Xbox chief Sharma said in an interview that she personally answers customer support tickets for several hours each month to better understand the problems players face.
Sharma said that handling those requests gives her a clearer picture of how complicated resolving even one player’s problem can be. For you as an Xbox user, the significance is direct contact between leadership and individual support cases–not an announced change to how the support service operates.
Getting a closer look at player problems
The monthly support work is intended to help Sharma understand which issues Xbox users encounter most often. Rather than only hearing about those problems indirectly, she spends time responding to the tickets herself.
The report describes positive reactions on social media to her hands-on approach. It does not provide figures showing whether her involvement has changed response times or resolution rates.
Restructuring and a new profit target
Since taking the role, Sharma has overseen layoffs, a reduction in the number of games in development, and a greater focus on Microsoft’s biggest franchises. Those changes form the broader business context for her contact with players.
Other decisions have more directly affected the Xbox experience. The report highlights the cancellation of a criticized Xbox AI assistant and simpler access to digital copies of games for players who own their physical versions. It does not spell out eligibility requirements or how that access works.
Revenue is falling and profit margins remain low. Sharma has set a goal of reaching double-digit profit margins for the current fiscal year. She also wants Xbox to reach a wider audience through games, movies, and other media.
These are business goals, rather than promises of specific new games or services. Her support-ticket work explains how she is gathering firsthand experience of player issues alongside those wider changes.
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FAQ
Yes. She said in an interview with The Wall Street Journal that she spends several hours each month responding to customer support tickets herself.
She wants to understand the problems Xbox users face most often and how complicated resolving an individual player’s issue can be.
The report lists layoffs, fewer games in development, a stronger focus on Microsoft’s biggest franchises, cancellation of an Xbox AI assistant, and simpler digital-copy access for players who own physical versions.
Sharma is targeting double-digit profit margins for the current fiscal year while seeking a broader audience across games, movies, and other media.