Tommee Tippee and Ventrica - the epitome of Emotive CX
For Tommee Tippee, Ventrica delivers empathetic, multilingual CX - empowering parents through human connection, rapid resolution and innovative digital self-service.
- Case studies
Tommee Tippee is on a mission to build a new community for parents. A place where mums, dads and carers can feel reassured without feeling judged. With the right tools, support, and impartial guidance however and whenever they need it.
Tommee Tippee engages with parents and carers at every stage of a baby’s journey. It’s crucial that their CX partner can listen and support customers, often through emotionally challenging moments, without introducing friction or stress.
From a consumer services perspective they are developing a brand that talks to consumers as people (not just parents), that prioritises parents through being proudly practical, showing radical empathy and being intuitively innovative, and releases parents from pressure.
To fulfil and amplify this Tommee Tippee need a service that provides a rapid response to queries or issues, which delivers a frictionless experience across all channels and a complete resolution of the problem, all the while maintaining a meaningful human connection.
The customer service operation had been outsourced for several years, but Tommee Tippee felt their previous supplier wasn’t providing the guidance and innovation demanded by today’s parents. They sought a true partner that would:
- Transform the customer experience to bring their new brand proposition to life
- Harness digital opportunities to deliver more value by introducing innovative technologies and channels that enable self-service and reduce contact volumes
- Offer flexible and cost-effective multilingual solutions to support their expansion into new territories
- Boost Trustpilot ratings and NPS scores
Ultimately, Tommee Tippee wanted a partner that could embody their promise to parents: “you’ve got this, we’ve got you, let’s get you back to baby”.
Working within a three-month transition period, we focused on three core elements of service delivery:
- People: Following a TUPE process, we recruited Parent Care Specialists who understood the challenges and joy of parenthood, and who could maintain authentic, emotive connections with parents and carers. We established a 100% office-based team to foster teamwork and knowledge sharing
- Process: We developed a comprehensive roadmap for operational and technical transformation aimed at eliminating friction from the customer journey and ensuring the service met evolving customer expectations. Combined with new technology, we empowered our Specialists with the access and authority to resolve enquiries without unnecessary escalation
- Technology: We designed and implemented a new case management system in Zendesk and expanded customer choice by deploying new contact channels and self-serve digital solutions. We also introduced digital translation services, enabling English-speaking Specialists to conduct real-time conversations with French, German and Italian customers
Our vision at Tommee Tippee is to be the No.1 destination for newborn parents, with a commitment to support parents on their individual journeys with empathy, expertise and speed. We were instantly impressed not only with the enhanced service Ventrica will offer the mums and dads we are supporting, but also by the advanced digital solutions we can now utilise to enable better self-service and instant support
Anna Howes, Global Marketing Director, Tommee Tippee