Braze Reviews & Insights

Score8.8 out of 10

194 Reviews and Ratings

#1 most frequent

Information

18.6%

675 installations of 3,630

#2 most frequent

Professional, Scientific, and Technical Services

13.2%

479 installations of 3,630

#3 most frequent

Retail Trade

9.3%

339 installations of 3,630

Overview

Synthesised from 16 reviews

This product assessment synthesizes 16 recent reviews to provide a comprehensive overview of Braze, focusing on its applications, strengths, weaknesses, and overall impact. Braze is primarily used for customer communication and marketing automation, with a strong emphasis on delivering targeted and personalized omnichannel experiences. Users leverage Braze to engage customers across various touchpoints, including email, in-app messages, push notifications, and SMS. A significant portion of reviewers (8 of 16) reported a positive impact on ROI, citing more targeted campaigns and increased customer lifetime value. Braze's strengths lie in its customer journey mapping, segmentation, and cross-channel messaging capabilities. Several reviewers (3 of 16) praised its ability to construct and manage customer journeys, while others (2 of 16) highlighted its segmentation features. The platform's capacity to handle email, SMS, and push notifications in a unified manner was also noted as a strength (2 of 16). However, some reviewers (4 of 16) expressed concerns about reporting and analytics, citing a need for modernization and simplification. Others (2 of 16) found the user interface outdated or complex, and a few (2 of 16) mentioned difficulties in campaign setup and management. Overall, Braze offers a valuable solution for organizations seeking to enhance customer engagement and drive ROI through targeted communication and marketing automation. While the platform demonstrates strength in customer journey management and cross-channel messaging, potential buyers should carefully consider the reported challenges related to reporting, user interface, and campaign setup.

Pros

Customer journey mapping capabilities facilitate personalized customer experiences.
Segmentation features enable targeted messaging and campaign optimization.
Cross-channel messaging capabilities unify communication across email, SMS, and push notifications.
Positive impact on ROI reported by a majority of users (8 of 16), attributed to targeted campaigns and increased CLTV.
Improved customer engagement through easier navigation and increased user confidence.

Cons

Reporting and analytics require modernization and simplification, according to several reviewers (4 of 16).
User interface and experience perceived as outdated or complex by some users (2 of 16).
Campaign setup and management can be difficult due to complex navigation (2 of 16).
Potential for increased costs, requiring careful utilization to realize a positive ROI (2 of 16).

What positive or negative impact (i.e. Return on Investment or ROI) has Braze had on your overall business objectives?

From 16 reviews

Summary

This report analyzes 16 recent reviews to assess the impact of Braze on business objectives. Reviewers most frequently cited improvements to return on investment (ROI). Specifically, 8 of 16 reviewers mentioned positive impacts to ROI, which they attributed to more targeted campaigns, increased customer lifetime value (CLTV), reduced churn, and revenue generation. However, 2 of 16 reviewers noted increased costs associated with the platform, suggesting that careful utilization is needed to realize a positive ROI. Improved customer engagement was also noted by 5 of 16 reviewers, who cited easier navigation and increased user confidence as contributing factors.

Top Quotes

Improved ROI

“We see positive retention numbers, again supporting that the personalisation we're delivering via Braze is making our customers return and drive CLTV.”

Customer Engagement

“We get great results fom our happy customers after we use the product for them”

Increased Costs

“Higher Tool costs”

Describe how you use Braze in your organization. What are the business problems the product addresses and what is the scope of your use case?

From 16 reviews

Summary

This report synthesizes 16 recent product reviews to understand how users employ Braze within their organizations, focusing on the business problems it addresses and the scope of its use cases. A primary application of Braze, mentioned by 10 reviewers, is customer communication. Many reviewers (6) also cited its utility in marketing automation. These functions often overlap, as Braze's communication features facilitate marketing efforts. Reviewers highlight Braze's capacity to deliver targeted and personalized communications across various channels, including email, in-app messages, push notifications, and SMS. This omnichannel approach aims to enhance customer engagement throughout the customer lifecycle. Several reviewers appreciate Braze's ability to automate marketing campaigns and nurture leads, indicating its role in driving customer retention and repeat behavior.

Top Quotes

Customer communication

“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.”

Marketing automation

“We are using Braze to automate emails and campaigns.”

Please provide some detailed examples of areas where Braze has room for improvement.

From 16 reviews

Summary

This report synthesizes 16 recent reviews to identify areas where Braze users see room for improvement. Several reviewers mentioned challenges related to reporting and analytics. Specifically, 4 of 16 reviewers cited a need for modernization, simplification of metric definitions, and greater clarity in reporting, with some desiring native BI and analytics functionality. Two reviewers found the user interface and experience to be outdated or complex. Campaign setup and management was also mentioned as an area for improvement by 2 of 16 reviewers, who cited difficulty navigating between canvases and a complex campaign setup process. These points indicate opportunities for Braze to enhance its platform based on user feedback.

Top Quotes

Reporting and Analytics

“The after reporting could use some modernization”

User Interface and Experience

“UI/UX is a little outdated”

Campaign Setup and Management

“It's difficult to navigate between canvas's quickly.”

Please provide some detailed examples of things that Braze does particularly well.

From 16 reviews

Summary

This synthesis examines 16 recent product reviews to identify aspects of Braze that users highlight as particularly strong. A few reviewers specifically praised Braze's customer journey mapping (3 of 16 reviewers). Further, the reviews touched on segmentation and cross-channel messaging capabilities. While the review volume limits strong conclusions, these capabilities appear central to the platform's perceived strengths. Specifically, reviewers appreciate the ability to construct and manage customer journeys within Braze. The platform's segmentation features were also noted by 2 of 16 reviewers. Braze's capacity to handle email, SMS, and push notifications in a unified manner was mentioned by 2 of 16 reviewers, suggesting that its cross-channel capabilities are a notable strength.

Top Quotes

Customer Journeys

“Personalisation Segmentation Customer Journey through Canvas.”

Segmentation

“Orchestration AB Testing Segmentation”

Email, SMS, Push

“Sending push notifications. Sending In App Messages. Sending emails.”

Reviews

144 Reviews

Easy to use easy to measure ROI.

Rating: 9 out of 10

Incentivized

June 30, 2025

Use Cases and Deployment Scope

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.

Verified User

Director in Information Technology (10,001+ employees)

Vetted Review

3 years of experience

Braze Review

Rating: 8 out of 10

Incentivized

June 25, 2025

Use Cases and Deployment Scope

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.

Verified User

Employee in Marketing (1001-5000 employees)

Vetted Review

1 year of experience

A powerful marketing automation tool with few trade offs.

Rating: 8 out of 10

Incentivized

June 23, 2025

Use Cases and Deployment Scope

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.

Verified User

Employee in Marketing (5001-10,000 employees)

Vetted Review

1 year of experience

A top notch Customer Engagement Platform

Rating: 9 out of 10

Incentivized

June 19, 2025

Use Cases and Deployment Scope

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.

Verified User

Director in Corporate (5001-10,000 employees)

Vetted Review

9 years of experience

Using Braze to reach the right app users at the right times

Rating: 10 out of 10

Incentivized

June 13, 2025

Use Cases and Deployment Scope

We use Braze for in app communication through dynamic and personalized in app messages, push notifications, and now content cards with feeds in multiple places. We love the dynamic timing of when to send a message and also the audience refinements. This plus the ability to A/B test messaging makes Braze our go to communication hub.

Pros

Event based messaging
Personalized audiences and messaging
Workflows
A/B testing communication

Cons

Reporting clarity
Refining ingested events
Easier multi-channel communication syncing

Likelihood to Recommend

It is wonderfully suited for getting communication out to your audience. It can also get simple information from your users, like preferences or emails. However, it does not do forms or surveys well, especially if you want open ended communication.

Verified User

Team Lead in Product Management (501-1000 employees)

Vetted Review

3 years of experience

A Mobile-First Engagement Platform That Delivers

Rating: 8 out of 10

Incentivized

May 14, 2025

Use Cases and Deployment Scope

We use Braze primarily to create and deliver targeted communications through content cards, enabling personalized and timely engagement with our users. Braze helps us solve the challenge of reaching the right audience with the right message at the right moment. By leveraging its segmentation and personalization capabilities, we're able to drive user engagement, increase retention, and support key business goals across lifecycle marketing. Our use case focuses on owned channels, particularly in-app messaging, to deliver contextual content that aligns with user behavior and preferences.

Pros

Simplify the ability to segment placements
Diversify our strategies in innovative ways
Providing us advance targeting capabilities that help us provide more strategic opportunities for our partners

Cons

More automation would be helpful for setting up geo-targeting
Simplify reporting metric definitions
Regular bugs occur delaying content set up

Likelihood to Recommend

Utilizing Braze for user onboarding activation is ideal, for example when a new user signs up but hasn’t completed identity verification or added a payment method, Braze can send a series of nudges via email, SMS, and in-app messaging. Braze is not ideal for highly regulated financial communications. hese require stringent compliance and audit trails, which may be better handled through core banking systems or platforms built for financial record-keeping

Verified User

Contributor in Marketing (201-500 employees)

Vetted Review

1 year of experience

Advanced and user-friendly customer engagement platform

Rating: 10 out of 10

Incentivized

May 14, 2025

Use Cases and Deployment Scope

I use Braze primarily for engagement marketing campaigns via email, push notification, in-app message, SMS, and content card. These campaigns are meant to encourage our customers to engage more with features of our digital farming platform called "FieldView", and ultimately use it to capture planting, spray application, and harvest data.

Pros

Multi-channel campaigns
Content personalization
Customer journey

Cons

Allow users to share email campaigns via URL as MailChimp does

Likelihood to Recommend

Braze is great for scenarios like multi-step/multi-channel onboarding campaigns to ensure that your new users go through all the necessary steps. Also, with channels like content card, it's great for promoting features, discount offers, or events for a certain period (up to 30 days) directly in your platform's app.

Verified User

Employee in Marketing (501-1000 employees)

Vetted Review

4 years of experience

Best in class tool for delivering personalized communications at scale

Rating: 10 out of 10

Incentivized

May 14, 2025

Use Cases and Deployment Scope

I've used Braze at three employers and it remains my favorite marketing automation platform despite two RFPs. We use it for delivering personalized scheduled and triggered marketing and servicing/transactional messages to our customers. It is our primary customer-facing notification tool.

Pros

Message deployment
Customizability & personalization
Ease of use
Marketer-friendly

Cons

Native BI & Analytics functionality

Likelihood to Recommend

I think Braze is best-in-class for delivering personalized messaging at scale across multiple mediums.

Verified User

Director in Marketing (201-500 employees)

Vetted Review

5 years of experience

If you can afford it - go for it

Rating: 10 out of 10

Incentivized

May 13, 2025

Use Cases and Deployment Scope

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.

Nick Rokitta

Sr. Marketing Automation Manager in Marketing at Statista GmbH (1001-5000 employees)

Vetted Review

1 year of experience