Scaling Customer Support Without Scaling Teams: The Pilgrim Story
Pilgrim is a Mumbai-based, digital-first beauty and personal care brand selling skincare, haircare, makeup, and fragrance, positioned around “clean” formulations (e.g., vegan/cruelty-free, no harmful chemicals) and ingredient-led ranges. The brand curates product lines inspired by global beauty trends and ingredient stories and has scaled rapidly as a D2C player in India. In March 2025, Pilgrim raised ₹200 crore to back its growth plans, including offline expansion and stronger R&D. Recent investor commentary also highlights Pilgrim’s push into omnichannel scale, citing revenue growth to ₹400+ crore (FY25) and continued offline retail build-out.
Where the Experience Fell Apart
- Flow Breakage & Friction: Customers deviated from rigid decision trees, causing multiple clicks and longer time-to-resolution.
- Scale Pressure During Sales Peaks: Support demand surged ~5–7× during sales, risking delayed responses and higher escalations.
- Limited Iteration Loops: The team needed dashboards and insights tailored to their workflows to continuously optimize performance.
The Turning Point: ConvoZen AI Agents made WhatsApp support faster, simpler, and scalable.
- WhatsApp AI Agent: Designed to reduce effort and speed up resolution for high-volume D2C queries.
- Highly Customized Conversation Design: Tailored flows and responses aligned to Pilgrim’s support scenarios and brand needs.
- Custom Dashboards & Performance Tracking: Built around Pilgrim’s preferred metrics to enable continuous iteration driven by real data.
Measurable Improvements with ConvoZen
- Bot Resolution Rate increased by 73%.
- Agent Transfer Rate decreased by 34%.
- CSAT increased to 4.25
“We’ve seen agent transfers drop drastically. The real proof is our sale periods—when orders and customer queries jump 5–7×. For the first time going into a sale, we haven’t increased headcount at all, and that’s a huge win for us.”
Nilesh Kambli, Sr. VP, Customer Experience, Pilgrim
About ConvoZen
ConvoZen is an enterprise-grade Unified Conversational Agent Platform that turns conversations into outcomes on a single AI Agent Stack. Orchestrate multilingual workflows across omnichannel agents with persistent context, governed execution, and 100% interaction visibility to surface sentiment, compliance risk, and resolution gaps—so operations improve continuously at scale.
Fueling your growth, one customer at a time.
