Braze Reviews

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)

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 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)

Braze is primarily used for sending marketing emails and marketing communications in an omnichannel manner. A specific example of how I use Braze for my marketing communications is an onboarding campaign where, as soon as a user registers, the event fires, Braze sends the email, and based on the user behavior on the email journey, it can tailor the whole workflow accordingly, from being two emails to three emails to also adding other channels if the user is active over there.

The best features Braze offers include their Canvas, which is a very good feature to visualize everything in a visual manner, and also some of its data capabilities. Canvas really helps in building the whole campaigns in a very visually structured manner, making all the workflows from one step to multiple steps quite easy, and from a data capability standpoint, it is very easy to create segmentations and personalizations based on that.

Braze has had a positive impact on my organization in that a lot of things which required some amount of technical effort previously can now be streamlined by the marketers, making marketers more agnostic and self-served, which has been the biggest impact. Self-service has changed things for my team in that, for example, previously any kind of segmentation we used to build required a lot of data analytics capabilities, but now they can slice and dice on Braze, and setting up API-triggered campaigns, which previously required engineering effort, can now be done by marketers on their own.

Braze does a very good job in terms of capabilities, but sometimes the roadmaps could be a bit clearer.

I have used Braze for the last seven years, in both my current role and my previous roles.

Braze is stable.

Braze is very scalable.

I experience a good amount of customer support and account management with Braze.

Previously, I used Salesforce, and the goal was to make marketers more self-serve.

My experience with pricing, setup cost, and licensing has been positive; they are very transparent, but I think the pricing could be a bit more competitive.

I have seen a return on investment, as productivity has gone up and the overall impact on revenue has been fairly positive.

I evaluated other options such as Customer.io and Iterable before choosing Braze.

My advice to others looking into using Braze is to always verify if it meets their use cases and capabilities, as it is a very thorough solution. I would rate this product a nine out of ten.