Based on 5 verified reviews published in the last 18 months
TrustRadius Community Insights are summaries of user sentiment data from TrustRadius reviews and, when relevant, HG Insights data.
Overview
Synthesised from 5 reviews | Last Published May 26, 2026
Braze is primarily utilized by organizations to enhance customer engagement and deliver personalized experiences across the customer lifecycle, often through omni-channel communication. In TrustRadius reviews, users highlight its ease of use, seamless integration capabilities for efficient campaign management, and robust support for data utilization. The platform's visual canvas builder for campaigns and effective segment building are frequently praised, enabling both simple and complex configurations for targeted messaging.
Reviewers also note the positive impact of real-time data capabilities and segmentation features on campaign effectiveness and revenue. However, a recurring area for improvement concerns reporting capabilities, with some reviewers seeking more sophisticated data insights and clearer presentation. While Braze significantly improves customer engagement and journey optimization, its financial return on investment presents a mixed picture, with some noting its cost requires diligent utilization.
Pros
Effective customer journey management and segmentation
Visual and intuitive campaign canvas builder
Facilitates highly personalized messaging and audience targeting
Robust real-time data capabilities for decision-making
Seamless data integration for attribution and behavior understanding
Cons
Reporting capabilities lack sophistication and granular insights
Perceived high cost, requiring diligent utilization for positive ROI
We use it predominantly as an ESP but also use canvases to add messaging directly to the site. Marketing Insights use it for analytics. My role is within customer lifecycle marketing so I specifically use the tool for customer segmentation, testing, campaign roll out and personalisation, using targeted comms to drive customer engagement. We regularly use the Content Cards and In Product Messaging and build automated journeys within lifecycle stages mainly for retention use cases.
Pros
The canvas builder is clear, and encourages adding complexity to campaigns. It is visually very easy to work with.
The documentation is very detailed and helpful, the Google-like search functionality is a good addition, making finding information easier.
The segment building is also clear and easy to use, again allowing simpler builds but also more complex builds.
Cons
I find it frustrating that I can't see previews of active/idle/stopped/archived canvases without going into the canvas, having to click edit canvas, wait for it to open etc - makes it difficult when quickly trying to find a visual example when you're not sure on the canvas name.
It's difficult to navigate between canvas's quickly.
When you add from Media to try and change and image, the image preview is so small it's really difficult to select the right asset when you're working with a block of very similar assets with only small visual tweaks.
Likelihood to Recommend
I work a lot in the Canvas builder, building out automated journeys for customers. Braze has been a great tool for me to add complexity into my targeting using liquid (the AI liquid tool is particularly useful for guidance). I think the newer addition of the last step before scheduling a canvas is particularly helpful, where it provides a step-by-step run through of your set up to check before hitting send. I work predominantly in email so majority of the Braze tools are highly suitable for my role.
We handle complex business solutions with Multiple sub-brands and manage their communication under a single main brand. Braze is helping us deliver a personalized experience. The training they provide in the initial phase, along with the support during implementation, is appreciable. We are primarily focused on email marketing, where Braze excels in terms of providing an easy-to-use interface for creating mobile-friendly emails.
Pros
Personalisation
Segmentation
Customer Journey through Canvas.
Cons
There should have been separate section for managing the emails.
Option for SQL for segmentation.
Static segmentation.
Advanced option for the reporting.
Likelihood to Recommend
The user interface is good. The new-age functionalities offered by Braze, such as intelligent timing and an AI assistant for copywriting and liquid, are a game-changer. The segmentation capabilities Braze offers, with the ability to show the estimated customer count in the particular segmentation block, help determine whether it’s working correctly or not. If there were a SQL segmentation option, then it should have helped in the case of complex segmentation. There should have been a separate section for managing the emails. Creating and managing emails in Canvas or campaigns directly can be a tedious task.
We are using Braze to automate emails and campaigns. We are using catalog to connect with our Data, we us an API within Liquid code to get data directly from our Website and we segment all our different use cases. From Newsletters, Marketing Mails to Onboarding Journey or Activity Mailings. It is a big tool that used around our entire company with more than 50 people.
Pros
Orchestration
AB Testing
Segmentation
Cons
Analytics
Current Streams
Localization Features
Likelihood to Recommend
Braze thrives in Big companies with a CDP or Snowflake integration. It is great within the EU as Data is stored here and offers a lot to bigger companies for its extensive user rights, rich features, fast support and quick release of new features.
It's probably not recommended if you just need a plain and simple solution as it needs training due to the vast amount of features available.
I use it to create unique emails while also gaining knowledge of how well each email performed. I enjoy building the emails whether that is through internal or external use. We are able to send out mass emails as well as build them through one platform without having to use other softwares. It eliminates having to use different softwares when Braze has everything.
Pros
The platform is user friendly
It populates metrics well
It is easy to build emails
Cons
more marketing metrics
more versatility of creating unique emails
Likelihood to Recommend
overall it is a great tool to use for beginners. I just started in my position a few months ago and since then had to build numerous emails by myself which i quickly grasped how to use the platform. It gives me a great understanding of how targeted emails are sent out.
Braze is really helpful for my organization because our television station does not have full-time web staffing on weekends. With Braze, we are able to schedule out news alerts days in advance so we can push content to our audiences even without staffing. I have been able to use Braze to great effect to allow us to navigate the busy news landscape and compete with other stations without missing a beat. The software is easy to use and allows me to onboard other people quickly and without fuss.
Pros
Scheduling push alerts
Ease of use for new producers
Saves time by allowing me to schedule content in advance
Cons
More flexibility in editing content
Mobile app for creating content on the go
More granular scheduling options
Likelihood to Recommend
I think that Braze is particularly well-suited for a newsroom environment, because as I mentioned previously, we are low or not staffed at all on weekends. As the station's digital content manager, I can quickly and easily schedule push alerts days in advance. This gives me peace of mind for the weekends because I know fresh content is going out to our audience. The software is not as well suited to breaking news scenarios that require a more nuanced touch to ensure the most accurate and timely information is going out.
As a Lifecycle & Email Marketing Manager, I used Braze daily to built automations, welcome flows, and various nurture journeys in addition to monthly one time campaigns. Braze provided clarity in reporting, attached revenue to each email, and held various workspaces for client and business needs. When I departed the organization, we were fairly far along in migrating all company and client email campaigns solely to Braze. The geotargeting features and ease of implementing their SDK were fantastic. Prior to using Braze, I had used Marketo, Pardot, Constant Contact, Mail Chimp, and Klaviyo. User experience on the platform and the onboarding/check in meetings with the Braze team really set them apart from all other platforms.
Pros
Data Visualization
Targeting and Segmenting
Drag and Drop Editor/Builder
Onboarding
Training and Learning Resources
Cons
Mapping out plug-ins and what the cost/development requirements are
Likelihood to Recommend
Our team at Braze were some of the best people I've worked with to date. They are so helpful and willing to go the extra mile. The platform itself is extremely intuitive. Customization is always on the table. Segmenting audiences was extremely simple and dynamic in count to each filter I would add.
Braze has allowed us to customize our analytics to target specific audiences to interact with our app and product. The seamless UI has been easy to navigate and if we have issues, the help or documentation provided is also easy to understand. The results we have had so far has provided us a clear understanding of what our users are consuming from our brand. The various tools provided by Braze is great!
Pros
Segmentation
Analytics
Targeting
Cons
Moving from the old UI to beta
The sub tabs in each UI section
The bottom results overview needs to be a little cleaner
Likelihood to Recommend
Braze is suitable for marketing and targeting purposes
We use Braze actively to engage and retain users through diverse channels in and out of the app. We utilize its possibilities to measure success, plan, and research trends of certain activity levels and how they move given a specific time. Braze solves all that easily by being a single hub that contains all the information and data, and it provides it in an easy to-digest-way.
Pros
Canvas optimization
Push max
Engagement reports
Retention reports
Customer Service
Cons
Queries
Reporting
Canvas optimization
Likelihood to Recommend
Braze is easy to use, with many solutions offering orchestration of complex campaigns and amazing customer service ready to help and suggest ideas. Braze can help administrators, marketers, and analysts alike with the tools and value it provides for everyday use. The reports are extractable and the data can be played with well to discover further insights.
We use Braze for our CRM management. We particularly use the Braze to send newsletters, push notifications and in-app messages to our user base. We also gather data about customer interactions and use them to refine our messaging. Essentially, Braze is used to notify our user base of new releases, offers and updates.
Pros
Cross-channel campaign management
Real-time personalization
Robust analytics reporting
Cons
Ease of use and onboarding
Pricing and scalability
Custom data reporting features
Likelihood to Recommend
A streaming service could leverage Braze to identify users at risk of canceling their subscriptions and send targeted messages offering incentives to stay, such as discounts or highlighting new content tailored to their viewing history. Braze's segmentation and predictive analytics would be crucial here.
We use Braze for most of our Marketing communications. We use it for Retention and for marketing purposes. We use emails, inapps, push and in-house webhooks.
Pros
There's flexibility to add anything to Braze using API or webhooks
The Customer success team is attentive and responsive
The Canvas flow steps are useful
Braze is always improving and adding useful features
Cons
Monitoring automations and alerts - for example alerting when a canvas drops
Analytics dashboards are currently limited
simplifying the user experience (very complex and not intuitive)
filtering a flow according to canvas entry properties
Likelihood to Recommend
When I'm building a workflow I have many options and can do almost any filtering and conditioning. I see other Braze users that use Braze for a few months or for a year or even more, and there are many confusions and mistakes in implementation. It's hard to teach how to use Braze and it's hard to learn and avoid mistakes.
