Top App Features You Must Have for Great Customer Experience (CX)

In the rapidly evolving world of technology, delivering an exceptional customer experience (CX) is paramount to the success of any app. Users have come to expect seamless, intuitive, and personalized interactions with their apps, and falling short of these expectations can lead to user churn and negative reviews. To ensure your app stands out from the crowd, here are some essential app features you must have to provide a great CX.

Customers today prioritize experiences above price. So, it all boils down to how companies handle their clients. Do you know that more than 90% of businesses concur that providing excellent customer service is their top priority? Designing and nurturing the customer through their brand relationship is what customer experience, or CX, is all about. It all comes down to providing the best possible customer experience for certain business programs.

Why CX Is Important in A Mobile Application?

Customer Experience, is crucial in a mobile application for several reasons:

  • User Engagement and Retention: A positive CX keeps users engaged and encourages them to continue using the app. Satisfied users are more likely to return, use the app regularly, and recommend it to others.
  • Competitive Advantage: In a crowded app market, a superior CX can set your app apart from the competition. Users are more likely to choose an app that provides a better experience over one that doesn’t.
  • Brand Loyalty: A well-designed and user-friendly app fosters loyalty among users. When users feel valued and understood, they are more likely to develop an emotional connection to the brand behind the app.
  • Reduced Churn: Poor CX can lead to user frustration and abandonment. An app that doesn’t meet user expectations in terms of usability, performance, or features is more likely to experience higher churn rates.
  • Positive Reviews and Ratings: Users who have a positive experience with your app are more likely to leave positive reviews and high ratings. These reviews and ratings can significantly impact an app’s visibility and credibility in app stores.
  • Long-Term Sustainability: An app with a strong emphasis on CX is more likely to have a longer lifecycle as it adapts to changing user needs and technological trends.
  • User-Centric Design: Prioritizing CX ensures that the app’s design and features align with the actual needs and preferences of users, leading to a more user-centric product.
  • Accessibility and Inclusivity: A focus on CX often leads to improved accessibility features, ensuring that the app can be used by a wider range of individuals, including those with disabilities.

To ensure your app stands out from the crowd, here are some essential Mobile App features you must have to provide a great CX:

Top 10 App Features You Must Have for Great Customer Experience (CX)

1. Intuitive Onboarding Process

First impressions matter, and the onboarding process sets the tone for the user’s experience with your app. A streamlined and intuitive onboarding process reduces friction and helps users quickly understand the value your app provides. According to recent surveys, apps with a well-designed onboarding process experience a 52% higher user retention rate compared to those without.

2. Effortless Navigation

An app’s navigation should be intuitive and easy to use. Complex and confusing navigation structures can frustrate users and lead to higher bounce rates. The Nielsen Norman Group’s research indicates that users often leave a site after 10-20 seconds if they don’t find what they’re looking for. Clear navigation significantly improves user engagement and satisfaction.

3. Seamless Omnichannel Experience

Users often interact with apps across multiple devices and platforms. Providing a seamless experience across all these touchpoints is vital. A study by Adobe found that companies with strong omnichannel customer engagement strategies retain an average of 89% of their customers, compared to 33% for companies with weak strategies.

4. Robust Speed & Security

Incorporating speed and security considerations into your mobile app development process ensures that users have a seamless and trustworthy experience. Regular performance testing, adopting best security practices, staying informed about evolving security threats, and promptly addressing any vulnerabilities are essential steps to provide users with the best possible CX.

5. Voice Search Function

A voice-enabled search feature in a mobile app offers several benefits and enhances the user experience.

  • Hands Free Operation: Voice search allows users to interact with the app without using their hands, which can be particularly important when driving or when users have their hands occupied with other tasks.
  • Multilingual Support: Voice search can support multiple languages and accents, catering to a wider user base and enhancing the global reach of your app.
  • Accuracy Improvement: As voice recognition technology advances, the accuracy of voice-enabled search has improved significantly. Users can now expect accurate results from their spoken queries.
  • Contextual Understanding: Voice-enabled search systems are becoming better at understanding the context of a user’s query, leading to more relevant results.
  • Voice Commands: Beyond searching, voice-enabled features can extend to voice commands that allow users to perform specific actions within the app, such as setting reminders, sending messages, or initiating specific app functions.

6. AI-Powered Real-time Customer Support

Quick and effective customer support can turn a potentially negative experience into a positive one. Apps with in-app chat or support features allow users to ask questions and resolve issues without leaving the app. According to Zendesk’s research, 53% of customers prefer using live chat for support, making it a crucial feature for enhancing CX.

7. Regular Updates and Enhancements

Stagnation can lead to user boredom and dissatisfaction. Regularly updating your app with new features and enhancements keeps users engaged and excited. According to Statista, 32% of users consider new features as a key factor in deciding to keep an app installed on their device.

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8. Automatic Speech Recognition

Have you thought about adding speech recognition functionality to your business app? Automatic voice recognition is now more than just a simple feature; it helps companies show their understanding of customers with hand injuries or other limitations. Users who have their hands full or are temporarily unable to perform taps or swipes can also use this speech recognition feature; as a result, if you want to win your consumers’ trust, rely on cutting-edge technology like automatic speech recognition.

9. Integration of Feedback Mechanisms

Listening to user feedback and implementing changes based on their suggestions not only improves your app but also fosters a sense of ownership among users. Apps that actively incorporate user feedback demonstrate a commitment to delivering an exceptional experience. In fact, 77% of consumers view brands more favorably if they seek out and apply customer feedback.

10. Ability for Apps to Work Offline

Does your app work without an internet connection without crashing? Customers want specialized apps that can function without an internet connection. The app’s data security shouldn’t be affected by this offline connection. As a result, your app development team must consider consideration for the offline functionality of the app by storing data and functionality in accordance with the goals and specifications of the app. The use of offline media has grown, making it simpler for applications to outsell their competition for the interest of users.


In today’s competitive app landscape, focusing on these essential app features is crucial for creating a remarkable customer experience. By offering intuitive onboarding, personalization, seamless navigation, real-time support, omnichannel consistency, smooth payments, regular updates, and a feedback-driven approach, your app can stand out and build a loyal user base. Remember, a great CX not only leads to user satisfaction but also drives growth and success in the long run.

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