Kapas Living: A Small Team, Running Like a Big One
Handling Thousands of Conversations with 3 Admins
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.
A 3-person CX team handling thousands of conversations a month across 15 channels and two countries, with no coverage outside business hours.
Zaapi unified every channel into one inbox and deployed a 24/7 AI Agent trained on Kapas Living's brand and products.
4,863 conversations handled in 30 days, including 724 fully resolved by AI, saving 80.2% compared to hiring another agent.
As a small team, Kapas Living needed AI support that was easy to set up, easy to manage, and capable of delivering high-quality customer service.
Zaapi's no-code AI Agent was trained using existing product information and brand guidelines, allowing teams to get started quickly.
AI Agent maintained a 100% 12-hour response rate while providing consistent service quality with minimal setup and maintenance.
The team lacked a clear view of where customer demand was coming from and which channels were performing best.
Analytics dashboard tracking conversations, customer enquiries, and performance across every channel in one place.
Clear visibility into top-performing channels and customer trends, helping the team make better decisions across marketing, product, and customer experience.
The Result
Zaapi helped Kapas Living transform a 3-person support team into a scalable operation across two countries. With 15 channels unified in one inbox and a no-code AI Agent handling hundreds of conversations each month, the team can support more customers, work more efficiently, and make better decisions using real-time customer insights.
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.”
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