Case Study: Kapas Living scales customer support with Zaapi

Kapas Living handles 4,863 conversations in 30 days with Zaapi

Kapas Living, a Malaysian bedding brand, faced the challenge of supporting customers across 15 sales channels in Malaysia and Singapore with a small, three-person team. Their main problems were managing thousands of monthly conversations, providing service outside business hours, and lacking visibility into channel performance. To address this, they turned to the vendor Zaapi.

Zaapi implemented its no-code AI Agent and a unified inbox, consolidating all customer conversations into one platform. This solution enabled the AI to handle queries 24/7, trained on the brand's specific product information. The results were significant: in 30 days, Zaapi handled 4,863 conversations, with its AI fully resolving 724 of them while maintaining a 100% 12-hour response rate. This saved the company 80.2% compared to hiring an additional agent and provided clear analytics for better decision-making.

Kapas Living