to make support seamless.
• Expand multilingual capabilities to serve a growing global audience.
• Enhance brand reputation by boosting NPS, CSAT and Trustpilot scores.

At the heart of it all was a simple yet powerful mission:

“You’ve got this, we’ve got you”

Our solution: A CX model based upon people, process and technology

In just three months, we transitioned the service and built a CX operation designed around parents’ needs:

• People: We recruited parent-care specialists who understand and appreciate the realities of parenthood - ensuring every interaction is filled with genuine warmth and empathy.
• Processes: We worked together mapping a new consumer journey, removing friction and empowering our team to resolve enquiries instantly.
• Technology: We integrated technology into Zendesk’s case management system to provide specialists with a single view of the consumer, delivering more timely and personal resolutions at every touch point.Results that truly matter.

Our partnership has made a real difference to parents and their experience with Tommee Tippee:

• Call answer rates jumped from 67% to 95% - ensuring parents get help when they need it most.
• UK brand Trustpilot rating increased from 4.0 to 4.3 - reflecting stronger customer trust.
• UK service Trustpilot score soared from 3.9 to 4.6 - a testament to improved CX.

A 20% efficiency gain, optimising operations through effective ticket management and process improvement.

And here’s what Emma Alcock, Global Head of Consumer Services Strategy had to say:

“Empathy is fundamental to our brand proposition and this cuts across all the cultures we serve. That ability to understand what a parent is going through, the demands, the anxieties, the sleepless nights and also the joy is what sets us apart from other brands. Being able to express that consistently through an emotive consumer experience is a core part of delivering on our brand promise and our partnership with Ventrica is effectively bringing this to life in measurable ways.”

Here’s to another year of CX excellence, innovation, and human connection!