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
I've integrated Braze as a Customer Engagement Platform several times over the last decade and with every integration, our customers receive an omni-channel experience that keeps them educated, informed, and engaged throughout their customer lifecycle from onboarding to new features and experience management. Coupled with a few other tools, Braze is easy to integrate into our backend architecture and mobile apps as well as provides us the data we need to hyper target through multiple channels. Our experience with Braze from a support perspective has been great and the value that we continue to get from leveraging the CEP platform increases over time. Braze is very willing to make introductions to their other partners, to their other customers, as well as help solve complex technical problems when necessary. Several of my experiences with Braze has been very positive, their roadmaps focus on innovation as well as things that clients are asking for and their annual events both local and at Forge are very impactful to the way we learn and do business.
Pros
Technology roadmaps and product development
Ease of integration, documentation, and support
Annual and local events to foster customer success and continuous learning
Engagement with their customers
Cons
None of great impact at this time
Likelihood to Recommend
Regular meetings to educate us, check in on how things are going, and provides timely support that helps us with issues or optimizes our integration. Braze is always very supportive and willing to jump in with guidance/ recommendations/ or technical support.
We use Braze to support our CRM efforts. Braze is the vehicle that lets us reach our guests with the proper message at the best time. With their plethora of features, we can ensure that only relevant messages go out to the correct guests. Whether it's for a time sensitive communication, or just sending a non offer message to stay top of mind, Braze enables us to control the conversation.
Pros
Action based entry methods - helps ensure certain messages only go out once a key action has happened (in our case loading an offer to a guest account).
Liquid - this gives the ability to send truly dynamic emails depending on the attributes present on a guest level. Making our messages extremely personalized.
Support - the Braze team is very supportive and bought into the partnership. From the dedicated support team, our CSM team, the engineering team, escalations team, and everyone else; they make it clear that they succeed if we succeed and their actions show it.
Cons
The ability to send push notifications to a seed list like how we can for email would be great. Just so we can confirm everything is going out correctly in the instances where are marketing team doesn't fit the criteria for a certain message.
Being able to archive segment extensions if the campaigns that are using them have been stopped or archived for over a certain number of days. This isn't a real issue, just a small quality of life improvement for those that like having things as clean as possible. 🙂
A global suppression list. Again, this isn't a big deal to add, it's just the only other thing that came to mind.
Likelihood to Recommend
Braze is great for a whole swath of businesses and use cases. Retail and QSR immediately come to mind when thinking about what businesses benefit most from using Braze. Really any business model where guests can purchase something with some moderate frequency (daily to a couple times a year).
Some scenarios where Braze might not be the best could be a car dealership (although you could use Braze to help with car maintenance reminders, product upsells, etc) or a real estate broker. Although, I'm a marketer and not a salesperson so maybe those businesses would excel with Braze!
We use Braze as our primary CRM tool to target users at every stage of their lifecycle using traditional CRM channels like email, push, In app messages but also newer channels like whatsapp, content cards and others. Braze allows us to create journeys for users to make them place orders and reach loyalty and not churn.
Pros
Segment creation and targetting
Setting up content in different channels
Measure the effect of these comms
build customer journeys for our users
Cons
Reporting within Braze still lacks to some extent
Builk actions within existing canvases would save time and lead to efficiency
more granularity of customer advancement within canvases like we has in the past
Likelihood to Recommend
It is an all exclusive platform and a one place to do everything CRM related. in one platform. It is very intuitive and easy to use and to onboard new users on. The interface is very suitable and very customer friendly. Targeting segmentation and flow building is something that is very easy on Braze and i much prefer it to other CRM systems. At the other end it is still lacking in terms of reporting always making it so that we have to use external reporting tools
We use Braze to deliver personalised, automated messaging across email and SMS, optimising customer engagement and retention. It helps address churn, activation, and referral growth by enabling targeted communication. Our use case spans onboarding, educational content, promotional campaigns, and transactional messaging, driving efficiency and improving customer experience at scale. We are also able to segment our audiences to ensure that each person is receiving the most personalised experience possible.
Pros
Audience segmentation
Personalisation using Liquid
Customer journeys
Cons
Last-click attribution is needed for reporting
Slow UI at times
Likelihood to Recommend
Braze is well suited for a CRM team that is well equipped to maximise the functionalities that Braze offers. For a smaller team which do not have the time required to go in-depth with their CRM journeys, something like Mailchimp would be more appropriate to use.
Currently, Braze is used for us a hub for our customer data, audience distribution and SMS distribution. We have always held our data in house and now that we have a place to put all of this information, we are able to be more strategic as well as cost effective within our approach to customers.
Pros
Audience segmentation - We are able to target our customers within so many identities (criteria)
One-stop shop - Braze is compatible with most of our marketing channels which makes it a one stop shop for us!
Customer Flows - we have the ability to be as cost effective as possible by leveraging our free channels first, and then we can distribute paid media if it reaches that point.
Cons
We would love some more platform integrations when it comes to our audience segment lists. Currently, we have to export .CSV files to get that data into our other ad platforms. There is a limit on users and therefore we spend a lot of time trying to narrow down lists.
We could get better on the troubleshooting side of things. We have had some failures in message distribution and have had to be the ones to investigate the issue.
Likelihood to Recommend
Because of the loyalty of our customers, Braze fits into our digital marketing pretty heavily. We are able to use it both on the retention and the paid ads side. We can be strategic with the parts of the marketing funnel and also engage with people at the right time within the costumer journey!
- Being in the QSR industry, we use Braze as a CRM tool to build consistent and meaningful interactions with our customers - Marketing automations to build 7 foundational journeys has proven to drive higher conversion rates - Welcome, Post Purchase, Winback, App download, Cart Abandon, in-life comms, Birthday are 7 foundational journeys and use cases
We use Braze to keep in contact with our user base through email and sms messaging. This allows up to share new and exciting news with all those who might be interested in our offers and everyday excitement. It is quite powerful, and we are just scratching the surface on what is possible.
Pros
Email
SMS
Templates
Cons
Onboarding
Formal Training
Example of how to use and set up most common use cases
Likelihood to Recommend
Braze is well suited to contact you customer base in any of matter possible and great at highlighting everything you could possibly want.
I would really like them to create use cases with exact how to set ups for the most common thing and requests that the platform see for new users.
We are using Braze in my organization through the CRM department. We are using the platform to create retention and engage our users from the APP and Web. We are sending the canvases to send app push notifications and emails for around 20 countries trying to maximise as much as possible the personalization.
Pros
Customer journey
Cross channel
Creation of campaigns
Support from Braze team
Cons
No intelligent timing about weekday
Some actions are irreversible
Mandatory need of tech involvement
Likelihood to Recommend
Braze team is really helping reaching our goals and follow us closely, always good advices. When we launched our emails, they really guide us through our strategy and the implementation of campaigns. They also help us monitor the IP warming which is a key for launching emails on providers. Also, the canvases and template are really easy to use with drag and drop option. Even if in our case we asked from our tech team to have a more personal visual. All options are possible!
