There was an article in inc related to this topic couple of years ago. Interesting read http://m.inc.com/?incid=27673 http://m.inc.com/?incid=27673 I think the

There was an article in inc related to this topic couple of years ago. Interesting read http://m.inc.com/?incid=27673 http://m.inc.com/?incid=27673 I think the most important point: After learning that Kayak puts software developers to do customer support the writer wondered why on earth. Good developers cost serious money, customer support people are much cheaper. The Kayak co-founder replied along the lines that yes, they cost money, but when a software developer gets the same support question for third time, he probably fixes the actual thing causing the problems.