10M+
Conversations handled across our accounts
About
Ten years inside other people's inboxes.
CTRL comes from a team that started out answering customers as the agents, spent years building helpdesks for other brands and kept hitting the same wall: a CX system nobody governs degrades within a quarter. So now we govern it. Our team works from Barcelona and Orlando and runs CX for 60+ DTC brands.
- Years in customer service
- 10+
- Projects delivered since 2016
- 200+
- DTC brands on retainer
- 60+
Our story, in three chapters
- 01
Since 2016
The call center
Our team started on the other side of the conversation: a call center answering customers for ecommerce brands, one case at a time. Before running anyone's CX, our team did the answering.
- 02
2016-2024
The platforms
Then the tools. Zendesk first, then Gorgias, where our team was named Best European Gorgias Partner 2024. More than 100 helpdesk implementations across the EU and LATAM.
- 03
CTRL, 2026
The wall
Every setup our team delivered had degraded within a quarter, because nobody inside the brand was governing it. So we govern it ourselves. That is CTRL.
Part of SIRT Group
In June 2026 our team joined SIRT Group, a Spanish leader in cybersecurity, space and defense, whose governance platform now runs ecommerce CX.
Ten years of CX, in numbers.
Our team's track record
60%+
Of conversations resolved without a person, CSAT held (median, properly configured accounts)
25-40%
Of repeat questions answered before anyone writes, with a well-built help center
Founder's note
Customer service has been treated as a cost line for too long. We've spent ten years proving the opposite. Well-run CX is the cheapest way for a Shopify brand to grow retention and revenue at the same time. CTRL is that idea, governed every month.
Recognition
Our team's awards and memberships
Best European Gorgias Partner
2024
Tech Barcelona Partner
2018-present
Barcelona · Orlando
Offices
Orlando
United States ET
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.
CX for modern commerce