#1 most frequent
United States of America
49.1%2,251 installations of 4,587
What is Braze?
Braze is a customer engagement platform that enables relevant and memorable experiences between consumers and the brands they love. With Braze, global brands can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns and continuously evolve their customer engagement strategies.
Categories & Use Cases
Videos
Who Buys & Uses Braze
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
7.5%344 installations of 4,587
#3 most frequent
Canada
6.4%293 installations of 4,587
Pros
- Effective customer journey management and segmentation
- Visual and intuitive campaign canvas builder
- Facilitates highly personalized messaging and audience targeting
Cons
- Reporting capabilities lack sophistication and granular insights
- Perceived high cost, requiring diligent utilization for positive ROI
Braze works for mobile app product-led orgs
Use Cases and Deployment Scope
We use it extensively in 2 main ways:
- standardized automated in-life comms once a user has created an account on our app and started their new customer journey
- designing and deploying multi-touch nurture email outreach campaigns to B2C consumer contacts
- standardized automated in-life comms once a user has created an account on our app and started their new customer journey
- designing and deploying multi-touch nurture email outreach campaigns to B2C consumer contacts
Pros
- Canvas feature has been really good for creating customer journey paths and long-term messaging campaigns.
- They have been addressing feature requests to continue to improve the Canvas feature. One of the simplest but most-handy features is allowing Delay steps wait for a very specific date on a calendar -- so you can plan seasonal campaigns or when you have evergreen-style drip campaigns it allows for avoiding public holidays/etc.
- The catalog feature provides a lot of use-cases and flexibility for personalizing comms or customizing comms for whitelabeled versions of our standard comms (for our B2B2C scenarios).
- We use the catalog as a repository of our B2B2C brand info, messaging customization - it basically allows us to offer a whitelabeled configurable version of our optimized automated in-life comms in the branding of our b2b customers.
Cons
- A master/global exclusion list was 1 weakness of Braze, which they just recently launched a feature for this so is no longer a weakness.
- Their rep support has been inconsistent - we're likely a moderate-tier customer but have had differing SLA fulfillment in our 4 years as a Braze customer.
Return on Investment
- We don't have the greatest comms analytics (outside of Braze) - but we know it has improved our Acquired to Activation rate.
- We don't have the greatest comms analytics (outside of Braze) - but we know it has reduced our Dormant and Churn rates.
- We don't have the greatest comms analytics (outside of Braze) - but it has increased our user acquisition, which any customer email marketing tool should support.
Usability
Alternatives Considered
Intuit Mailchimp and HubSpot CRM
Other Software Used
Holistics, Mixpanel, AppsFlyer, Webflow
Braze Drives Results
Use Cases and Deployment Scope
We use Braze for B2C communications (mainly email & SMS) for brand and shopper marketing across multiple brands. Braze addresses several business problems for us.
1. Personalisation - we tailor messaging based on customer data
2. Unified view of customer - thanks to our integration with Tealium (our CDP), we're able to apply more effective targeting
3. We're able to communicate with our customers on the channels they prefer to be engaged on
1. Personalisation - we tailor messaging based on customer data
2. Unified view of customer - thanks to our integration with Tealium (our CDP), we're able to apply more effective targeting
3. We're able to communicate with our customers on the channels they prefer to be engaged on
Pros
- Multi channel orchestration - build effective journeys across whichever channels we choose to activate (SMS, email, push notifications)
- A/B testing - pretty simple to setup and activate e.g. test subject lines or send times
- Integration with our CDP partner, Tealium - unified view of customer
Cons
- Can be costly pending on your use cases - e.g. predicative AI features can only be unlocked at a significant cost
- Reporting (to date) has been disappointing although I see this is about to change based on the latest roadmap developments
- Consultancy services - consider factoring this in upfront as opposed to an after thought because setup and onboarding can become quite complex if you're new to marketing automation platforms
Return on Investment
- Since moving from our previous vendor to Braze we've definitely seen a shift in engagement metrics across all brands we've setup. Unique Open Rate has increased by 15%, CTOR has improved by 10% and our unsub rate is the lowest it's ever been at 0.07%
- We're onboarded and trained additional marketing people who expressed an interested in wanting to activate their own campaigns
Usability
Other Software Used
Tealium Customer Data Hub, Shopify, Meta Business Suite
My Journey with Braze
Use Cases and Deployment Scope
I use Braze as an all in one customer engagement platform for major touchpoints. This cuts across email marketing, SMS, push notifications, in app banners, content cards all automated through Braze. Before now, this would have to be tracked on different platforms but with Braze, I am able to meet my users where they are, track communications with them with detailed reporting, reduce churn across touchpoints and ensure that a user is engaged throughout their lifecycle.
Pros
- Customer Engagement across various touchpoints
- Detailed and Custom Reporting
- Detailed Automations
- Interactive Landing page set up
Cons
- I would say more flexibility and options with designing emails
- Easier way to bulk unsubscribe users
Return on Investment
- Increased app usage by up to 35%
- Higher conversion rates
- Reduced Churn
Usability
Alternatives Considered
HubSpot CRM, ConvertKit, Zoho CRM and Salesforce CRM Analytics
Other Software Used
Stripo, Canva, Amplitude Analytics
Braze review and why you should use Braze
Use Cases and Deployment Scope
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
Return on Investment
- Braze helps keep customers engaged and in my opinion keeps them subscribed longer
Usability
Alternatives Considered
MoEngage
Other Software Used
Google Drive
Excellent tool for Marketing automation
Use Cases and Deployment Scope
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.
Return on Investment
- From Marketing automation, it saves a lot of time building and creating marketing content and then automating it, so it will save a lot of resource capacity.
Usability
Alternatives Considered
Salesforce Marketing Cloud and Bloomreach - The Agentic Platform for Personalization
Other Software Used
Segments.ai, Databricks Data Intelligence Platform, Movable Ink
