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A capable and powerful tool for the right use-case
March 05, 2024

A capable and powerful tool for the right use-case

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Braze

I like Braze, but like most CRM/CEP tools, it has a very specific use-case that isn't universal. It works particularly well for companies that have a robust app and want to collect data across both app and website and perhaps even other points of engagement. If that fits your use-case, Braze is likely a great tool for you. Otherwise, there are likely better tools to consider.
  • App Data Collection
  • Engagement
  • Profile Building and Organization
  • Improved customer service experience
  • Improved training/education
  • Positive ROI
  • Cohesive and personalized customer experiences
  • Partner integration
  • Data synthesis and organization
I would argue that Braze is not particularly easy-to-use. It doesn't behave like traditional CRMs (and even bills itself as a CEP, to further this distinction). Once you understand Braze's ecosystem, it's very straightforward and user friendly, but I would say there is a steep early learning curve and Braze's educational resources leave a lot to be desired.
Braze's functionality allow us to meet the customer where they are or, more importantly, where they want to be met. Not everyone wants emails, not everyone wants push, not everyone wants every message you will send. Braze really drives home personalized messaging and volume of messaging. The goal is to give everyone their ideal amount of messages through their ideal channel(s) at their ideal times when they've done or not done the ideal amount of things. Braze makes this feasible and unlocks this nuanced personalized set of experiences.
Braze fit our use-case. Every CRM/CEP has their positives and negatives and there is no one-size-fits-all solution. It's worth doing your due diligence on your current needs and assessing future needs as well. Sometimes scalability will be a priority and Braze will facilitate that, sometimes cost efficiency is a priority and perhaps that's better served by Klaviyo. Integration capability also matters and it's important your MarTech stack speaks to each other. Braze has a robust list of partners whereas other tools may require some middleware. It's worth doing your research when selecting your CRM/CEP because if you select incorrectly, you may be back at the drawing board within a year or two.

Do you think Braze delivers good value for the price?

No

Are you happy with Braze's feature set?

Yes

Did Braze live up to sales and marketing promises?

No

Did implementation of Braze go as expected?

Yes

Would you buy Braze again?

Yes

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.