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.
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Glia
Score 7.0 out of 10
Enterprise companies (1,001+ employees)
Glia (formerly Salemove) creates customer engagement solutions that enable companies to provide an in-person customer experience online. Through its all-in-one platforms, companies are able to identify high-value website visitors, communicate through live chat, audio, and video, and provide visual context and engagement through CoBrowsing and Live Observation. The vendor’s value proposition is that this creates deeper, more meaningful conversations between companies and their customers -…
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.
It is well suited for repeatable user journeys that require a high touch and service environment. Glia excels at providing tools that enable and create engagement, in a diverse form of options and methods. It is fully customizable and integration is better than simple. Glia is probably less suited for an organization that is looking for a self-service engagement tool, not manned by users.
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.
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
This is Glia's largest strength. The integration and initial configuration were done exclusively by Glia, freeing up our limited technology resources. Especially at the beginning of our relationship, the customer success team on a scheduled basis assisted in the review of our data and KPIs while offering strategies to improve services and achieve higher ROI. None of these services were offered for a premium and this demonstrates the commitment Glia has to launch successful partnerships.
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.
The customer success team was superior, as was the possibility of pro-active engagements across all mediums and platforms. Pricing models in this space are comparable, however, the enhanced auxiliary features, as well as a stronger product road map for development, tipped the scales towards Glia. The product road map is always made available to customers, and most initiatives are deployed on time.
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.
