Would love your thoughts! Happy to answer any questions and tell you more.
Also, I know you're just starting, but I got to your site and wanted to read a LOT more about your service than the information that was available on the single page site. I was thinking: Tell me way more about how it all works, but there was no where else to click! :)
On the back end, I wish I could brag a little about this, but it is our "secret sauce" so I'm just going to have to say it's proprietary and I believe the beginning of something great.
To directly answer your first question regarding edge cases, it's simple: we don't do them, opting instead to let your in-house team do the complex edge cases. Over time though, we inevitably end up doing some of them as we find commonalities across clients (shipping exceptions, insurance disputes, etc).
What would you say to a company on the fence who considers providing support a core competency within their org?
That said, keep in mind there will always be a lot of repetitive time consuming stuff, and that's where we excel. Everyone likes to think they're a unique and irreplaceable snowflake, and that may be true in total, but there are parts that can be handled more efficiently elsewhere.