Key Takeaways:
- Most brands underuse their support tools: Gorgias has powerful features, but many teams don’t take full advantage of them.
- Atidiv’s CX experts unlock Gorgias’s full potential: From tagging and macros to dashboards and rules, Atidiv ensures every feature drives value.
- Smart tagging creates strategic insights: Agents tag every interaction to surface product feedback, customer sentiment, and emerging trends in real time.
- Macros and Rules streamline support: Atidiv builds brand-consistent Macros and uses Rules to reduce manual work and clutter.
- You don’t need more software—just better usage: Atidiv transforms existing tools like Gorgias into engines for efficiency, growth, and retention.
If you’re like most ecommerce brands, you’ve invested in great tools like Gorgias to streamline support, automate workflows, and deliver personalized experiences at scale. But here’s the hard truth: Having the tools doesn’t mean you’re using them well.
We see it all the time. Gorgias is live, Macros are written, a few Rules are set, and then… chaos. Tags go unused, dashboards lack insight, and your agents are still drowning in tickets.
That’s why leading brands aren’t just buying tech, they’re partnering with teams who know how to use it. That’s where Atidiv comes in.
The Tools are there. Most Teams Just Don’t Maximize Them.
Gorgias is a powerful platform. Out of the box, it gives you:
- Custom tagging and views
- Automation rules to speed up repetitive tasks
- Macros that standardize your brand voice
- Real-time dashboards and revenue attribution
But without the right people using these tools effectively, it’s just noise. Atidiv’s CX specialists are trained Gorgias power users, and they make sure every feature works hard for your brand.
What Happens When CX Teams Know The Tool Inside Out
Here’s how Atidiv leverages Gorgias to drive real results:
Smart tagging for strategic insights
Atidiv agents don’t just respond to tickets, they tag every interaction with purpose.
- Common product issues? Tagged.
- Pre-sale objections? Tagged.
- VIP customers? You bet—tagged.
This turns your inbox into a live dashboard of customer sentiment, product feedback, and emerging trends, no extra software required.
Macros That Actually Get Used
Atidiv writes and maintains Macros that go beyond “Thanks for reaching out.”
- Dynamic responses tailored to each issue
- Integrated links to help center articles or policies
- Embedded personalization that keeps your brand voice consistent
These aren’t just canned replies—they’re crafted CX responses built to scale.
Enhance your Macros with tags, snooze rules, Shopify actions, and other dynamic variables.
Dashboards That Drive Decisions
Every Atidiv client gets a customized Gorgias dashboard. It’s built by Atidiv’s Team Leads to track what matters:
- CSAT trends
- SLA performance
- Volume by tag or channel
- Revenue generated from support
No more wondering if your support is working; now you know.
Rules That Eliminate Repetition
We use Gorgias Rules to route tickets, send auto-replies, and tag intents, reducing ticket clutter by up to 30%.
The result? Agents spend more time on high-impact conversations and less time chasing tracking numbers.
Run your support on autopilot with Gorgias Rules that automatically trigger based on your chosen conditions.
A Real-World Example: What This Looks Like in Practice
A fast-growing superfood brand came to Atidiv with Gorgias already live, but underutilized. They were answering tickets manually, tracking performance in spreadsheets, and dealing with repeat questions daily.
Within 30 days, Atidiv helped them:
- Build >10 custom macros
- Implement >5 auto-routing and tagging rules
- Clean up and standardize 50+ tags
- Created 15+ executive views
- Launch a real-time performance dashboard
- Reduce first response time by approximately 45%
- Retention analysis using tags
- Surface batch of products with bad taste based on tag trends
And no, they didn’t need to buy any new tools.
It’s Not About More Tech, It’s About More Leverage
Most brands think their next CX win will come from another app or integration. But the real unlock often comes from better use of what they already have.
That’s what Atidiv offers:
- CX teams that are fluent in Gorgias
- Leadership layers that manage performance and QA
- Strategic use of features you’re already paying for
- Flexibility to scale up or down without hiring overhead
The bottom line
You don’t need to overhaul your tech stack. You need a team that can turn Gorgias into a strategic engine for support, growth, and insight.
Atidiv makes it possible, with trained agents, experienced leaders, and a deep understanding of what Gorgias can do when used to its full potential.
→ Want to get more out of the tools you already have? Let’s talk about how Atidiv + Gorgias can transform your support operation.
FAQs
1. What is Atidiv, and how do they help ecommerce brands?
Atidiv helps fast-scaling ecommerce brands design customer experiences that drive loyalty and growth. They go beyond ticket handling to improve CX operations through automation, insights, and embedded teams, and specialize in optimizing tools like Gorgias for better performance.
2. How does Atidiv optimize Gorgias?
Atidiv sets up and manages features like tagging, macros, rules, and dashboards to reduce response times, surface insights, and keep support aligned with your brand.
3. What makes Atidiv different from other CX vendors?
They focus on making existing tools work better—without adding extra software—and provide trained teams that plug into your workflows for consistent execution.
4. Does Atidiv only handle support tickets?
No, they also offer sales support, back office operations, and NPS programs to support the full customer journey.