Likelihood to Recommend Braze is likely at its best for companies that engage with customers on both an app-level and web-level. It gets even better if you have the opportunity to leverage some of the additional channels Braze unlocks such as in-app messages and content cards. If you're only using Braze to send SMS and Email and the occasional push, you're likely better off finding a cheaper platform. Braze organizes its analytics in a very odd way in my experience, so I'd also recommend pairing Braze with a secondary reporting tool of your choosing.
Read full review Well suited for a company with a larger marketing budget as this is a costly program compared to the other ESPs. If your use case is not eCommerce, you would probably be better off with a standard ESP like Drip.
Read full review Pros Canvases are a straightforward way to dynamically target users We have a lot of control over our email templates- especially compared to the last service we used Built-in reporting is fantastic and offers solid insight Braze integration with our consumer-facing App opened up a lot of options for us when running promos Read full review Easy Editor - no HTML required. It's very easy to drag and drop your elements, customizing the campaign according to your needs. Reports- the reports are robust, showing you your open rates, browsers used, who clicked what, etc. It is easy to section out this information and deliver it to the appropriate stakeholders. Templates - building your own template library makes creating and sending campaigns and quick and easy experience. In a global company like ours, it also enables consistency across the brand locations throughout the world. Read full review Cons It offers analytics insights, but this is still not incredibly detailed It takes a while for features on the product roadmap to be implemented The drag-and-drop editors of their marketing channels (Email & IAM) could use some improvement in terms of more functionality and tweaking abilities Read full review Integration is overly complex. Cannot progressively profile from anything other than an email address. Too expensive. Read full review Likelihood to Renew Since this is used on a global scale and it is preferable to all of our brands, I cannot see us switching to a different provider. We have built years worth of contacts and templates within our current system, which saves our marketing team a lot of time when putting together future campaigns. All of them are mobile optimized which makes it even easier to work with
Read full review Usability Braze's usability is one of the main things that makes it stand out from its competitors. The UX and UI are excellent, and it ensures it is not overcomplicated where it doesn't need to be. The online documentation is also handy to help support teams in your business.
Read full review Support Rating Very responsive and helpful on simple questions, but not great other than that. They do not have a way for the customer/user to escalate a ticket. You have to contact your rep and in some cases, they don't respond within 24 hours so you have no idea if they have escalated it. There is no phone number for an urgent issue - you have to rely on email
Read full review Alternatives Considered Compared to
Salesforce Commerce Cloud , Braze is much more user friendly, flexible and provides for easier segmentation and personalization. The reporting in Braze is also much easier to use. Compared to
Marketo , Braze has a better UI and UX, and an easier learning curve for new users. The set up and maintenance of customer journeys is much easier. The only thing I miss from
Marketo is the ability to view the customer log, which allows you to see the automation that happens against each user profile, allowing for easier troubleshooting.
Read full review DotMailer is built for eCommerce. Drip, ActiveCampaign, and Infusionsoft are not eCommerce platforms out of the box, though they can be tailored to that use case. DotMailer is especially geared toward retail businesses.
Read full review Return on Investment Positive: A growth hacking experiment was proven successful in nudging users who abandoned their cart after checking out with a product/service and leaving their chart or 24 hours. Positive: A growth hacking experiment was proven successful in nudging users whose credit card failed when trying to upgrade to a paid account. Negative: With the plethora of teams (disciplines / business units / markets) with access to braze, it's easy to accidentally over-nurture users. Read full review Better customer service Increased brand awareness Increased brand engagement Streamlined processes Regular communication with customers Increased audience/reach Read full review ScreenShots