Braze vs. Provide Support Live Chat

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.

Incentivized

Provide Support Live Chat is a very user friendly tool. It allows my Customer Service Team to perform their daily duties and easily access live chats when needed. It's really great because we can ask for contact information so we can research questions if needed and then reply back in a timely manner. Our customers and potential customers can always have access to a live person.

Incentivized

• 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

Incentivized

• Incoming chat notifications
• Easy to add additional operators to the room
• Easy to see information of the person you are chatting with
• Chat transcripts are automatically emailed

Incentivized

• 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

Incentivized

• Does not allow us to flag a particular 'consumer' as a scammer.

Incentivized

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.

Incentivized

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

They are there when I need them.

Incentivized

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.

Incentivized

We elected to continue with Provide Support Live Chat because it was more economical compared to Salesforce's option. While Salesforce contained more integration options, we did not see the need to dramatically increase our costs just to have direct integration with Salesforce records and accounts. We haven't evaluated other options since we are happy with Provide Support Live Chat.

Incentivized

• 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.

• I was not a part of the business decision to start using Provide Support Live Chat. I have been with the company for 6 years and I can say it is well worth it.

Incentivized