In the vibrant world of designer toys and collectible art, POP MART has emerged as a true trailblazer. Founded in China, POP MART has quickly become a global sensation, captivating fans with its unique blend of art, creativity, and lifestyle products. The brand is best known for its blind box collectibles, miniature art toys that spark joy and curiosity with every unboxing.
One character, in particular, has taken the spotlight: Labubu. With its mischievous grin and whimsical design, Labubu has become the face of POP MART’s recent surge in popularity. Fans across Asia and beyond have been swept up in Labubu mania, often lining up for hours or scrambling online to secure the latest limited-edition release.
But POP MART’s success story isn’t just about cute characters and collectible toys. Behind the scenes, the brand has built a powerful online presence anchored by exceptional customer service. In a landscape where e-commerce can often feel cold or impersonal, POP MART has managed to create an engaging, reliable, and even delightful customer experience that keeps fans coming back for more.
In this article, we’ll dive into POP MART’s evolution, what makes its products so irresistible, and how its online customer service has played a pivotal role in sustaining its meteoric rise.
POP MART’s Rise to Popularity
From its humble beginnings, POP MART has charted an extraordinary course, transforming from a niche retailer into a global powerhouse in the art toy and collectibles market. Founded in 2010, the company tapped into a burgeoning demand for unique, artistic, and often limited-edition toys that blend contemporary art with consumer culture. This foresight allowed POP MART to rapidly grow alongside the booming interest in designer toys, which appeal to collectors, art enthusiasts, and casual fans alike.
Market Performance Highlights
- Soaring Revenue: In 2024, POP MART reported a record-breaking revenue of RMB 13.04 billion (approx. $1.78 billion USD), representing a 106.9% year-on-year increase from 2023. The company’s adjusted net profit also soared to RMB 3.4 billion, up 185.9% from the previous year.
- Overseas Sales Boom: Revenue from markets outside mainland China,including Hong Kong, Macao, and Taiwan,reached RMB 5.07 billion in 2024, a staggering 375.2% increase year-on-year. Overseas sales now account for nearly 40% of total revenue.
- IP Success: POP MART’s flagship character Labubu contributed RMB 3.04 billion in revenue in 2024, a 727% surge over the previous year, highlighting the power of its intellectual property strategy.
- Profitability: The company’s gross profit margin reached a record 66.8% in 2024, up from 61.3% in 2023, thanks to strong overseas performance and efficient cost management.
Collaborations and New IP Launches
POP MART’s global appeal is fueled by creative partnerships and fresh intellectual properties:
- International Artists: The brand collaborates with renowned creators from around the world, introducing new characters and limited-edition series that keep the catalog exciting and collectible.
- New IPs: 2024 saw the launch of several new lines, including the “OLLY SERIES” and “LAUNCHY SERIES”, as well as continued expansion of flagship characters like Labubu, MOLLY, DIMOO, and SKULLPANDA.
- Pop Culture Crossovers: Special releases and pop-up events,such as collaborations at the Louvre and Harrods,further cement POP MART’s status as a global trendsetter.
POP MART’s Online Presence and Sales Channels
Expanding the Digital Playground
POP MART has built a robust digital ecosystem that mirrors its playful, innovative spirit. The brand’s online presence is anchored by several key platforms:
- Official Website & Mobile App: POP MART’s official website and mobile app serve as the global hub for news, product launches, and direct-to-consumer sales. The app takes things further with a gamified, community-driven experience, offering blind box unboxings, loyalty rewards, collector forums, and early access to exclusive drops.
- Tmall Flagship Store: As one of the top-performing channels in China, POP MART’s Tmall store nearly doubled its revenue in 2024, reaching 630 million RMB, a 95% year-on-year increase.
- Livestream E-Commerce: The brand’s proprietary livestream studios drove 600 million RMB in revenue in 2024, up 112.2% from the previous year. Livestreams offer real-time product showcases, Q&As, and flash sales, making the shopping experience dynamic and interactive.
Seamless Integration: Physical Meets Digital
POP MART excels at blending its online and offline worlds for a unified shopping journey:
- Roboshops: Over 2,300 vending machines (“Roboshops”) are strategically placed in malls and transit hubs, letting fans buy blind boxes on the go and linking purchases to their digital accounts.
- Physical Stores: With more than 500 stores worldwide, POP MART’s brick-and-mortar locations offer in-person events, exclusive drops, and a tactile shopping experience that complements online engagement.
Purchases, loyalty points, and event participation are all synced across platforms, ensuring a smooth transition between app, website, Roboshop, and store.
Customer Service at POP MART: Focus on Online Service
Customer service is a cornerstone of POP MART’s global success, playing a vital role in sustaining its reputation and cultivating strong user loyalty. As the brand expands internationally, it has developed a comprehensive and accessible online customer support system designed to meet the diverse needs of its collectors worldwide.
Key Customer Service Channels
- Email Support: POP MART provides dedicated email support for general inquiries at na.support@popmart.com, along with specialized emails for business and wholesale inquiries, ensuring tailored assistance for different customer segments.
- Live Chat: Real-time support is available through live chat on both the official website and the mobile app, allowing customers to receive immediate help and quick resolutions.
- Payment Methods: To ensure a smooth shopping experience, POP MART accepts a wide range of payment options including Visa, Mastercard, Apple Pay, and Google Pay, accommodating varying regional preferences.
To facilitate smooth and convenient transactions, POP MART supports a wide range of payment methods online, including major credit cards such as Visa and Mastercard, as well as digital wallets like Apple Pay and Google Pay. This diversity in payment options reflects the brand’s commitment to providing a frictionless shopping experience across different regions and customer preferences.
Handling Customer Inquiries, Returns, and Complaints
- Timely and Personalized Responses: POP MART combines automated acknowledgments with personalized follow-ups by trained support agents to ensure customers receive quick and accurate answers.
- Transparent Return Policies: The company offers customer-friendly return options for defective or incorrect items, making the process simple and hassle-free.
- Improved Resolution Rates: Investments in customer satisfaction have led to obvious improvement in return and complaint resolution rates over the past two years.
- Focus on Customer Trust: Clear communication and fair policies help build confidence and loyalty among collectors worldwide.
Active Customer Engagement on Social Media Platforms
- Real-Time Interaction: POP MART actively responds to customer queries and feedback on Instagram and Facebook, enhancing the overall customer experience.
- Community Building: Through live unboxing events, Q&A sessions with designers, and fan contests, the brand fosters a strong sense of belonging among collectors.
- Growing Audience: With over 5 million Instagram followers as of mid-2025, POP MART maintains engagement rates above retail industry averages.
- Public Issue Resolution: Social media enables the brand to address concerns transparently, turning potential negatives into positive brand moments.
Multiple Support Channels Including Live Chat
- Live Chat for Real-Time Assistance: Available on POP MART’s website and mobile app, live chat offers instant customer support, cutting down wait times and helping resolve queries quickly, with an average first-response time under 2 minutes.
- Wide Range of Contact Options: In addition to live chat, customers can connect via email, social media messaging, and phone support (primarily for wholesale partners), empowering users to choose their preferred communication channel.
- Customer Convenience: Multiple accessible channels ensure efficient problem-solving and a more satisfying support experience.
- Social Media Engagement: The brand actively interacts with fans on platforms like Instagram and Facebook, using these channels not only for marketing but also for customer feedback, community building, and direct support.
User-Friendly Customer Service Interface
- Easy Issue Categorization: Customers select their issue type upfront, which helps route inquiries to the right team quickly.
- Streamlined Ticket Submission: Simplified forms reduce submission time and minimize confusion.
- Self-Service Features: FAQs and knowledge bases empower customers to find answers independently.
- Improved UX Metrics: After a 2024 redesign, ticket submission time dropped by 35%, correlating with higher satisfaction and fewer abandoned requests.
POP MART’s Future Outlook and Customer Service Enhancements
Looking ahead, POP MART is positioned for significant growth, with CEO Wang Ning projecting an ambitious over 50% sales growth in 2025, largely fueled by rapid expansion in overseas markets such as Southeast Asia and Europe. Source. This optimistic forecast reflects the company’s successful internationalization strategy and the growing global demand for its unique art toys and collectibles.
To support this accelerated growth, POP MART plans substantial investments in upgrading its digital infrastructure and customer service platforms. These improvements aim to address seamless and reliable experience for customers worldwide. Incorporating advanced technologies such as AI-driven customer support and enhanced anti-bot systems will help the brand efficiently manage increased traffic and maintain fast, personalized service.
Additionally, POP MART intends to expand its online customer engagement through livestreaming and interactive content, building on the tremendous success of its 2024 livestream sales surge. Source.By offering more immersive and real-time shopping experiences, the brand aims to deepen community interaction, attract new collectors, and boost sales globally.
Throughout this rapid expansion, POP MART recognizes the critical importance of maintaining high-quality customer service. Exceptional support is essential to sustaining brand loyalty and a positive reputation on the global stage. The company remains committed to providing responsive, transparent, and user-friendly service to ensure customers feel valued and supported wherever they are.
Introducing Sobot: Revolutionizing Customer Service with AI and Omnichannel Solutions
Sobot is a global SaaS company headquartered in Singapore that specializes in providing comprehensive AI-driven contact center solutions. Designed to enhance customer engagement and streamline communication, Sobot offers a versatile platform that integrates AI chatbots, live chat, voice support, ticketing systems, and the WhatsApp Business API.
Key Features of Sobot’s Platform
Sobot’s comprehensive platform includes a variety of tools designed to optimize customer service:
- AI Chatbots: Powered by conversational AI, these chatbots handle up to 70% of inquiries automatically, providing instant responses and freeing human agents to focus on complex issues.
- Live Chat: Enables real-time communication between customers and support agents, ensuring quick resolution of queries.
- Voice Support: AI-driven voicebots assist with customer calls, automating routine interactions and improving efficiency.
- Ticketing System: Organizes and prioritizes customer inquiries for streamlined management and faster follow-ups.
- Omnichannel Integration: Unifies customer interactions across channels such as WhatsApp, email, social media, web chat, and phone, delivering consistent and personalized experiences.
- Automation Tools: Includes automated workflows, targeted marketing campaigns, booking management, and notification reminders to boost engagement and operational efficiency.
- No-Code Platform: Allows businesses to quickly build and customize workflows without needing technical expertise.
- Data Security and Compliance: Sobot prioritizes data privacy, ensuring compliance with standards like ISO and GDPR.
Sobot and Pop Mart’s Integration
POP MART has effectively utilized Sobot’s ticketing system to enhance its customer service operations, resulting in improved efficiency in managing customer inquiries and after-sales support. By streamlining the process of handling tickets, POP MART can respond to customer issues more quickly and organize follow-ups systematically, which is crucial given the brand’s rapid expansion and the high volume of customer interactions it receives daily. Source.
Through Sobot’s omnichannel platform, POP MART is able to unify customer data from multiple sources, including its extensive network of over 500 physical stores, 2,300 Roboshops, and various online channels such as its app, website, and social media. This unified data approach enables POP MART to deliver personalized and consistent experiences across all touchpoints, whether customers interact online or offline.
This omnichannel integration is especially important given POP MART’s global footprint, with operations spanning more than 30 countries and regions. The ability to provide seamless, consistent service across geographies and platforms supports POP MART’s goal of sustaining strong brand loyalty amid rapid international growth.
Wrap Up
POP MART’s impressive growth and innovative collectible designs have captured the hearts of fans worldwide, fueling its rapid international expansion. A key factor behind this success is its commitment to exceptional online customer service, which combines fast, personalized support with a seamless omnichannel experience.
While the company continues to face challenges such as improving response times and managing high demand, its ongoing investments in customer service infrastructure and data-driven solutions are helping build stronger customer loyalty. By addressing these areas and maintaining its focus on delivering consistent, convenient support, POP MART is well equipped to sustain its popularity and continue delighting collectors globally.
