LPD asks state to investigate officers | school books challenged

We all know what bad customer service feels like: the company is slow to respond; the rep doesn’t understand the issue; they’re reading from a script that doesn’t take your situation into account; you’re on the phone for hours.

We hear the complaints, but I’m not sure we hear as much about good customer service.

So I’d like to compliment the excellent customer service that LkldNow gets from Newspack, the company that hosts our website and provides us with an evolving set of tools to display news and support our operation. 

The reps are smart, knowledgeable and quick to respond. We are developing personal (though virtual) relationships with some of them. They ask probing questions that help get to the core of the issue. And things get fixed quickly.

One nice bonus: All support issues are filed and answered through the Slack messaging app, so we can often search through past tickets to quickly find solutions to our problems and not even bother the reps.

We pay a healthy fee to Newspack — thank you to the Knight Foundation for a grant that is supporting our Newspack costs for at least the first year — but it feels like an inexpensive way to add a talented team that provides both tech support and continuing education to us.

And while I’m at it, here’s a shoutout to Anders Noren, the Swedish designer behind the elegant theme (template) I’ve used for several personal websites. His themes are free and I’ve never paid him a cent, but he responded quickly with a perfect solution when I presented him with a very obscure issue about some photo galleries the other day.

Thank you to all who respond quickly, clearly, intelligently and correctly.