Braze vs. CleverTap

Braze is a fantastic tool if you're looking to build a large number of CRM journeys using complex canvas structures and maximising use of customer data to segment and personalise. There are numerous tools to ensure each channel is maximising impact and engagement. Braze offers great features for testing, managing message frequency and control groups and using dynamic attributes and liquid code. If you're looking to limit your use to single-send campaigns with no or few automations, I don't think this is the right tool. From my experience, many Braze users also use external tools for analytics rather than Braze's native analytics.

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It is quite suited for all the SMS, emails, and other in-game campaigns, but wherein the delivery rate I personally feel it is less, and it has [a] limitation on 5 pins for the day for 1 user, it should be unlimited.

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• Canvas feature has been really good for creating customer journey paths and long-term messaging campaigns.
• They have been addressing feature requests to continue to improve the Canvas feature. One of the simplest but most-handy features is allowing Delay steps wait for a very specific date on a calendar -- so you can plan seasonal campaigns or when you have evergreen-style drip campaigns it allows for avoiding public holidays/etc.
• The catalog feature provides a lot of use-cases and flexibility for personalizing comms or customizing comms for whitelabeled versions of our standard comms (for our B2B2C scenarios).
• We use the catalog as a repository of our B2B2C brand info, messaging customization - it basically allows us to offer a whitelabeled configurable version of our optimized automated in-life comms in the branding of our b2b customers.

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• User communication: it provides a single dashboard to help us reach out to our users via email, push, web push, SMS, in-app and now even WhatsApp. Not just that, we can set up various types of targeting, such as one-time, recurring, date/time based, etc.
• Analytics: it offers various views and cuts to analyze the user data, be it in the form of trends, funnels, recency-frequency, user cohorts and segments, etc.
• Tracking: it helps us track the impact of various paid and organic marketing channels, through which we can adjust spends and focus on the channels that make an impact.

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• Enabling GIF/videos to be directly uploaded on to Braze's platform
• Easier way of creating canvases; right now it is too complex for someone new who is starting off in the company to understand what things do and where things are
• Ability to track duplicate user profiles within the entire audience segment
• Automated deduplicating email addresses/phone numbers in each targeting segment; right now it's done manually after extracting csv files

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• Customer service isn't that great [from my experience], most of the time the team is puzzled or will leave the client puzzled.
• Price is very high with respect to the features available. MAU based pricing with a flawed sense of MAU calculation.
• The way they calculate MAU is morally wrong. If a customer opens my email that I am sending via AWS, and they don't even come on my app, how can you consider them as active user?

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We are on a mission for an omnichannel experience for our customers and are already making good progress with Braze able to fully support and optimise this

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It is an easy-to-understand platform, thanks to its design and accessibility. You can, for example, easily find any users and their data, check exact volumes of segments, follow the history of messages sent, and create reports. We can connect Braze with other platforms for analysis or email design (Snowflake, Hightouch, Stripo...).

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Very responsive and helpful on simple questions, but not great other than that. They do not have a way for the customer/user to escalate a ticket. You have to contact your rep and in some cases, they don't respond within 24 hours so you have no idea if they have escalated it. There is no phone number for an urgent issue - you have to rely on email

For their expertise and timely resolution to our issues.

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Braze is just the best one when it comes to aesthetics and usability, which matter when you're working every day, making complex or even simple changes to highly contextual campaigns for multiple stakeholders. Even without following tutorials, you just get it instantly and start crafting journeys very quickly. And they continue to keep adding new features at a rapid pace, so credit where it's due.

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Edit: Clevertap added attribution tools to its features, making it possible to track your user acquisition sources. CleverTap is as complete as Localytics. It provides us good segmentation, analysis and engagement tools for a good competitive price. T̶h̶e̶ ̶o̶n̶l̶y̶ ̶d̶o̶w̶n̶s̶i̶d̶e̶ ̶i̶s̶ ̶t̶h̶a̶t̶ ̶C̶l̶e̶v̶e̶r̶t̶a̶p̶ ̶d̶o̶e̶s̶ ̶n̶o̶t̶ ̶h̶a̶v̶e̶ ̶a̶t̶t̶r̶i̶b̶u̶t̶i̶o̶n̶ ̶t̶o̶o̶l̶s̶,̶ ̶w̶h̶i̶l̶e̶ ̶L̶o̶c̶a̶l̶y̶t̶i̶c̶s̶ ̶d̶o̶e̶s̶. One other major advantage of Clevertap is its customer service. They are always standing by to promptly respond to any question you might have regarding its usability or its development. This kind of careful attention is really appreciated.

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• We are currently trying to reduce churn of our members, numbers are stable but not as good as they could be.
• We have achieved well in the upselling of our products, and expect to see a good proportion of revenue from this at the end of the year.
• Higher engagement in our app work, performing much better than email. Keeping things interactive really helps.

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• Our additional revenues from additional in-site promotions during a festive sales jumped 40% after using Clevertap pop-ups that targeted people at the product & category level.

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