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 Salesforce Experience Cloud is well-suited for organizations that have clients who periodically or routinely need to access historical data or documents. The product also offers an exceptionally effective tool to engage with customers around support/service issues and the entire Case management functionality built into the Salesforce platform. The product might be less well-suited in environments where there is exceptionally high staff turnover within customer accounts, or where there is a substantial lack of very basic computer skills.
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 Complete integration with the Salesforce ecosystem. Data displayed in your Community portal reflects records from a Sales Cloud organization Highly customizable. A Community Cloud portal can be totally customized both visually and with different funcionalities with little to no coding skills required 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 The documentation for implementing Experience Cloud can be a bit confusing as their rebranding hasn't made it's way into all articles, resulting in different terminology being used to refer to the same thing Some things are not as intuitive regarding their customizability, so there's a bit of a learning curve (i.e. Lightning apps can't be used to customize layouts in Experience Cloud) 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 Usability is pretty streamlined, especially if you're familiar with other
Salesforce products, but even if not, take it from me, as I just entered the technological space about two years ago, that this product is pretty simple to learn. You don't have to jump in with your head underwater. Small wins and learnings along the way are what foster long-term understandings and enable your evolution alongside the product. I definitely recommend
Salesforce Trailhead along with it
Read full review Performance It's delivered on our original requirements and we've found ways to grow its usage. We continue to build on our original success and we can report our data out to leadership to show a true return on investment which is great for growing support and expanding uses for the system.
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 We have weekly calls with our Salesforce reps. They bring new ideas to the table and help with taxonomy builds. They have also answered many questions and connected us to the right people for us to grow our knowledge and utilization of the platform. They are a good partner overall in comparison.
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 I have used Datatel/Colleague/Recruiter before. There were issues because only one person at the institution was able to have the student's record open at a time. This was problematic when collaboration between departments was necessary especially in the case of admissions, financial aid, and registration. We also had to do our work and then log out before asking a questions of another department. Sometimes simultaneous use was necessary. However, this was years ago and they may have since updated the program.
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 Improved online admission application completion rates from mid-60%s to mid-80%s. Positive user experience from start-to-finish to leverage one data system for all prospective student data Fewer data integrations transforming and loading sensitive student data by leveraging Salesforce Community Cloud to access already existing data Read full review ScreenShots