I just looked at their feature list and "Team Inboxes" really stood out. Granted details matter, but g-suites doesn't even have a good solution to this problem, I can see this as being their bread and butter.
What can a "Team Inbox" do that a distribution/mailing list can't? ( <- no snark, genuine question, I'm sure there are things that I don't see here)
Allow customer support at scale / efficiently
Yes. But that didn't answer the question.
I help run a small non profit and we have various official positions. Volunteers join for sometime and then pass the baton. A postition could have a team inbox to help with continuity for the next person.