Braze - The CRM Booster
April 30, 2025

Braze - The CRM Booster

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Braze

We use Braze to support our CRM efforts. Braze is the vehicle that lets us reach our guests with the proper message at the best time. With their plethora of features, we can ensure that only relevant messages go out to the correct guests. Whether it's for a time sensitive communication, or just sending a non offer message to stay top of mind, Braze enables us to control the conversation.

Pros

  • Action based entry methods - helps ensure certain messages only go out once a key action has happened (in our case loading an offer to a guest account).
  • Liquid - this gives the ability to send truly dynamic emails depending on the attributes present on a guest level. Making our messages extremely personalized.
  • Support - the Braze team is very supportive and bought into the partnership. From the dedicated support team, our CSM team, the engineering team, escalations team, and everyone else; they make it clear that they succeed if we succeed and their actions show it.

Cons

  • The ability to send push notifications to a seed list like how we can for email would be great. Just so we can confirm everything is going out correctly in the instances where are marketing team doesn't fit the criteria for a certain message.
  • Being able to archive segment extensions if the campaigns that are using them have been stopped or archived for over a certain number of days. This isn't a real issue, just a small quality of life improvement for those that like having things as clean as possible. 🙂
  • A global suppression list. Again, this isn't a big deal to add, it's just the only other thing that came to mind.
  • Improving our guest experience by allowing us to send the right mix of scheduled vs triggered messages.
  • Supported our frequency challenges with liquid, enabling us to keep the challenge progress front and center in our emails to guests. Unfortunately, we are still going over the results so don't have firm numbers to share.
  • Their integrations with such a wide number of tech partners gave us more freedom in choosing vendors for different things such as deeplinking.
To use it a base level, Braze is pretty straightforward to use. They have both HTML and WYSIWYG options for emails and IAMs, letting those like me with no coding experience be able to create rich messages. For those more technically inclined, you can certainly get in the weeds with the data available with looking at nested event prosperities, making JSON user updates, etc.
Braze's ability to process data real time from it's connected partners is invaluable. Thanks to this we can immediately digest information from Punchh and use that data to drive the next action(s) we take - should we send a message, what message should we send, what attributes to pull into the next message, etc).
Braze is superior top Iterable, full stop. Their partner integrations gives us more freedom to choose the vendor that fits our company the best, not forcing us to choose the one vendor that's compatible or resigning to having siloed data. Also, the Braze team goes the extra mile to make the partnership works for both side. From flagging potential overconsumption of data points early, to working with us on additional volume pricing, Braze shows that we are more than just another client and that they are invested in seeing us succeed as a business.

Do you think Braze delivers good value for the price?

Yes

Are you happy with Braze's feature set?

Yes

Did Braze live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Braze go as expected?

Yes

Would you buy Braze again?

Yes

Braze is great for a whole swath of businesses and use cases. Retail and QSR immediately come to mind when thinking about what businesses benefit most from using Braze. Really any business model where guests can purchase something with some moderate frequency (daily to a couple times a year).

Some scenarios where Braze might not be the best could be a car dealership (although you could use Braze to help with car maintenance reminders, product upsells, etc) or a real estate broker. Although, I'm a marketer and not a salesperson so maybe those businesses would excel with Braze!

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