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Braze

Score8.9 out of 10

194 Reviews and Ratings

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What is Braze?

Braze is a customer engagement platform that enables relevant and memorable experiences between consumers and the brands they love. With Braze, global brands can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns and continuously evolve their customer engagement strategies.

Categories & Use Cases

Videos

Who Buys & Uses Braze

Braze Reviews

What users are saying about Braze.
View all Braze reviews

Pros

  • Effective customer journey management and segmentation
  • Visual and intuitive campaign canvas builder
  • Facilitates highly personalized messaging and audience targeting

Cons

  • Reporting capabilities lack sophistication and granular insights
  • Perceived high cost, requiring diligent utilization for positive ROI

Braze works for mobile app product-led orgs

Incentivized
Keenan Taylor
Head of User Growth in Marketing at ev.energy (51-200 employees)

Use Cases and Deployment Scope

We use it extensively in 2 main ways:

- standardized automated in-life comms once a user has created an account on our app and started their new customer journey
- designing and deploying multi-touch nurture email outreach campaigns to B2C consumer contacts

Pros

  • 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.

Cons

  • A master/global exclusion list was 1 weakness of Braze, which they just recently launched a feature for this so is no longer a weakness.
  • Their rep support has been inconsistent - we're likely a moderate-tier customer but have had differing SLA fulfillment in our 4 years as a Braze customer.

Return on Investment

  • We don't have the greatest comms analytics (outside of Braze) - but we know it has improved our Acquired to Activation rate.
  • We don't have the greatest comms analytics (outside of Braze) - but we know it has reduced our Dormant and Churn rates.
  • We don't have the greatest comms analytics (outside of Braze) - but it has increased our user acquisition, which any customer email marketing tool should support.

Usability

Alternatives Considered

Intuit Mailchimp and HubSpot CRM

Other Software Used

Holistics, Mixpanel, AppsFlyer, Webflow

My Journey with Braze

Incentivized
Janet WellingtonView profile
Digital and Lifecycle Marketing Manager in Marketing at EatOkra (11-50 employees)

Use Cases and Deployment Scope

I use Braze as an all in one customer engagement platform for major touchpoints. This cuts across email marketing, SMS, push notifications, in app banners, content cards all automated through Braze. Before now, this would have to be tracked on different platforms but with Braze, I am able to meet my users where they are, track communications with them with detailed reporting, reduce churn across touchpoints and ensure that a user is engaged throughout their lifecycle.

Pros

  • Customer Engagement across various touchpoints
  • Detailed and Custom Reporting
  • Detailed Automations
  • Interactive Landing page set up

Cons

  • I would say more flexibility and options with designing emails
  • Easier way to bulk unsubscribe users

Return on Investment

  • Increased app usage by up to 35%
  • Higher conversion rates
  • Reduced Churn

Usability

Alternatives Considered

HubSpot CRM, ConvertKit, Zoho CRM and Salesforce CRM Analytics

Other Software Used

Stripo, Canva, Amplitude Analytics

Fantastic for lifecycle orchestration and easy integration

Incentivized
Verified User
Team Lead in Marketing (201-500 employees)

Use Cases and Deployment Scope

I use Braze to engage a global audience with multi-channel lifecycle and retention journeys across email, push, in-app and SMS. As an avid user of Braze for many years now, it's great to have the complex capabilities that it offers to build exciting and impactful CRM solutions.

Braze enables us to deliver timely, personalised and dynamic communications to our users in a way that helps with product adoption, engagement and education.

Pros

  • Complex lifecycle journey management
  • Customer data profiles
  • Smart features (e.g. Intelligent timing, intelligent channel)
  • Data syncs and integration capabilities

Cons

  • Canvas building UI is not super user friendly
  • Surfacing analytics isn't always intuitive
  • Ability to set defaults on some screens would save a lot of repeat clicking

Return on Investment

  • Improved user verification rate through onboarding journey
  • Increased revenue conversion through custom lifecycle comms
  • Cohesive brand messaging through brand styling and consistent comms messaging

Usability

Alternatives Considered

Bloomreach - The Agentic Platform for Personalization and HubSpot CRM

Braze Experience

Incentivized
Verified User
Employee in Marketing (11-50 employees)

Use Cases and Deployment Scope

I use Braze at my organization to engage and communicate with users on our mobile app. With some of the tools that Braze offers, I can encourage users to become active, remind them to complete onboarding, and share important updates such as product changes, news, or revised terms and conditions. Braze helps solve our challenge of staying connected with users through email and push notifications, especially since our app doesn’t have a built in-app notification center.

Pros

  • Email targeting and timely notifications
  • In-app content cards
  • Tracking events tied to each communication channel
  • Audience segmentations and attributions

Cons

  • 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

Return on Investment

  • Increased user engagement on the app
  • Higher conversion rates for in-app engagement
  • Reduced churn for users
  • User winback from churned users

Usability

Alternatives Considered

Salesforce CMS, HubSpot CRM, Mailchimp Transactional Email (Mandrill) and Adobe Experience Manager

Other Software Used

Intuit Mailchimp, Salesforce CMS, HubSpot CRM

Cannot work without Braze.

Incentivized
Verified User
Employee in Marketing (501-1000 employees)

Use Cases and Deployment Scope

We use Braze as a tool to interact with our B2C user database via various channels compatible with both mobile and desktop devices (email, push notifications, etc.). Thanks to Braze's intuitive yet complete dashboard, we can collect and use data to create and iterate on advanced personalized and automated communication flows.

Pros

  • Multi-channel orchestration.
  • Support from Braze team and community.
  • Intuitive dashboard design.

Cons

  • Email design.
  • Deeper analysis using custom data.

Return on Investment

  • More cohesive customer experiences.
  • Increase brand and product awareness.

Usability

Alternatives Considered

Adobe Campaign, Customer.io and Intuit Mailchimp

Other Software Used

Stripo, Snowflake, Talon.One

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