Braze is a one-stop platform for us to engage our customers on different channels at the right place and time. It helps us orchestrate our campaigns with the marketer-friendly UI, which increases the efficiency of teams.
Pros
Marketer friendly UI for orchestration.
Good repository of documentation for learning.
Multiple channels and integrations available.
Cons
I've seen teammates lose their work because the save button is not on the message edit page or other editing pages. Perhaps a button to consider instead of "done".
Likelihood to Recommend
Braze is well-suited if the company has sufficient and quality data and infrastructure to personalise customer engagement. For companies that lack IT support, it might be challenging to get innovative use cases up and running.
VU
Verified User
Consultant in Marketing (Marketing & Advertising company, 51-200 employees)
Before implementing Braze, we didn't have a consolidated system for user engagement -- we were using a mix of Amazon SES and Firebase. With the introduction of Braze, the marketing team can plan comprehensive campaigns without involving the development team, which has greatly streamlined the workflow.With Braze, we are also able to target and optimize new KPIs related to engagement and monetization that were previously difficult to target. With its personalization tools, our messaging is effective in impacting our users the way the marketing team is looking for.
Pros
Easy to understand UX
Integrated platform for all channels
Cons
More nuanced channel triggers
Organizing custom attributes better
Likelihood to Recommend
There is a reason why Braze is the biggest company in this space. As a team starting out our engagement and CRM process, using the breadth of Braze's resources helped us to implement new campaigns rather easily.
VU
Verified User
Manager in Marketing (Information Technology & Services company, 11-50 employees)
I've used Braze in my past and current job as a way to communicate/ resolve issues for our customers. Braze helps identify marketing tools and allows me to resolve customer issues by looking for their codes, past emails they may have missed.
Pros
helps me evolve and keeps me learning new tools to better help my customers
keeps the customer engaged with the content we provide/ marketing emails to receive birthday codes and updates
Cons
Braze could limit the amount of marketing emails (this is feedback from our customers)
as far as the level of ease it took me some time to navigate Braze's website, however, with time I've found it to be easy to learn
Likelihood to Recommend
I like Braze and everything it offers. I've recommend Braze to many of my co-workers and find it be to a very useful tool for me and my customers. I like how easy it is to learn and our customers can get all the information they need from it which is always amazing. Makes it stress free for both myself and the customer.
We help organizations implement and adopt Braze platform.
Pros
Great Marketing orchestration tool if executed properly
Easy to use for Marketers
Braze SDK help create the seamless engagement with the customers
Cons
For more complex use cases, it becomes a bit difficult to use the tool, even though you can use Liquid. It still requires a lot of work to be able to create complex marketing programs.
Likelihood to Recommend
In general, it is a very good and user friendly platform, which will cover most of the business's marketing requirements.
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 (Marketing & Advertising company, 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.
VU
Verified User
Manager in Marketing (Design company, 5001-10,000 employees)
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.
VU
Verified User
Employee in Marketing (Information Technology & Services company, 201-500 employees)
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.
VU
Verified User
Team Lead in Marketing (Information Technology & Services company, 5001-10,000 employees)
