How Pomelo runs omnichannel customer service on KLINK

TL;DR. Pomelo, the Bangkok fashion brand launched in 2013, moved its customer service from Freshdesk, FreshChat and FreshCaller to KLINK in 2026. App chat, web chat, LINE, Messenger, email and phone now run in one inbox, with the Kai AI Agent replying first on chat and messaging. In the first two months, the slowest business-hours cases went from more than nine hours to resolve to about an hour and a half.

Pomelo built its name on making fashion feel effortless. Shoppers browse new arrivals every week in the app, try them on at a store of their choice for free with Tap.Try.Buy., and pay only for what they keep. A brand that promises that much convenience has to deliver it in support too. When a shopper asks about an order or an exchange, the answer has to come as quickly as the dress did.

At a glance

• Company: Pomelo, fashion retail, launched in 2013
• Headquarters: Bangkok, Thailand
• Model: app and web first, with stores and try-on locations
• Moved from: Freshdesk, FreshChat and FreshCaller
• Channels on KLINK: in-app chat, web chat, LINE, Messenger, WhatsApp, email, phone
• KLINK products: klink.cloud omnichannel inbox, KLINK chat for web and app, voice with IVR, Kai AI Agent

A digital-first fashion brand

Pomelo describes itself as Southeast Asia's leading fashion destination. It has run on technology from the start. Its co-founder, David Jou, has called it "a technology company that makes fashion". By 2019, its mobile app accounted for 85% of transactions, and Pomelo had raised a USD 52 million Series C from investors including Thailand's Central Group.

Its signature service shows how it thinks. Tap.Try.Buy. lets a shopper order on the app, try on at a Pomelo store, and pay only for what she loves. In Pomelo's own words, it is a service that "puts you, the customer first". Customer service is part of that promise, not an afterthought.

Why did Pomelo switch from Freshdesk to KLINK?

Pomelo's team was clear about what it needed next:

• One platform instead of three. Tickets, chat and calls sat in separate Freshworks products. Pomelo wanted them in one place.
• Every channel in the same inbox, with room to add marketplace chat later.
• Agent tracking it could keep. Pomelo used Freshdesk to record every customer interaction and measure each agent's productivity, and needed the same view from day one.
• A switch that fit the calendar. The Freshdesk contract had a fixed end date, so every channel had to be live on KLINK before then.

KLINK compares the two platforms side by side on its Freshdesk alternative page.

How did Pomelo migrate from Freshdesk?

The move happened in two phases. The first covered everything a shopper touches: in-app chat, website chat, LINE, Messenger, WhatsApp and the support mailbox. On cutover day, each channel was disconnected from the old stack and reconnected to KLINK, so no message went unanswered. Old history stayed in the old system, which took the riskiest step out of the move.

The second phase added the phone line in October. Pomelo kept its Bangkok number and brought it onto KLINK over its own carrier, with a Thai and English menu. Calls now sit in the same inbox as every chat and email.

How does Pomelo use Kai to automate customer support?

Pomelo runs Kai, the KLINK AI Agent, on its app and web chat, LINE and Messenger. Kai sends the first reply as soon as a shopper writes in. When a conversation needs a person, Kai passes it to Pomelo's support queue with the full history attached, so the shopper never has to repeat herself.

What changed after the move?

• Messaging is the front door. Outside email, nearly half of all conversations arrive on LINE, and LINE and KLINK chat together carry more than eight in ten.
• The hardest cases close sooner. During business hours, the slowest 10% of cases took more than nine hours to resolve in the first weeks after cutover. By September and October, they were closing in about an hour and a half.

Why it matters

Service that matches the brand. A shopper who messages on LINE and calls the next day has one history with Pomelo, not two tickets in two tools.

A switch without a gap. Pomelo moved its channels first, on a fixed date, and changed platforms without a day of missed messages.

Room to automate. With every channel in one inbox, Kai can take the first reply everywhere a shopper writes, and the team can focus on the conversations that need a person.

FAQ

What did Pomelo use before KLINK?

Freshdesk for tickets, FreshChat for messaging and FreshCaller for calls. It now runs all three on KLINK.

How do you migrate from Freshdesk to KLINK without downtime?

Pick a cutover day before the old contract ends. On that day, disconnect each channel from Freshdesk, reconnect it to KLINK, and leave old history in the old system. Pomelo moved its customer channels first and added its phone line afterwards.

Does Pomelo use AI for customer support?

Yes. Pomelo uses Kai, the KLINK AI Agent, to reply first on its app and web chat, LINE and Messenger. Conversations that need a person go to its support team with the full history attached.

Does KLINK support LINE and Thai phone numbers?

Yes. KLINK connects LINE Official Accounts and can run an existing Thai number over the customer's own carrier, with a Thai and English IVR.

If you sell across apps, chat and stores

Retail customer service breaks down when every channel has its own tool. KLINK brings them into one inbox for retail and ecommerce teams across Southeast Asia, with Kai ready to take the first reply. Book a demo and we will map your channels and your cutover date.

About KLINK. KLINK is a communication platform provider (CCaaS, UCaaS, CPaaS) headquartered in Singapore and operating across Southeast Asia. Its suite spans klink.cloud, the omnichannel customer experience platform for contact center teams, and Kai, the customer service AI agent for chat, messaging, email and voice.