Missing proactive communication during issues
Unfortunately, when I encountered some problems with the WFHI software, the support and communication didn’t meet my expectations. The main issue was that the response times were slower than I hoped and there was a lack of proactive updates. I had to initiate most of the follow-ups as the team didn’t keep me informed despite the ongoing issue. Although when I did get through to someone on the telephonic support, they were polite and knew their stuff, the communication gap beforehand was disappointing. I understand that some problems take time, but a quick status update or estimated resolution time would have helped reduce frustration. The automatic updates feature didn’t seem to address my specific issue either, which made the troubleshooting more complicated. Overall, while the assistance itself was competent once accessible, the entire experience lacked the clear and active communication that could have improved my confidence in the support process.