Kapas Living: A Small Team, Running Like a Big One
Handle 14 Channels in One Inbox
Kapas Living
Kapas Living is a Malaysian direct-to-consumer bedding brand focused on making some of the best bedsheets in Malaysia & Singapore for warm, humid nights. Built on a simple idea of honest products without gimmicks, the brand is known for premium materials like 100% Extra-Long Staple Cotton and TENCEL™, along with clear, transparent product information.
With a 95% five-star review rate, Kapas Living has built a loyal following across Malaysia and Singapore for its cooling bedsheets, duvet covers, pillowcases, and other thoughtfully made bedding, sold through its website as well as Shopee MY, Shopee SG, Lazada, TikTok Shop, and social channels.
14 separate channel inboxes, Shopee, Lazada, TikTok Shop, WhatsApp, Instagram, Facebook, Gmail and more — with no unified view.
All 14 channels connected into a single Zaapi inbox, with smart routing to the right team member.
One place for every customer conversation. Nothing missed, no tab-switching, no dropped messages.
A small 3-person team handling thousands of conversations a month, with no coverage outside business hours.
AI Agent trained on Kapas Living's products, policies, and brand tone, active 24/7 across all channels.
4,863 total conversations managed in 30 days, with 552 handled by AI, without adding headcount.
No visibility into who was responding to what, or how quickly, no accountability layer.
Agent performance dashboard tracking response rates, missed conversations, and speed per team member.
AI Agent holds a 99.5% 12-hr response rate across 552 conversations, matching the human team.
The Result
Zaapi helped Kapas Living eliminate tab-switching and gain total visibility by bringing 14 communication channels into one screen. Combining intelligent routing with real-time performance analytics and 24/7 AI automation, the brand now supports thousands of monthly buyers consistently, ensuring no enquiry is ever missed whilst keeping team efficiency at an all-time high.
Maya Tan, Head of Customer Experience
“As a small team, we genuinely care about every customer conversation. Zaapi means we’re never really closed, and we can finally see everything in one place - both in Malaysia and Singapore. It’s helped us support customers more consistently at Kapas Living.”
Try Zaapi free today
Automate your customer journey, increase your conversion rate, and grow your revenue without hiring more staff. No credit card required.
