Plum Goodness Elevates Customer Experience and Unifies Support with Kapture CX

Situation Overview:

Plum’s dedication to clean, ethical beauty resonated with millions of customers but with that success came an overwhelming surge in support queries across platforms: email, phone, website, and social media. Customer service agents often operated in silos, unable to access or track queries raised on other channels. The lack of a centralized system led to slower response times, inconsistent customer experiences, and missed opportunities to build deeper customer relationships. To solve this, Plum turned to Kapture CX to streamline their service operations, unify their support channels, and continue delivering kindness not just through their products but through every customer interaction.

Challenges

• Fragmented Customer Queries Across Channels – Agents managing phone calls couldn’t see email interactions, while social media queries went untracked leading to disconnected conversations and inconsistent service.
• Manual Response Efforts Slowed Down Service – Without access to quick response templates or an integrated system, agents spent valuable time manually drafting replies, resulting in delays and inefficiencies.
• Rise in Social Media Customer Engagement – With the lockdown accelerating digital engagement, Plum saw a sharp rise in social media queries, especially through Instagram Direct Messages, which weren’t fully integrated into the existing system.

Solution

• Omnichannel Customer Service Platform – Kapture CX provided a unified dashboard where all customer interactions across phone, email, chat, and social media were consolidated, giving every agent full visibility into each customer’s history and context.
• Quick Response Templates for Faster Resolutions – With pre-built templates, agents could now respond to common queries instantly, dramatically reducing response times while ensuring brand consistency.
• Integrated Social Media Engagement – Kapture’s Instagram DM integration allowed Plum to manage social queries seamlessly within the same platform, ensuring that no customer was left unheard, regardless of the channel.

Impact

• Streamlined Customer Support Across Channels – Every agent now works from a single source of truth, making it easy to track, manage, and resolve customer tickets no matter where they originate.
• Reduced Response Time with Pre-Built Templates – With Kapture’s quick reply templates, agents deliver faster, more accurate responses, improving both customer satisfaction and operational efficiency.
• Enhanced Social Media Engagement – Plum now responds to social media queries in real-time, meeting the growing expectations of digital-first consumers especially during peak online activity.

Plum’s partnership with Kapture CX reflects the brand’s commitment to being kind not only to the planet but also to every customer. With faster, smarter, and more connected support, Plum is able to deliver beauty inside, out, and across every touchpoint.

Elevate your customer experience with Kapture CX. Book a personalized demo and discover how modern customer service automation can transform your business.