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CX governance for Shopify brands

Let AI handle the routine. People handle the rest.

CTRL reads every conversation across your helpdesk, your store and your tools, resolves what you allow, hands the rest to a person, and tells you what to change next month.

Book a demoSee how it works

Our team was named Best European Gorgias Partner 2024

to speed it up

Brands our team has worked with

Nude Project
Snipes
Hawkers
GAP
Honda
Freshly Cosmetics
Taurus
Saye
Acciona
Cuideo
Goa Organics
Nude Project

Agentic lifecycle

One lifecycle, end to end

This is a real implementation cycle as the platform runs it. Every phase has an agent, an output and a person who signs it off.

Discovery CX

01 of 08

Technical provisioning

ArethaProvisioning and credential verification
OutputAccess registry

Never

  • Moves on before the Solutions Architect signs off
Signed off bySolutions ArchitectDeployer · Our team
  • Helpdesk
  • Store
  • Email and SMS
  • Returns
  • Logistics
Discovery CX

02 of 08

Historical conversation audit

CasalsHistorical CX data ingestion and reconciliation
OutputTypology map, baseline, money left on the table

Never

  • Invents a number
  • Moves on before the Solutions Architect signs off
Signed off bySolutions ArchitectDeployer · Our team
  • Helpdesk
  • Store
  • Email and SMS (not in this phase)
  • Returns (not in this phase)
  • Logistics (not in this phase)
CX Design

03 of 08

Policies and guardrails

FreddiePolicy boundaries and financial guardrails
OutputPolicy set, versioned

Never

  • Closes an excluded case type
  • Moves on before the Head signs off
Signed off byHeadUser · Your team
  • Helpdesk (not in this phase)
  • Store
  • Email and SMS (not in this phase)
  • Returns
  • Logistics
CX Design

04 of 08

Workflow architecture

FigaroRouting, tag taxonomy and macro architecture
OutputRules, views, macros, tags

Never

  • Closes an excluded case type
  • Moves on before the CSM signs off
Signed off byCSMDeployer · Our team
  • Helpdesk
  • Store (not in this phase)
  • Email and SMS (not in this phase)
  • Returns (not in this phase)
  • Logistics (not in this phase)
Build and calibration

05 of 08

Technical integration

MilesStack integration and webhook verification
OutputAll agreed tools connected

Never

  • Moves on before the Solutions Architect signs off
Signed off bySolutions ArchitectDeployer · Our team
  • Helpdesk
  • Store
  • Email and SMS
  • Returns
  • Logistics
Build and calibration

06 of 08

AI agent calibration

RoadieHelp center and AI agent prompt calibration
OutputAI configured, gaps list

Never

  • Invents a number
  • Closes an excluded case type
  • Moves on before the Solutions Architect signs off
Signed off bySolutions ArchitectDeployer · Our team
  • Helpdesk
  • Store
  • Email and SMS (not in this phase)
  • Returns (not in this phase)
  • Logistics (not in this phase)
Enablement and go live

07 of 08

Team enablement

NormaFrontline enablement and simulation copilot
OutputTeam trained, sign off

Never

  • Moves on before the CSM signs off
Signed off byCSMDeployer · Our team
  • Helpdesk
  • Store (not in this phase)
  • Email and SMS (not in this phase)
  • Returns (not in this phase)
  • Logistics (not in this phase)
Enablement and go live

08 of 08

Go live and hypercare

MonkReal time operations sentinel
OutputFirst 48 hours watched, handoff

Never

  • Invents a number
  • Closes an excluded case type
  • Moves on before the Head signs off
Signed off byHeadUser · Your team
  • Helpdesk
  • Store
  • Email and SMS
  • Returns (not in this phase)
  • Logistics (not in this phase)

See all 8 phases

How CTRL works

Human in the loop

A named person approves every phase the first time the cycle runs. Once proven, the agent runs and the person checks.

Deployer · Our team
Solutions Architect
CSM
User · Your team
Head

Agentic, explained

Not a chatbot. Not one agent. A department.

What it isWho runs it
AIWhat it isThe model. Knows the world, nothing about your brand.Who runs itNobody. It generates.
An AI agent in your helpdeskWhat it isThat model wired to one tool, answering that tool's tickets. Good at its instrument, deaf to the rest.Who runs itYour team, after onboarding.
CTRLWhat it isMany agents, each with one job, running inside designed lifecycles across every tool you own, sharing one knowledge base, with a named human approving each phase until it is proven.Who runs itUs, every month, with you.

Your helpdesk has an AI agent. Your email tool has one. Your returns app has one. Your 3PL will have one next quarter. Each is trained on a different slice of your brand. Same customer, seven answers, zero conductors. CTRL gives each of those agents an expert agent of its own, trained on your register, that reviews what it says and corrects it.

CX isn't a department anymore. It's the orchestra. And somebody has to conduct it.

The other 40%

Automation at 60% and CSAT flat is not a win. It is a department nobody is running.

Any helpdesk gets you to about 60% automation. Then CSAT stops moving, because the 40% that decides whether a customer returns is the hard part: the exception, the complaint, the second time something went wrong.

Automation makes the easy half faster. Governance works on the half that keeps customers.

Nude Project · Snipes · HawkersSee how brands paid for their CX

FAQ

Frequently asked questions

CTRL is a governance layer for ecommerce CX. It reads every conversation across your helpdesk, your store and your tools, resolves what you allow, hands the rest to a person and tells you what to change next month. It runs on the helpdesk you already have.

DTC brands on Shopify above €2M GMV, with a CX or operations lead in seat. Below that, your helpdesk's own help center will do more for you than we can, and we'll tell you so on the call. If you're a SaaS company, CTRL isn't built for you.

No. Gorgias is our favorite instrument, and the one we recommend when the helpdesk is the bottleneck. If changing helpdesk is not on your plan, we govern Zendesk, Intercom, Konvo or the platform you already run.

Your helpdesk runs AI inside its own walls. We govern it and everything around it: your store, email, returns, logistics and the agents each of them ships.

Agents with one job each, and a named person who validates every phase the first time it runs. Once a phase is proven, the agent runs it and the person checks.

It reads each conversation and checks it against your policies. If it is allowed to act, it acts: refund, address change, exchange or answer. If not, it hands the case to a person with the context attached. On properly configured accounts, over 60% of conversations are resolved without a person, with CSAT held.

Setup takes about ten days, and it depends more on your documentation than on us. Some brands run a week read-only first.

Setup has no term. Governance runs on a twelve-month commitment, billed monthly, because governance compounds and the baseline needs a year to prove itself. You can change tier along the way.

The knowledge base is yours and goes with you. Admin access stays yours throughout.

No. Learnings cross brands only aggregated and anonymized.

Starting governance is transparent to your customers. Migrating a helpdesk is not, and if that is what you need, we will tell you to wait.

If it has an API or a webhook, yes. It gets its own agent, and every other agent asks it.

Yes. Agents replicate with load, so backlog spikes get absorbed. That is the Director tier.

No. You buy the governance. The platform is how we deliver it and how you see it.

Business as usual.
Just smarter.

A free assessment of your brand on a 30-minute call. No slides: we analyze your helpdesk, your reviews and your social media first, and bring a governance proposal with goals.

Book a demoOr book a slot (opens in a new tab)

CX for modern commerce