Xbox’s software-based customer service team is more responsive than its Xbox app, according to a new report from analytics firm Hertz.
Hertz found that while the app is a step up from its own customer service department, Hertz found customer service to be more responsive when users called the company to report a problem or request an update.
Hertz said the data shows that the app provides an easy-to-use experience for customers who are seeking information on the company’s services, even if they don’t use the app themselves.
Microsoft recently said it plans to open up the Xbox app to third parties, including social media platforms, as part of a wider push to improve customer experience.
The company also released a video explaining how to create a profile in the app, which includes an interactive guide to the app.