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Braze

Braze

Overview

What is Braze?

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…

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Recent Reviews

Braze Review

10 out of 10
February 12, 2024
Incentivized
CRM campaigning through In-App-Messages, Push, Email, and Content Cards. Connected Content, Liquid Coding, and Content Blocks are some of …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

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Daniel Willis | TrustRadius Reviewer
Daniel Willis
CRM Lead
Readly (Health, Wellness and Fitness, 51-200 employees)
NR
Nikola Rudic
CRM Lead
Zenyum (Consumer Goods, 201-500 employees)
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Pricing

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Braze

Braze

N/A
Unavailable

What is Braze?

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…

Entry-level set up fee?

  • Setup fee optional

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is Braze?

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.

Braze Features

  • Supported: Multichannel Messaging
  • Supported: Predictive Analytics
  • Supported: Lifecycle Management
  • Supported: A/B testing
  • Supported: Email deliverability
  • Supported: Triggered drip sequences
  • Supported: Dashboards
  • Supported: Standard Reports
  • Supported: API
  • Supported: Role-based workflow & approvals

Braze Integrations

Braze Competitors

Braze Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Iterable, Attentive Mobile, and Klaviyo are common alternatives for Braze.

Reviewers rate Usability highest, with a score of 7.2.

The most common users of Braze are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(112)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
March 01, 2023

Not top recommended (based on 15 years of similar platform/solution experience)

Verified User
Manager in Marketing
Retail Company, 5001-10,000 employees
Score 6 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
Customer engagement - specific channels are email and SMS. We do both promotional and transactional email out of Braze.
Pros and Cons
  • canvas UI
  • canvas testing
  • ability to have multiple environments
  • reporting is seriously lacking and very clunky
  • SMS is not well integrated - subscription / opt status is set up differently than email (feels like a bolt on)
  • SMS overall - response is extremely slow on anything SMS. Don't seem to have any internal SMEs and features are not well integrated into the platform. Cannot get send usage and they pass along all carrier fees.
  • account management/customer success
  • Drag & drop email editor is still very clunky
  • SMS - no access to incoming messages
  • SMS - link tracking just rolled out in 2023 and is still not fully available
  • Preference center isn't customizable
Likelihood to Recommend
Probably great for mobile app (push, IAM) or mobile app plus email. Wouldn't recommend over some other options for just email, just SMS or email + SMS channels only. We've been surprised by some additional fees along the way, too. They were not fully transparent about carrier fees during the sales process so that has been a significant extra cost that we didn't plan for. Be sure to ask about that if they quote you SMS message CPMs.
Most Important Features
  • automation
  • facilitating customer engagement
  • performance measurement
  • minimal technical/dev knowledge required to manage
Return on Investment
  • none yet
Alternatives Considered
Braze has a bit easier UI - more marketer friendly than Adobe Campaign and SFCC. Better journey/canvas function than Oracle and Listrak. Probably better functionality for mobile app than Oracle (I haven't used Braze for mobile app but did use Oracle). Braze has the least capabilities on reporting. Oracle was much better on list health/deliverability management. None do SMS as well as a true mobile platform like Vibes, but I would say Braze is middle of the road among these that I've listed. Braze has only been better on account services than Adobe.
Support Rating
5
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.
Premium Support
Professional level
Bug Resolution
Yes
It was not addressed immediately, or not communicated on the status once we reported it. We have had two bugs that we reported - on both we had to ask what the issue was once it was resolved. On one, we discovered it was fixed before support knew. They rolled out one of these bug fixes on a Friday two weeks before Christmas - very bad decision for a platform with many large retail clients that have peak business at this time. We were also not notified the bug fix was going in because they said it was "minor", however it caused a huge issue with a transactional email failing for multiple days.
Usability
6
Canvas is probably the best feature they have. Easy to build journeys and to build in A/B testing components, etc. Drag & Drop and a lot of the campaign creation elements are not as good as other platforms. Some pieces require very technical skills, like connected content. Their catalog function is supposed to be an easier solution for this, but it only houses static data, so it doesn't work for things like a product catalog.
Easy Tasks
  • Segments, although you cannot build nested or any combined AND/OR logic on standard segment creation
  • Basic canvas building
Difficult Tasks
  • Reporting
  • HTML and Drag & Drop email builder
  • deliverability - their processing of hard bounces and repeated soft bounces lacks maturity
Mobile Interface Availability and Impressions
No
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