How Silky Gem Automated One-Third of Their Customer Service Tickets with AI to Boost Efficiency and Scale Support

Rooted in the traditions of Vietnam, Gia Huynh transformed adversity into triumph. From homelessness with a newborn to founding Silky Gem, the crystal candy sensation inspired by the Vietnamese Lunar New Year traditions, her relentless determination drove global success, with over 2 million pieces sold in just 18 months. Now with the opening of America’s first crystal candy store, Gia Huynh inspires others to believe in their worth and strength, embodying the transformative power of resilience and unwavering self-belief.

“I was doing everything,” says Michelle Tedder, Customer Service Manager of Silky Gem’s strained workload situation before partnering with Talent Pop. TalentPop quickly identified one customer service agent to help the company successfully navigate the busy holiday season and has since added two more team members from TalentPop, another CS representative and an executive assistant. “I don’t really know what I would do without them,” Michelle says. She goes on to highlight the efforts of David Noller, Customer Success Manager at TalentPop. “David came in and took over everything, setting up Gorgias and automation for us. He walked us through the systems and processes. Anytime we have a question or need something, David takes care of it right away.”

From the beginning, the 3 TalentPop agents were committed to helping Silky Gem meet its CX goals while rapidly scaling the business. This dedication is felt beyond work, and Michelle values the close connection she has built with her team in just under a year. “Everybody is just amazing. We’ve built such a close relationship. It’s a lot like a business, we’re really friends.”

To further boost customer service efficiency for Silky Gem, TalentPop introduced Gorgias Automate - previously, they were using software that wasn’t ‘user friendly’. David also implemented the Automate AI chatbot, which has proved to be very helpful in just a very short time, allowing coverage during periods when live agents are off the clock. “We don’t have to worry about those hours anymore,” Michelle notes. “And the next agent who comes on isn’t swamped with inquiries.”

Drawing from our extensive experience with the Gorgias platform, the TalentPop team was able to make Gorgias Automate implementation and training easy and straightforward. “We were walked through the system step-by-step” Michelle notes. Onboarding AI into the team’s workflow seamlessly was a main priority. Constant communication with the team has allowed TalentPop to modify automation based on customer inquiries to improve automated responses while fulfilling needs and goals.

Silky Gem successfully scaled their team by partnering with TalentPop to onboard highly experienced agents, skilled in platforms they were already using, such as Shopify and Gorgias. As ticket volume grew, TalentPop helped enhance their helpdesk efficiency by introducing a Gorgias AI assistant. This integration achieved a 55.9% automation rate, with ongoing optimizations aimed at increasing that figure even further.

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At TalentPop, we meet clients where they are, recognizing that automation needs evolve as businesses grow. We can help your business reach an automation rate of 30% or higher, improve customer experience, reduce support costs, and allow your team to focus on interactions that drive brand growth by implementing Automate within your Gorgias helpdesk. With our flexible service options and expert agents, TalentPop is the perfect partner for brands looking to delegate customer service tasks and increase helpdesk and CX team efficiency.