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I haven’t experienced outsourced cs that was effective beyond searching your support docs and relaying obvious answers.

That being said, if that’s the majority of your support burden, it may well be worth it.

It’s a competitive advantage having the same people building a product also supporting it (in the early days)

> It’s a competitive advantage

I've worked for a small company whose competitors were superior in every regard, except that all our customers could call us any time during business hours and almost immediately talk to someone who would legitimately try to help and have some idea of how the product worked internally. I suspect it was one of the few advantages keeping them in business.

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