Braze

Score8.7 out of 10

340 Reviews and Ratings

Community insights

TrustRadius Insights for Braze are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Cross-Channel Customization Prowess: Users consistently laud Braze for its exceptional ability to personalize communication across various channels, significantly boosting customer engagement and driving positive outcomes for marketing campaigns.

Effective Segmentation Tools: Many reviewers have emphasized the segmentation feature in Braze as a robust tool that efficiently organizes user data based on diverse attributes and behaviors, empowering marketers to execute highly targeted and successful campaigns tailored to specific audiences.

Intuitive Design Interface: Users appreciate the intuitive nature of Braze's drag-and-drop builder and canvas flow tools, which simplifies the creation of complex programs and enhances the visualization of customer journeys, ultimately streamlining their marketing efforts.

Reviews

152 Reviews

Great customer engagement platform with room to still scale

Rating: 9 out of 10

Incentivized

March 27, 2026

Use Cases and Deployment Scope

We use Braze as the main tool for customer comms and how we approach our CRM for both all types of customer comms - marketing / transactional, desktop / mobile etc. Braze is the tool that powers it all, the central customer engagement platform. At a high level, Braze enables us to move from campaign-led CRM to a product-led, lifecycle-driven engagement model, where communication is triggered by real customer behaviour rather than fixed schedules.

Pros

Channel orchestration
Data and Segmentation
UI and simplicity of use

Cons

Analytics and reporting are still built mostly for ecommerce biz models
Canvases (journey orchestration) have limitations when you're trying to build super complex journeys

Likelihood to Recommend

Braze is particularly well suited for real-time, behaviour-driven customer engagement, but there are scenarios where other tools or setups may be more appropriate, mostly depending on the use case and organisational maturity.Braze is great when your organisation and CRM team have reached a certain level of maturity and you're seriously thinking about lifecycle, event-based comms, multi-channel orchestration and personalisation at scale etc. If you're still sending just emails and mostly thinking about ad-hoc campaigns, you're better off using something simpler and cheaper. Generally, if you're at the very beginning think or something like MailChimp, then move to something like Klavyo and ultimately land on Braze if you're serious about your CRM / Retention comms.

Verified User

Director in Marketing (1001-5000 employees)

Vetted Review

8 years of experience

Robust product does everything you want requires learning engineering support and budget.

Rating: 8 out of 10

Incentivized

March 26, 2026

Use Cases and Deployment Scope

My work w/ Braze involved Emails, In-App Messages, Push Notifications, and Content Cards. These channels allowed us to reach and engage our users in a variety of places in highly segmented and personalized manner by reaching users on the surfaces with which they were most likely to engage and triggered by specific behaviors.

Pros

Personalized messaging
User segmentation
Custom behavioral triggers for messages

Cons

Payment flexibility
High cost
Cost model based on data consumption disincentivized their core use cases which rely heavily on data

Likelihood to Recommend

Braze is an incredibly robust lifecycle tool that can accomplish a lot and even fill product experience gaps in a wide range of apps. You can likely accomplish any lifecycle messaging objective and functionality you could imagine. However, it's not for everyone. Getting the most out of Braze requires an experienced and digitally savvy marketing, strong and reliable engineering support to implement and maintain integrations, and a big budget.

Verified User

Director in Marketing (11-50 employees)

Vetted Review

4 years of experience

Braze wins with a great UX and capable features

Rating: 8 out of 10

Incentivized

March 25, 2026

Use Cases and Deployment Scope

Braze is the greatest omni channel marketing program Im aware of. It makes reporting, tracking, and segmentation fairly seamless and has a pretty user friendly UX. There are a wide variety of out of the box solutions that our organization relies on for beautiful marketing. They are constantly updating their program and are innovating in real time.

Pros

omni-channel marketing
out-of-the-box creative solutions
adaptive HTML capabilities

Cons

There are some quirky segmentation issues in segments that need to be addressed
There are some bugs with in app message triggers

Likelihood to Recommend

the user friendliness of Braze makes it easy to train new team members on operations

Verified User

Manager in Marketing (10,001+ employees)

Vetted Review

6 years of experience

Ben Hodson Review.

Rating: 10 out of 10

Incentivized

March 9, 2026

Use Cases and Deployment Scope

I use Braze to manage all forms of communication for our application. We use this to drive user engagement across different areas of the platform and to advance commercial priorities while promoting a strong user experience. Braze allows us to bridge a communication gap with limited in-person hours from our field sales teams.

Pros

Braze AI is very intuitive and supports day to day.
Segmentation by usage and tendencies is an asset.
Overall UI/UX.

Cons

More intuitive canvas building that is more streamlined like duplicating.
Auto build functionality based on previous campaigns.

Likelihood to Recommend

Braze is overall very well suited, but it leans towards a purely consumer-based platform and has room to offer implementations for B2B platforms.

Benjamin Hodson

Digital Communications Manager in Sales at Labatt Breweries (10,001+ employees)

Vetted Review

2 years of experience

Braze is easy to navigate and to use

Rating: 10 out of 10

Incentivized

January 9, 2026

Use Cases and Deployment Scope

Braze is used for campaign management in order to either engage users or convert them in case they are operating on a free offer. This is in the scope of a music streaming service, leveraging musical recommendation and a variety of features through these campaigns.

Pros

Segmentation of users.
Integration of custom attributes
Ease of campaign set-up.
AB testing and complex journeys.

Cons

AI-generated feedback or support.

Likelihood to Recommend

As of right now, for testing, reporting and ease of set-up for either campaigns or more complex canvases, Braze is very well suited. This is less the case if the user has specific expectations when it comes to AI support (content generation for example).

Verified User

Employee in Marketing (201-500 employees)

Vetted Review

Braze at Mama Money

Rating: 10 out of 10

Incentivized

December 27, 2025

Use Cases and Deployment Scope

We use Braze to send our customers messages at different parts of their journey with us across multiple platforms: Push, In-App, WhatsApp, SMS, Email. We use it for onboarding, cross-selling, education, notifications, specials and other use cases. We serve a large number of different segments and languages and can adapt messaging per segment with ease leading to much greater engagement

Pros

Segmentation and complex messaging for different cohorts
Real time notifications
Simple One off messages

Cons

Making it easier to access information and reporting in the platform itself for more detailed use cases

Likelihood to Recommend

Braze is really well-suited to businesses whose customers engage with them across multiple touch points: App, website, email, WhatsApp. It makes it simple to communicate to all kinds of customers and group personalise depending on the customers' segmentation. It is easy to track the performance of experiments and to build control and test groups

Jono Child

Head of Digital and Marketing in Marketing at Mama Money (51-200 employees)

Vetted Review

1 year of experience

View profile

Experience with Braze

Rating: 8 out of 10

Incentivized

December 5, 2025

Use Cases and Deployment Scope

I work for a smaller division of The Princeton Review, called HEMS. We send messaging, primarily emails, to students, parents and educators on behalf of educational institutions seeking to introduce themselves to this audience.

Pros

Segmentation
Content Creation
Canvas (messaging workflows)
customer support

Cons

more detailed consolidated reporting - e.g. click level
Consolidated IBM click reporting is not useful at all
technical support for clients with limited ability or access to tech/dev resources
need inboxing testing and reporting with live email inboxes

Likelihood to Recommend

Highly reliable marketing automation system for email messaging.

Verified User

Director in Marketing (1001-5000 employees)

Vetted Review

2 years of experience

Seamless Product

Rating: 8 out of 10

Incentivized

November 13, 2025

Use Cases and Deployment Scope

We use Braze to automate email sends and to integrate with our list of interested subscribed users. We also have integrated the SDK to our iOS and android apps so that we can track our users better. We are focused on investing and tracking trades across different portfolios and segmenting users based on interest and net worth.

Pros

Automated user tracking
Event tracking

Cons

More detailed developer documentation
Better community forum

Likelihood to Recommend

I think that Braze is well suited for a growing company that has a decent amount of customers and websites and apps. I don’t think if you were going to just be sending to an email list that braze is the best solution to your problem, but maybe if there was an exponential amount of growth and you needed advanced capabilities in the future.

Verified User

Consultant in Information Technology (11-50 employees)

Vetted Review

2 years of experience

Fantastic for lifecycle orchestration and easy integration

Rating: 9 out of 10

Incentivized

October 17, 2025

Use Cases and Deployment Scope

I use Braze to engage a global audience with multi-channel lifecycle and retention journeys across email, push, in-app and SMS. As an avid user of Braze for many years now, it's great to have the complex capabilities that it offers to build exciting and impactful CRM solutions.

Braze enables us to deliver timely, personalised and dynamic communications to our users in a way that helps with product adoption, engagement and education.

Pros

Complex lifecycle journey management
Customer data profiles
Smart features (e.g. Intelligent timing, intelligent channel)
Data syncs and integration capabilities

Cons

Canvas building UI is not super user friendly
Surfacing analytics isn't always intuitive
Ability to set defaults on some screens would save a lot of repeat clicking

Likelihood to Recommend

Braze is a fantastic tool if you're looking to build a large number of CRM journeys using complex canvas structures and maximising use of customer data to segment and personalise.

There are numerous tools to ensure each channel is maximising impact and engagement. Braze offers great features for testing, managing message frequency and control groups and using dynamic attributes and liquid code.

If you're looking to limit your use to single-send campaigns with no or few automations, I don't think this is the right tool. From my experience, many Braze users also use external tools for analytics rather than Braze's native analytics.

Verified User

Team Lead in Marketing (201-500 employees)

Vetted Review

7 years of experience

Marketer Friendly UI for customer engagement.

Rating: 8 out of 10

Incentivized

October 16, 2025

Use Cases and Deployment Scope

Braze is a one-stop platform for us to engage our customers on different channels at the right place and time. It helps us orchestrate our campaigns with the marketer-friendly UI, which increases the efficiency of teams.

Pros

Marketer friendly UI for orchestration.
Good repository of documentation for learning.
Multiple channels and integrations available.

Cons

I've seen teammates lose their work because the save button is not on the message edit page or other editing pages. Perhaps a button to consider instead of "done".

Likelihood to Recommend

Braze is well-suited if the company has sufficient and quality data and infrastructure to personalise customer engagement. For companies that lack IT support, it might be challenging to get innovative use cases up and running.

Verified User

Consultant in Marketing (51-200 employees)

Vetted Review

2 years of experience

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