Love Braze
Updated October 29, 2025

Love Braze

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Braze

We use Braze for all CRM comms, using email, push, IAM's, content card, SMS and inbox messages. I myself work in Upsell and Retention so I specifically use Braze to support my role in this area. For upsell, we promote additional product to our members using various comms and have utilised Braze's experiment paths to do this. For retention, we use catalogs to support our prompts content, which we find useful as this has automated a lot of what we do.

Pros

  • Well looked after - Braze itself are always on hand to answer any questions and help us make our work better.
  • Great tool - We use a fair bit of Braze but there
  • are so many exciting features we're slowly incorporating, Braze is always building on what they have and this keeps us top of our game.
  • Fantastic learning - I have advanced quickly in my work in Braze due to their support and learning programs. This has been key for me.

Cons

  • The UI can occasionally be annoying, some things are not always where you expect them to be. eg. promo codes and take a little longer to find.
  • Data points some times restrict us as we do not always have the budget for extra points but appreciate the case for using these.
  • QA-ing canvases can be painful sometimes when looking through steps. I'd like to see how this could be supported.
  • We are currently trying to reduce churn of our members, numbers are stable but not as good as they could be.
  • We have achieved well in the upselling of our products, and expect to see a good proportion of revenue from this at the end of the year.
  • Higher engagement in our app work, performing much better than email. Keeping things interactive really helps.
I joined before the UI had changed so I found Braze really easy and quick to pick up. I think the new UI is a little confusing and we have definitely found that new members to the team are finding it harder to use. Dashboard builder can be annoying for those who do not have authorisation to use it as it is what the pages opens on, yet does not display anything. Copying a preview of an email using the new feature also has not been working for us.
Cross-channel functionality has been really key for us in our business as it allows us to reach all the different touch points that our members use. With such a vast range of members, it is important we can reach everyone in a way that works for them. We do have issues with data from time to time, as we do not have our products linked into Braze. This means that our purchase events are separate to Braze and we cannot reflect on ROI or certain conversions.
I have used them in other businesses and have found them to be too basic. Braze provides such a dynamic range of features, its a no brainer for me. I think for the size of the business I am in now, Braze makes sense to be our product of choice as it can support everything we need.

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

We love Braze and the fact it is always growing. I especially find the In-App-Messages to be useful as there is so much you can do with them and lots of room for personalisation. I think it is well suited to our business and does exactly what we need it to. We do sometimes find there are features we don't really use such as SMS, RCS and WhatsApp but we definitely have room to look as using this in future.

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