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 Braze to help our customers plan, develop and act on their customer engagement strategy. With Braze we are able to use attributes to create segments, identify the best way to communicate with each customer and send the right message using the best channel, and with correct, relevant content. We can also manage the customer journey with an easy-to-use interface, with the fastest ramping up and also take advantage of the frequent new releases and innovation in the platform.
Pros
Segment customers by attributes
Create and manage customer journeys
Manage different channels in one place
Cons
B2B marketing engagement
Artificial Intelligence features
Likelihood to Recommend
Braze is a breeze to be used in B2C use-cases, where brands need to communicate with a large number of customers and prospects. It allows easy management of journeys (even complex ones) and channel management. A/B testing is another easy feature to be used, which helps the marketing teams pick the best version of every asset/campaign. For B2B marketing, Braze is not as robust, but it still works for traditional use-cases.
VU
Verified User
Director in Information Technology (10,001+ employees)
We use it to send emails to our customers that have opted in to receive our marketing offers. And to let our customers know the results of said emails.
Pros
Tracking and clearing old inactive email addresses
tracking open rates and click thru
easy uploading of art into the system
Cons
The after reporting could use some modernization
Great graphs and visualization for ease of customer interaction
Likelihood to Recommend
Just generally more user friendly interface and more customer considering results that are easy to put into visual form.
We use Braze primarily for our email and lifecycle marketing efforts, focusing on onboarding campaigns, reanimation campaigns for dormant users, monthly product updates, and strategic upselling and cross-selling initiatives. Its robust segmentation capabilities and custom attributes enable us to deliver highly personalized messages, helping to boost engagement and conversion rates. By automating the onboarding journey through Braze, we guide new users with tailored prompts, ensuring they quickly understand our product’s value. Meanwhile, reanimation campaigns seamlessly nudge inactive customers back into the fold. Monthly product updates and targeted upselling/cross-selling messages keep existing users informed and engaged. Overall, Braze helps address user churn, supports revenue growth, and provides an efficient, scalable way to communicate with our customer base.
Pros
Canvas flow builder is intuitive.
Data insights are easy to digest.
The campaign builder is user-friendly.
Cons
Fully integrating Braze into the tech stack that the company is using is complicated and needs major support from engineering and data teams - Braze could offer full support to implement Braze fully as part of the deal.
Likelihood to Recommend
It's well suited as a B2C marketing CRM, but falls flat when it comes to managing B2B clients/prospects -> something more omni-purpose (in line with Hubspot or Salesforce) could be highly beneficial.
Personalisation at scale. Allows true personalisation without the need for complex engineering or development support of which we can sometimes be quite limited in capacity. Puts ownership on campaign executors to find solutions themselves. Centralised platform for in product and external (email push sms) messaging to help optimise when and where we reach our customers.
Pros
Multi-channel harmonisation
App connectivity
Bespoke solutions to all CRM issues
Cons
Reporting can be limited
Better data lexicon infrastructure
Calendar month triggering requirements
Likelihood to Recommend
In the email service provider space, Braze is by far the best. Whilst more expensive than some competitors, it certainly offers the best functionality, ease of use, harmonisation of your app with your email service provider and subsequent customer communications. Report can be limited so often best when paired with event based analytics tools such as Mixpanel or Amplitude.
Email and Mobile engagement - Transactional operational comms - Marketing engagement for lifecycle marketing and revenue optimisation, touchpoints where we lead and nudge users towards various outcomes.
Pros
Journey orchestration for multi variant experimentation
Different data ingestion methods and ability to personalize templates easily using liquid syntax and combination of API parameters
Content block concept works well to make asset management and configuration very flexible and seamless in a complex environment
Great CSM with strong technical knowledge assigned to support the business
Cons
Support does not always respond with the best and most useful messages. Should take more time to learn about customer usecases, common issues across clients, and ask better questions to speed up resolution time
Reporting capabilities within UI is not as good or extensive as other competitor platforms. Requires lots of external manipulation post extraction.
Likelihood to Recommend
Medium to large org structures with strong supporting resources and teams like martech and data engineering is quite important to be able to make full use of product features and configure Braze to become a powerful tool.
We use Braze to send trigger-based and promotional communications to customers via email, push notifications, content cards, and in-app channels. Braze enables us to orchestrate multiple communication channels within a single platform and conduct multichannel hypothesis testing.
Pros
Optimization of managing a large number of campaigns and audiences
Personalization of content based on languages and other customer data
Automation capabilities
Multichannel communication
Cons
The attribution model is not customizable yet
Lack of a dashboard with analytics on subscriber base segments
Analytics
Likelihood to Recommend
Braze is convenient to use, especially when working with large audiences, multiple channels, and a high volume of campaigns, as well as for personalization and automation.
I use Braze to help organize my customer data all in one place that my team can leverage to execute our marketing and data operations. Braze allows my team to build complex segmentations for multichannel marketing programs and data analysis quickly and easily. Their integration across a wide variety of additional platforms allows us to get the most from our data.
Pros
Segmentation
Automated Journeys
Personalization
Dynamic Content
Cons
Reporting
Analytic Dashboards
Anonymous Users
Likelihood to Recommend
Braze is great for a D2C brand what needs to simplify complicated business use cases at scale. They're at their best when there is a large enough data set to pull information from and the need to build complex automated user experiences. I do feel for smaller companies Braze may not be an ideal platform, not until there is a large enough data base of users and/or a complex SKU matrix.
I like Braze, but like most CRM/CEP tools, it has a very specific use-case that isn't universal. It works particularly well for companies that have a robust app and want to collect data across both app and website and perhaps even other points of engagement. If that fits your use-case, Braze is likely a great tool for you. Otherwise, there are likely better tools to consider.
Pros
App Data Collection
Engagement
Profile Building and Organization
Cons
Improved customer service experience
Improved training/education
Likelihood to Recommend
Braze is likely at its best for companies that engage with customers on both an app-level and web-level. It gets even better if you have the opportunity to leverage some of the additional channels Braze unlocks such as in-app messages and content cards.
If you're only using Braze to send SMS and Email and the occasional push, you're likely better off finding a cheaper platform.
Braze organizes its analytics in a very odd way in my experience, so I'd also recommend pairing Braze with a secondary reporting tool of your choosing.
As a real estate company we need to have a steady communication strategy with our clients to ensure that we are reducing churn and maintaining them informed about updates in our products or in their contracts. We do that by structuring our strategy in the Canvas feature on Braze, which ensures that we have a cohesive flow of communications. The tool also provides us with all the data needed, such as results of A/B testing, various rates (opening, spam, clicks, etc).
Pros
Results reporting
Integrated communication
A/B testing
Cons
Overall UI and UX - screens are a bit crowded
Improve integration with other tools
Increase creative options when structuring each communication design
Likelihood to Recommend
Braze is very well suited if you need to create a campaign/strategy that relies on multiple channels - email, MMS, push, etc. Also, its A/B testing setup is very intuitive and easy to check its results. If you have a junior team on your company you might have a hard time with the tool, since I see that the interface is a bit crowded - the learning curve might be slower that you'd imagine.
I utilize Braze across a variety of clients. Each client has specific uses and needs, but overall Braze resolves a problem of too many platforms working across too many channels. With Braze everything can be deployed from one platform and utilizing a cadence that is relevant to the recipients. Braze also solves the problem of data and personalization because their Liquid language can be used in endless ways and data can be stored in Braze or easily connected via connected content, webhooks, integrations or otherwise with numerous data sources. Our scope of use for Braze continues to grow across clients because they are constantly offering more and more.
Pros
Personalization
Triggered communications using logic and AI to reach contacts at the best time and place using the best channel
Offer a robust amount of capabilities within one platform that is constantly getting new features to keep up with technology
Customer service: Braze service can't be beat!! Our Success Manager is phenomenal to work with.
Cons
Their ability to get granular with individual details in reporting could be easier build
Sometimes I get limited on really detailed logic I'm trying to create and need additional selects or extended ability to add more steps to logic
Likelihood to Recommend
Braze is well suited for anyone seeking to tidy up their tech stack to limit platforms, seeking use of multi-channel communications, or leveraging web and app. I don't think there are any specific situations where Braze is not suited for a business, but it is not a platform where you should plan to store conversations or sales details, rather it should connect to those types of systems. Braze offers endless potential and is constantly innovating and upgrading their offerings. I love how easy to use it is and their instruction and training is best-in-class. I'm a HUGE fan of Braze and would encourage everyone to include it as they explore options for their communications needs. If you are looking to be omnichannel, create experience for customers or be able to measure sales and conversions, Braze is for your business!
