There was an article in inc related to this topic couple of years ago. Interesting read 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.

It also gets the developers thinking more about how customers will be using new features, rather than just making it work. That's a very good thing.

Paul also owns http://GetHuman.com - a directory of how to reach actual people at large companies, so all of this kinda makes sense when you think about it that way.

What I find to be most fascinating by this concept is that it walks hand in hand with the theory that everyone in a start up is a sales person. Whether you're an engineer, accountant or marketer, you're all sales people.

By having a fantastic customer service program, they are also creating a brand that people want to use. That's how they are able to grow.

Curiously enough, I recently (within the last month) emailed Kayak with a query, and Paul answered. Turnaround time: 54 minutes.

So he's still doing some customer service, at least a little bit. It is really seriously impressive.

I don't really know how much of a model it is. Usually it points to a type A CEO who won't give up responsibilities as the business grows.

As someone who knows that place inside and out (not saying how) customers come first, employees come last. One of the worst work enviroments. They say they pride themselves on how they treat their customers and employees, but its one gigantic lie

Paul responded on my blog. I feel cool.