"Why Never Again" for Software Engineers or Why it makes sense to pay engineers $150,000 to answer phones!
Paul English Co-Founder of Kayak.com:
"Anytime anyone contacts us with a question......they get a personal reply. The engineers and I handle customer support. When I tell people that, they look at me like I'm smoking crack. They say, "Why would you pay an engineer $150,000 to answer phones when you could pay someone in Arizona £8 an hour?" If you make the engineers answer e-mails and phone calls from the customers, the 2nd or 3rd time they get the same question, they'll usually stop what they are doing and fix the code. Then we don't have those questions anymore"