[yalooze]

I would love to hear some more detail about how you tackle onboarding / knowledge transfer. How do you handle a more complicated business that may have a lot of different edge cases? Do you just build up exhaustive documentation?

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! :)

[ei8htyfi5e]

I can speak about onboarding and knowledge transfer from the viewpoint of our clients. Usually they give us access to their past tickets and we have an hour long conversation where we ask a million tailored questions. Then clients put us in a sandbox to play where we can't hurt anyone. To fill knowledge and capability gaps, our ops managers pose questions to in-house teams, usually over Slack, but it can be anything. Once everyone is comfortable, they let us out into the world. :)

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).