Braze Reviews

The main goal of using Braze in my daily work is to help developers build newsletters, push notifications, and in-app messages.

A specific example of how I use Braze for push notifications is when a customer goes to a restaurant and makes an order in real-time. It is expected that they receive a push notification to engage them to make another purchase. For instance, if a customer buys a Big Mac, we want to engage them to buy a sundae for dessert, so we are trying to get a second customer order.

I really appreciate the opportunity to build templates in HTML with Braze because we can have the flexibility to build anything instead of just using the fixed templates offered by the tool.

The flexibility with HTML templates helps our team by allowing us to build something more beautiful or more attractive to customers, and we can track clicks and user engagement better through email newsletters.

When we conduct data analysis with Braze, we can analyze via a heat map where customers click the most.

Braze is an excellent tool that covers my main use case.

Braze could improve the data analysis capabilities. It is very important to build the communication and send it, but afterwards, the marketing team wants more data and more information about the impact of the campaign, and it is somewhat difficult to see it. Of course, there are the standard metrics, and we can develop additional analysis via a query, but we cannot see everything there.

I remember that I tried to conduct some data analysis via query using Snowflake tables, and it was not possible to see data using custom attributes, only custom events.

I understand that Braze is one of the most important tools for customer engagement, but there are a few things that could improve, as I mentioned, for data analysis.

I have been working with Braze since 2021, so I would say five years.

Braze is really stable, and when an issue is happening, they are very good at informing in real-time about the problems and the alerts.

Braze can handle growth and larger campaigns easily. We used to send newsletters to around eight million users, and you just need to take care to send in a scaled way, not to send to everybody at the same time.

We can contact Braze customer support via chat, via ticket, or even in the biweekly meeting of thirty minutes, and they are usually very helpful with good answers or even presentations to solve our problems.

It is important to remember that we use Braze with customer data, so if your customer data is not stable and there is a breach of customer private data like name and email, it is not possible to build good content with Braze because it is interesting to create something very customized. I would rate this review an eight out of ten.

My main use case for Braze encompasses mobile marketing campaigns, customer engagement, and additional capabilities. I manage marketing automations in the CRM space, so I leverage it for all its capacities such as desktop, emails, and in-app push notifications.

A specific example of a campaign I managed using Braze is a welcome flow when someone signs up to receive promotions by providing their email on our company website.

The best features Braze offers in my experience are marketing executions and good analytics. Both the dashboards and reporting stand out to me. Braze has positively impacted my organization by becoming our new CRM tool, allowing various other people without technical skills to use it, reducing workload and the review process when it comes to execution with the help of design and content writers.

It has reduced workload by building the review process as part of the feedback process so that content writers write directly into the tool instead of into other documentation and copying over. Designers upload, and I was able to touch it at the very end to execute.

Braze is a pretty good tool and currently I do not feel there are any improvements to suggest. I have no feedback at this moment.

I have been using Braze for two to three years, on and off. I used it in 2020 and then again last year.

I find Braze's accuracy and reliability of output to be pretty decent since I have never had an issue.

My advice to others looking into using Braze is that the academy is really good, and they should leverage the account management, the service teams, and the customer success teams since they are really good at problem-solving.

An alternative I consider for my main use case is a customer data platform, so I leverage Braze as another piece of information on how the customer performs with the availability of other metrics that it records.

On a scale of 1 to 10, I would rate Braze a nine as I would definitely recommend it, especially if businesses have an app. Outside of that, I think the price is pretty pricey, so there are cheaper options, but if I am a multimillion-dollar business with an app, I think Braze is number one. I choose a nine simply as my ranking since I do not give anything perfect.

Regarding Braze's AI capabilities, I know very little about it, but it appears pretty cool. I think once issues or problems arise in the future, that may change my opinion, but right now it is usable. I rate this review a nine overall.

Public Cloud

Other

My main use case for Braze is for a client called RBI, the owner of Burger King and Popeyes. For RBI, we are operating journeys and campaigns that are multi-channel, along with automations, personalization, and all types of campaigns.

Compared to other tools and platforms, Braze is very friendly for building automations, and this is the biggest advantage I see. The integration is very easy also, as Braze is integrated with the app and other data sources. Braze has positively impacted my organization by enhancing engagement, conversion, sales, and customer lifecycle.

I find the accuracy and reliability of Braze's output to be very good, very effective, and it helps tremendously.

Braze could improve the use of AI agents in the tool, as we currently have AI only in a few features such as copywriting, but we cannot build journeys with an AI agent supporting the process. They could improve modeling what they have available regarding propensity to buy or behaviors. What keeps it from being a ten is the capability to have an AI agent support the journey construction.

I have been working in my current field for five years.

I have not encountered any issues with Braze's stability, as there are no issues with downtime or reliability.

Braze is very easy to scale and can handle increased users or campaigns easily.

The customer support is good; they are responsive and helpful, providing training when needed and allowing us to include support tickets if we have any doubts. I rate Braze's customer support a ten.

I previously used Salesforce Marketing Cloud, but I prefer Braze because I think the tool is more friendly, easier and faster to learn, and has good functionality.

While I cannot share numbers, I find that the campaigns are representative in revenue. I think we could take advantage of the velocity in campaigns and get more engagement, increase the frequency of purchase, and increase the ticket value.

Before choosing Braze, I considered Salesforce Marketing Cloud before deciding on Braze.

I would recommend Braze as I think it is a very good tool with good support and a good cost structure. I rate this product a nine overall.

Private Cloud

Other

My main use case for Braze involves making campaigns through Canvas. Based on campaigns and Canvas, I create CRM campaigns according to specific scenarios.

A specific example of a campaign I created with Canvas stands out because the greatest strength of Braze is that you can make campaigns and Canvas based on really specific scenarios that you hypothesize or want to test. I have also used many different CRM tools besides Braze, and I think that is the biggest strength of Braze. I am really satisfied with these features.

Braze can also be used as a partially user management database. While CRM tools typically have more synergies with product analytics tools, Braze itself has certain user management functions. At one of my former companies that used Braze, there were no product analytics tools available, so Braze was useful in that capacity.

The best features Braze offers are definitely the automation based on campaigns and Canvas.

The automation and Canvas features helped me by making it easier to execute the campaigns I plan. When planning campaigns based on scenarios, the process usually requires extra steps to create a proper sequence from the scenario. With Braze, I can translate my imagined scenarios directly into actual campaigns much more easily.

Thanks to Braze, I could make proper CRM scenarios and campaigns where everyone can directly understand the circumstance just from the campaign structures. This gives me an advantage because everyone can understand how I work, what I expect from a certain scenario, and how to evaluate it.

I have not used Braze for the past two years, so I am not aware of how Braze has improved recently. Nowadays, AI functions are becoming mandatory for all SaaS products. If Braze plans to integrate AI features into the current structure, or if they have not already done so, it might be more important. For example, if I could simply order scenarios using natural language, and Braze would automatically create campaigns or Canvas with events structured exactly as I want, that would be valuable.

I chose a rating of eight because I am mostly satisfied with all the features of Braze. However, I did not give a ten because of the gap between these two ratings. I am not sure if this is a natural characteristic of CRM tools, but onboarding Braze into an organization requires significantly more effort.

I have been using Braze in two different companies for around three years.

Braze is quite stable.

The customer support was really satisfactory.

I previously used different solutions which were in-house programs and OneSignal. I changed because Braze's features and functions are more powerful than the previous ones.

I have seen a return on investment because, except for the onboarding sessions, running Braze only requires one or a couple of people to manage the whole CRM systems of an organization. This is really useful, and ROI can be calculated based on that.

There were no other options before choosing Braze.

If you really want to make a certain and concrete messaging system, especially for CRM messaging, Braze would be the best option in this field. I gave this review a rating of eight.

Private Cloud

I am using Braze primarily for the CRM system, especially for customer service and ticketing.

I am using Braze for my sub-brand called OLX Mobi for retargeting.

I am using Braze for analyzing data on user behavior, tracking user interactions, and checking their best time for conversion.

The best features Braze offers are their journey flows.

I appreciate Braze's journey flows for their ease of use and flexibility.

I love Braze for their retargeting and automation because their automation tracks down user behavior in near real-time, allowing us to convert users based on their trigger actions.

Braze gives me a better ROI, especially regarding manpower, because within Braze, I can get one single software to track down behavior across all platforms.

For the fewer employees needed, the job that was previously done by two junior CRM staff now only requires one junior CRM specialist instead of three.

Braze needs to provide local support, especially for Indonesia, so we can discuss local context more effectively.

I have never used the AI capabilities; however, regarding AI accuracy, I believe Braze needs significant improvements because sometimes the copy is not very human-like and appears somewhat robotic.

I have been using Braze for about one year.

Braze is already doing great with their security because they have a lot of security certificates.

If you have a chance, you should try Braze because, among CRM systems, I believe Braze is one of the best in terms of UI and UX, especially for newbies. New users in the CRM field will adopt Braze faster than other CRM tools.

I chose a rating of eight out of ten because Braze has a better UI and a more superior user experience than similar software. I would rate Braze an eight on a scale of one to ten.

Public Cloud

Amazon Web Services (AWS)

Braze is used primarily for customer engagement and marketing automation workflows as an essential tool for engaging customers.

Multiple customer journeys are created across different life cycle stages using Braze. When a new user comes onto the platform, Braze is used to send outbound communication in terms of email, push notification, WhatsApp, in-app engagement, and on-site engagement. Braze serves as a substitute for the CDP since the organization did not have a CDP, allowing for the creation of relevant segmentation. The website, app, and all real-time events flow into Braze, which is then used to create relevant segments. Braze is treated as a primary tool for segmentation at an organization level, and it is also used to create custom audiences for running multiple paid campaigns for retargeting. Many streams are connected to consume the segments created over Braze for product A/B testing and other purposes. Braze has been integrated with Amplitude, which helps run product experiments.

The organization switched from CleverTap to Braze because something much more stable was needed. CleverTap had numerous stability issues, and the tech team did not support using it anymore. Additionally, the engineering and product teams faced constraints due to inaccurate outputs.

Braze offers many great A/B testing capabilities that are leveraged to give different treatment to different user groups within the platform. This helps optimize relevant communication for each user group within the platform. The primary limitation felt is in terms of product analytics within Braze. Without Amplitude, Braze alone would not be sufficient for the requirement of both engagement and analytics. However, Braze is a very stable and great customer engagement product.

When creating customer journeys within Braze, the amount of flexibility that Braze offers stands out. Having used WebEngage, MoEngage, CleverTap, and Salesforce Marketing Cloud in the past, the options that Braze offers within Canvas to break down a segment into multiple cohorts and then give different treatment to those cohorts within the flows are very interesting. Many versions of a single flow are created with Braze, which helps give different treatment to different consumer groups within a single workflow. The process is executed well in Braze, so multiple flows do not have to be run for multiple use cases, unlike with other platforms such as MoEngage, where the versioning of flows is not as strong.

Braze has all the relevant messaging channels, starting from outbound channels to in-funnel engagement. The one limitation felt is in terms of WhatsApp; third-party platforms must be used to get templates whitelisted, whereas with certain other platforms, this can be done within the platform itself. The cards offered for in-app engagement are really appreciated, which have many flexible options. Braze is a very stable platform with no complaints regarding stability. The email creator and the template creator are also very flexible.

Braze helps the organization significantly, as incremental revenue coming through all outbound communications is measured. Only the incremental conversion is counted as the true revenue generated by the platform, and based on that, the ROI is calculated. Braze has great features for setting up control groups at specific nodes for specific flows or overall across the platform. This flexibility enables measurement of the true impact of whatever is being done through Braze and identification of the incremental revenue brought in. The usefulness of Braze to the organization is evaluated based on whether the true incremental revenue justifies continued investment in the existing CRM platform or if a better CRM solution is needed.

Every customer journey run measures the incremental uplift against the control group defined in Braze. For example, cart abandonment contributes to thirty percent of overall attributed bookings from CRM. If five percent represents the true incremental uplift or even two to three percent is what can be converted additionally, that reflects the CRM's contribution to converting those incremental users. The same approach applies to user onboarding and customer reactivation. When measuring against the control group defined in Braze, even with branching in different nodes, the control group sanctity remains consistent. This allows measurement of the true impact of customer journeys because control group users receive no communication out of the defined nodes. Thus, each journey or flow contributes to significant differences.

Braze has good connector capabilities, and it also has the MCP connector to support different AI platforms. There is no need for more plugin-based integrations because Braze offers many more integrations compared to similar competition in the region.

Braze is not a very strong analytics platform. Amplitude continues to be needed as a layer to fulfill product analytics capabilities. Other platforms have superior analytical capabilities for building cohorts, funnels, and analyzing event attributes, which are lacking in Braze and could be developed further. While Braze is very stable and excels in customer engagement and segmentation capabilities, there is room for improvement in analytics.

The primary limitation felt is in terms of product analytics within Braze. Without Amplitude, Braze alone would not be sufficient for the requirement of both engagement and analytics. This is an area where improvement can be made. However, Braze is a very stable and great customer engagement product.

The one limitation felt is in terms of WhatsApp; third-party platforms must be used to get templates whitelisted, whereas with certain other platforms, this can be done within the platform itself.

Braze has been used for more than two years, specifically two and a half years, during eight years of relevant work experience.

Braze is stable.

Braze's scalability is pretty scalable.

Customer support is adequate.

The organization switched from CleverTap to Braze because something much more stable was needed. CleverTap had numerous stability issues, and the tech team did not support using it anymore. Additionally, the engineering and product teams faced constraints due to inaccurate outputs.

Regarding pricing, setup cost, and licensing, Braze is comparatively on the expensive side compared to the competition.

The exact comparison has not been measured, but because the organization is a single brand organization, Braze is compared not with Salesforce Marketing Cloud or Adobe Campaign Manager but with Insider, Bloomreach, or MoEngage, and Braze feels pricier than the rest.

Options were evaluated before selecting Braze, including Insider, MoEngage, Bloomreach, and Blue Shift.

My advice for others looking to use Braze is to go ahead; it is one of the best marketing automation or customer engagement platforms available in the market. It is a good platform to onboard.

Braze's scalability is pretty scalable.

Customer support is adequate.

When creating customer journeys within Braze, the amount of flexibility that Braze offers stands out. Having used WebEngage, MoEngage, CleverTap, and Salesforce Marketing Cloud in the past, the options that Braze offers within Canvas to break down a segment into multiple cohorts and then give different treatment to those cohorts within the flows are very interesting. Many versions of a single flow are created with Braze, which helps give different treatment to different consumer groups within a single workflow. The process is executed well in Braze, so multiple flows do not have to be run for multiple use cases, unlike with other platforms such as MoEngage where the versioning of flows is not as strong.

I rate Braze an eight because it is a great platform that is user-friendly and very stable. The product keeps evolving based on the needs of marketers.

Public Cloud

Google

My main use case for Braze was to make near-real-time events and Canvas, so in OLX, we could communicate with the users approximately 15 minutes after they realized the events, whereas when we used Salesforce, we could only communicate with users after one day of the event.

A quick specific example of an event where I used Braze to communicate with users in near-real-time is cart abandonment, specifically with goods products and cars and real estate.

We used events such as reply, ad views, and the keywords that users used in the search bar that we could not use before, so we used many new events using Braze.

The best features Braze offers in my experience include Canvas, where we can create flows, the AI system Braze has, and the dashboards.

We use Canvas to create flows and communicate with the user in an intelligent and clever way, so we could use many channels to communicate with the user at the best time and try to reach the user with the best channel. The AI system is good for creating new copies and templates, where we just write a prompt and the AI gives many ideas, so we do not need to develop by ourselves or call a copywriter.

Regarding the features, I could also mention that we could write a prompt to the AI to develop Canvas by itself, so we could just explain how we need Canvas to work and Braze sets everything for us.

At OLX, Braze helped our team reach our goals, and I have seen improvements in engagement rates such as CTR and open rates on emails and push notifications, along with an improvement in conversion rates using Canvas and communications in near-real-time.

I think Braze can be improved by delivering new AI tools, and it could also provide options where we could see how the contract is progressing each month without needing to ask the sales person.

One improvement I think Braze could implement is to provide more user analysis, such as using RFM, and provide new strategic reachability to the channel, so we could define how many push notifications and emails we want the user to receive each day, week, or hour.

I have used Braze for around one year.

4

I advise others looking into using Braze to test it out, to call a sales person, and to try to use the Braze learning path, as it should be useful to them in studying Braze and identifying opportunities for their company. I give this review a rating of 8.

Public Cloud

Amazon Web Services (AWS)

My main use case for Braze is sending campaigns. There are several campaigns that I send every week, so I cannot give you just one. We usually send campaigns for sales, promotions, and new products when they are launched.

We also use journeys and flows in Braze, but I forgot the name in Braze. Automatic campaigns, let's say it that way.

Braze offers Canvas, which allows me to have different versions of the same code. In that way, I can clone a campaign and use the same Canvas if I prefer it. This is very helpful.

Canvas helps with my workflow and productivity because we usually have a lot of edits, designs, and duplicated campaigns, such as repurposed campaigns. I do not have to go back to a certain campaign. I just have to look for the Canvas, and then I can use it. I can reuse all the information about the Canvas.

Braze has positively impacted my organization because we appreciate all the features that our client pays for, which helps us improve their marketing engagement by having very good numbers regarding the amount of sendings every month, the amount of contacts that we can have, and so on.

We mainly check the clicks as a specific metric or outcome we have seen as a result of using Braze. All our campaigns have promotions in the link. Every time someone clicks on the link, a coupon is applied. That is what we use. We want to see the engagement of our audience clicking our links and our promotions.

Braze can be improved by having an easier login method. I will not add more about the needed improvements.

I have been using Braze for three years.

I think Braze is stable. I have not seen it offline.

Braze's scalability is something I am not sure about because we use it on our computers, so I'm not sure how it works on phones.

We have not used Braze's customer support. I do not know how to describe Braze's customer support because we have not used it.

I previously used Klaviyo before Braze, and we switched to Braze because it is less limitless.

I have no comments on my experience with pricing, setup cost, and licensing because I do not do the billing in my company.

I am not sure if my company has a business relationship with this vendor other than being a customer.

I have no comments on whether I have seen a return on investment with Braze because I'm not in charge of that.

Before choosing Braze, we evaluated Iterable, but our client would rather stick to Braze.

My advice to others looking into using Braze is to get a marketing agent first because Braze can be sometimes very scary regarding how intuitive the system works. An email marketing agent should find it pretty easy to get on to it and understand how to use it properly.

Private Cloud

Other

My main use case for Braze is CRM and lifecycle marketing. I created and managed targeted customer journeys, segmented users based on their behavior and engagement, and sent personalized email and other communications. I also used it for campaign testing and performance tracking to improve engagement and conversions.

One thing I have found particularly useful with Braze is the ability to combine behavioral data with segmentation to make campaigns more relevant, rather than sending the same message to everyone. I have also used testing and reporting to identify which messaging and timing perform better, and then optimized the customer journey accordingly. A challenge I worked on is reducing overly broad communication and ensuring customers receive messages based on their actual engagement. By refining segments and using behavioral triggers, I can make the communication more targeted and reduce unnecessary messages while improving engagement.

I would say the strongest features are Canvas for building and automating customer journeys, the flexible segmentation, and the cross-channel messaging capabilities. I particularly appreciate how you can react to real-time customer behavior and use that information to personalize the next step in the journey. The experimentation and reporting are also very useful because you can A/B test messaging, timing, and different journey paths, then use the results to optimize campaigns. I also think the AI capabilities are becoming an important strength, especially for personalization and decisioning. Overall, I appreciate that data orchestration, messaging, and analytics are brought together in one platform.

Canvas is one of the strongest parts of Braze because it makes complex customer journeys quite easy to visualize. I appreciate being able to combine triggers, delays, behavioral conditions, branching, different channels, and testing within the same journey. Compared with other journey builder tools I have worked with, Braze feels particularly strong for real-time behavior-based orchestration rather than just scheduled campaigns. On the AI personalization side, I think the biggest opportunity is moving beyond basic rule-based segmentation toward truly individual decisioning. Braze AI can help determine things as the most relevant content, channel timing, or offer based on customer behavior, which can make personalization much more scalable. I would still want strong governance, clear guidelines or guardrails, and measurement around those AI decisions, but I think the potential is very strong.

The analytics are another strong feature because you can look at campaign and journey performance across channels and connect that back to business outcomes rather than just looking at opens or clicks. The ability to compare variants and understand where customers drop off is especially useful for continuously improving journeys. I also think Braze does cross-channel messaging particularly well. Having email, SMS, push, in-app, and other channels connected within the same journey makes it easier to create a consistent customer experience and choose the right channel based on customer behavior. For me, that combination of real-time data, journey orchestration, cross-channel execution, and analytics is what really differentiates Braze from more basic marketing automation tools.

The biggest positive impact has been making marketing, CRM, and lifecycle marketing more targeted and scalable. Instead of relying mainly on broad campaigns, I can use customer behavior and engagement data to create more relevant segments and automated journeys. I have also noticed that it makes the team more efficient because journeys can be automated and monitored in one place, while the analytics and experimentation help us continuously improve campaigns. Overall, I would say the main improvements are better personalization, more consistent customer engagement, and less manual work for the marketing team.

One area I think Braze could improve is reporting flexibility. The analytics are strong, but for more detailed analysis or very specific reporting requirements, you can sometimes need additional workarounds or external tools. It would be helpful to have even more flexibility to drill down into individual steps of a journey and build highly customized reports. I would also say there is a learning curve with some of the more advanced features, particularly segmentation, liquid, and more complex personalization. The platform is very powerful, but better guidance and simpler workflows for those advanced use cases would make it easier for new users to get up to speed. Overall though, I see these as areas for improvement rather than major weaknesses. The flexibility is one of Braze's strengths, but it also means there is quite a lot to learn.

I think the integrations are generally strong, but I would prefer to see even more plug-and-play integrations and simpler setups for connecting data sources, especially for teams that do not have a lot of technical resources. I would also improve the usability of some advanced features. Braze is very powerful, but things as complex Canvas journeys, liquid, and advanced segmentation can have a learning curve. Making those areas more intuitive with better error messages and easier troubleshooting would make the platform more accessible. In terms of customer support, my experience has generally been positive, but I think having more immediate guidance for smaller technical issues would be valuable.

One additional improvement I would like to see is making the platform easier to manage at scale. As the number of campaigns, segments, and Canvas journeys grows, it would be helpful to have stronger tools for organizing, searching, and maintaining them. I would also prefer more visibility into AI decisions and recommendations so marketers can easily understand why a particular recommendation was made and measure its impact. Beyond that, I think Braze is already a very capable platform. Most of my suggestions are about making the experience simpler, more transparent, and easier to manage as an organization grows.

I have been using Braze for almost two years.

I find Braze to be stable and reliable for day-to-day CRM and lifecycle marketing. I have not experienced frequent downtime or reliability issues that significantly disrupted our campaigns. I would not say any cloud platform is completely immune to outages. However, I would rate its reliability highly for a platform that handles real-time customer communication, and stability is very important. My experience has generally been positive.

I would say scalability is definitely one of Braze's strengths. It is designed to handle a very large customer base and high volumes of real-time data and messaging without requiring the marketing team to completely change its approach as the business grows. I have not personally managed Braze at an extremely large enterprise scale, so I would not claim a specific performance figure from my own experience. However, based on the platform capabilities and the volume Braze reports processing, I would consider its scalability very strong.

I have had a generally positive experience with Braze customer support. When I needed help, the support team was responsive and helpful, particularly with technical questions or troubleshooting issues. I also appreciate that the platform has a strong knowledge base and resources, so not every question requires contacting support. One area I would improve would be getting faster, more immediate guidance for smaller technical issues, especially when working with a complex integration and advanced Canvas setup. Overall, I would say customer support is a strength of Braze, and I have been satisfied with the level of assistance available.

Before Braze, I used other CRM and marketing automation tools, but the main reason for moving towards Braze was the need for more sophisticated lifecycle orchestration and cross-channel personalization. The previous approach was more limited when it came to real-time behavioral triggers, complex customer journeys, and coordinating multiple channels. Braze gave us more flexibility to build those journeys, experiment with different approaches, and use customer behavior to make communication more relevant. The main reason for the change was scalability and the ability to create a more personalized customer experience rather than simply replacing one campaign tool with another.

Before selecting Braze, we looked at a few alternatives, mainly Iterable, Salesforce Marketing Cloud, Adobe, and platforms as MoEngage and CleverTap. Iterable was probably one of the closest comparisons because of its cross-channel journeys, orchestration, and segmentation capabilities. The decision ultimately came down to Braze being a strong fit for real-time customer engagement, behavioral segmentation, and cross-channel journeys.

I would say there has been a positive return, mainly through higher campaign efficiency, better targeting, and reduced manual work. I do not have verified internal return on investment figures in front of me, so I would not want to give a percentage or monetary amount that I cannot substantiate. The clearest benefit I have seen is time saved through automation, segmentation, journey execution, testing, and reporting that can be handled much more efficiently. This allows the team to spend more time on strategy and optimization rather than manual campaign work. I also saw improvements in engagement and conversion when I used more targeted behavior-based journeys.

Before selecting Braze, we looked at a few alternatives, mainly Iterable, Salesforce Marketing Cloud, Adobe, and platforms as MoEngage and CleverTap. Iterable was probably one of the closest comparisons because of its cross-channel journeys, orchestration, and segmentation capabilities. The decision ultimately came down to Braze being a strong fit for real-time customer engagement, behavioral segmentation, and cross-channel journeys.

My main advice would be to be clear about what you want to achieve before choosing Braze. It is a powerful platform, so I would recommend starting with a few important customer journeys and business goals rather than trying to use every feature immediately. I would also make sure your customer data and integrations are well prepared because the quality of your data has a big impact on segmentation, personalization, and the real journey. Braze is particularly strong for cross-channel segmentation, behavior segmentation, and journey orchestration, so I would take advantage of those capabilities rather than just using it as a simple email sending tool. Finally, I would recommend investing some time in training and testing. There is a learning curve with the more advanced features, but once the team understands Canvas, segmentation, experimentation, and AI capabilities, I think the platform can deliver a lot of value and scale well with the organization. I would rate this product a 9 out of 10.

Public Cloud

Other

My main use case for Braze is the customer journeys that I build with Canvas.

A quick, specific example of a customer journey I have built with Canvas is an onboarding flow, which is classic and triggered via the creation of an account directly in Braze, whether using a default attribute or a custom attribute. This trigger can occur every day or through API, and from the beginning of the canvas, you will receive various step channels, such as email, push, SMS, in-app messages, and content cards, depending on your stack.

I use Braze for these onboarding flows because, while every CMS has the potential to set up an onboarding flow, Braze stands out due to its user interface and simplicity of use, making it easier to implement compared to Salesforce, which can be significantly more complex.

Braze helps in many ways, allowing direct creation of segments and providing AI agents for additional support. Beyond just CRM via content cards, Braze allows displaying banners in your app or on your website, presenting numerous opportunities to explore CRM beyond basic email and push notifications. It also excels in data management, allowing you to handle data within Braze as needed.

The best features Braze offers include intelligent timing, which can interpret the optimal time to send messages to specific users, helping optimize open and click-through rates. Additionally, Braze is implementing the Agent Console, part of Braze's AI operator, which utilizes an LLM to access all your setups and respond swiftly to questions about specific canvases, journeys, or user attributes. Moreover, context steps can be set up via Liquid, providing a robust coding library confined to individual canvases or campaigns, thus not cluttering the user setup, which is a valuable feature.

Currently, I find that the AI decisioning features, particularly the churn model prediction, are underrated and could be better. While it is something that is developing, it also incurs costs due to the need for extensive data digestion. Additionally, I believe there is room for improvement in the MCP, as it currently does not allow editing everything, with no direct cloud integration, which I find limiting and would like to see enhanced functionality with the API keys in Braze.

I find the UI of Braze to be excellent; however, when dealing with a significant amount of data, I prefer analyzing it outside of Braze using tools such as Mixpanel. I wish for improvements in AI capability and MCP functionalities.

I have been working in my current field for four years.

I have never experienced any downtime or reliability issues with Braze.

Braze's scalability is impressive, as it helps reduce workload through a user-friendly interface and comprehensive documentation, enabling easy access to all necessary information.

Customer support from Braze is amazing; I think I have contacted them more than three hundred times over four years. Their responses are consistently quick, usually within a day, even for complex issues. They take the time to explain everything thoroughly and also offer the option to set up meetings for further support.

While I do not have the specific numbers, I recognize that Braze positively impacts my organization by aiding in engagement monitoring and improvement, functioning as a CMS that enables me to build nearly everything I wish to create. Honestly, I cannot identify any use case where Braze does not serve as the right tool if the data setup is properly organized.

The way Braze has helped me monitor engagement is through real-time event triggering of a canvas, allowing for instant communication with users post-event, such as when they buy cryptocurrency. This triggers a push notification, content card, in-app message, or email, capturing intent effectively and driving the user behavior I expect as quickly as possible.

Regarding Braze's AI capabilities, I initially faced challenges with the accuracy and reliability of the output; however, I noticed significant improvements recently, as all the questions I have asked in the past few weeks were answered adequately, quickly, and constructively.

My advice for others considering using Braze is to ensure they have the budget, as Braze tends to be more expensive than other options, and determine if its usage is truly necessary. If so, they can proceed without hesitation.

I rate Braze a nine out of ten because I can build nearly everything I want. Even from a data and technical perspective, I find it straightforward to use, despite not being from the data team.

Public Cloud

Amazon Web Services (AWS)