Braze Reviews & Product Details

Braze has always been on my radar, due to its legendary status among CRM platforms - but it has always seemed out of reach because of the price tag associated with the product. This changed in the last 2 months, when I have done a comparative analysis of more than 10 providers, and found the price to feature ratio to be the most balanced on Braze.

PROS:

- Passionate account executives, providing a full overview of the product

- Dedicated onboarding subsidiary called Massive Rocket, with the singular scope of making the process as smooth as possible

- Feature rich, mobile-first platform, with unparallelled diversity and customisation options in campaign and journey setup Review collected by and hosted on G2.com.

As I mentioned before, the pricing had been the main reason why I haven't had the chance of using Braze in my Marketing career so far. While it's definitely competitive when measured against equal calibre products, it can still be a little bit intimidating, especially for companies that are looking to commit to a platform for years to come.

CONS:

- In-app and content card channels priced separately

- Separate one-off onboarding fee

- A handful of learning materials locked behind a paywall Review collected by and hosted on G2.com.

Braze continues to outpace the market by shifting from simple automation to true AI-native orchestration. In 2026, the standout feature is definitely the BrazeAI™ Decisioning Studio. Unlike old-school A/B testing, it uses reinforcement learning to autonomously decide the best channel, timing, and offer for each user in real-time.

I’m also incredibly impressed with the BrazeAI™ Liquid Assistant. It has turned complex Liquid coding into a conversational task, allowing our team to build hyper-personalized logic (like dynamic product catalogs) in minutes rather than hours. The addition of AI Agents for content QA and localization has also streamlined our global operations, ensuring brand consistency across 10+ languages without manual bottlenecks. Review collected by and hosted on G2.com.

As we lean more into Agentic workflows and AI-driven orchestration, the credit-based consumption or 'AI-utility' pricing can become unpredictable. It would be helpful to have better forecasting tools within the dashboard to see exactly how autonomous decisioning will impact our budget before a campaign goes live. Review collected by and hosted on G2.com.

Braze is intuitive and easy to navigate, and its user-friendly design makes working with it especially smooth. It offers a solid range of tools that can be integrated without much hassle, making it a dependable choice. Another great aspect is that users can actively contribute feedback and be involved in improving the platform. Overall, it’s a well-rounded solution—if your product or marketing team is looking for an efficient way to design and manage customer communication, Braze is definitely worth considering. Review collected by and hosted on G2.com.

There aren’t many major improvements to suggest—overall, I’d rate Braze very highly—but there are a few smaller areas that could be enhanced. For instance, unlike some other tools, Braze doesn’t automatically save changes to campaigns or canvases. This can lead to extra work if you forget to save manually, especially since the platform logs you out after a few hours, which can result in losing unsaved progress.

Another limitation is that once a campaign is launched, not all elements can be adjusted—even if it hasn’t actually been sent yet. It would also be helpful to have more flexibility in canvas scheduling. Currently, the maximum delay between steps is limited to 31 days, but in some cases, longer intervals are needed.

Lastly, Braze is quite expensive, which can make it difficult for smaller startups to afford and the pricing should be easier to view and adjust. Review collected by and hosted on G2.com.

It is easy to use, the drag and drop templates are much easier to use and the interface is user friendly. I found creating segments has become a lot easier and I think the use of AI is also a game changer too. Review collected by and hosted on G2.com.

When you clean up a canvas, it still puts the steps all over the place and often if your doing a larger canvas, makes it more untidy. I also still would love it if liquid could be easier to spot errors. Rather than trying to find a needle in a haystack. An ESP provider should be easy to use, than make your campaign and life harder. Review collected by and hosted on G2.com.

The updates have made my day-to-day easier. The support is quick and helpful, and there are many new tools that assist with automation. Additionally, the integration with various partners helps a lot. Review collected by and hosted on G2.com.

Some areas still need improvement. Although there are many things that make it easier, other parts remain very manual and need to be enhanced. Review collected by and hosted on G2.com.

Braze has integrate with AI into the platform and made our work much more easier by identifying new market opportunities and tailoring our marketing content based on the target segment which makes it more engaging for the users. Review collected by and hosted on G2.com.

Pricing has not been improved yet, the AI integration in in testing phase and there are some bugs in the outpur, Recommend to human verify the outputs. Review collected by and hosted on G2.com.

At Cross The Tracks, what stands out most about Braze is how intuitive and powerful the platform is across the entire lifecycle of our campaigns. The UI/UX is a real highlight, particularly the Canvas builder, whose drag-and-drop interface and decision paths make it easy to create and manage complex customer journeys for different audience segments like early-bird buyers, VIPs, and returning attendees—saving us hours of manual work each week. Braze also integrates seamlessly with our ticketing platform and data warehouse, allowing us to use real-time purchase and engagement data to trigger highly relevant messaging, such as lineup announcements or last-call ticket pushes. In terms of performance, the platform is reliable even during high-pressure moments like ticket launches, ensuring messages are delivered quickly and consistently when timing is critical. While the pricing represents a meaningful investment, the ROI is clear through improved engagement and increased ticket sales driven by personalized, automated campaigns. The support and onboarding experience has also been strong, with a responsive and knowledgeable team that provides both technical help and strategic guidance when needed. On top of that, Braze’s AI and intelligence features, such as predictive segmentation and intelligent channel optimization, have helped us refine how and when we reach our audience, boosting engagement and conversions without adding extra workload. Overall, Braze has become a central part of how we connect with our audience, enabling us to deliver timely, personalized experiences that reflect the energy and diversity of the Cross The Tracks festival. Review collected by and hosted on G2.com.

While Braze is powerful, there are still some UI/UX limitations that can make it less user-friendly than competitors. For example, I recently encountered an issue where the platform allowed me to schedule a mailer for a time that had already passed, without any warning. This resulted in an important campaign not being sent, even though it still appeared as “scheduled,” which was frustrating from both a usability and reliability standpoint. Another challenge is that timezone settings aren’t easily adjustable—our instance is locked to Central European Time, so I constantly have to account for the time difference when scheduling campaigns. Small issues like these can interrupt workflow efficiency and increase the risk of errors, especially during time-sensitive campaign periods. Review collected by and hosted on G2.com.

Braze has been built for multi-channel from the ground up — email, push, SMS and more — and that shows in how naturally it handles complex lifecycle programs across channels. It also plays well with a wide range of tech stacks, whether you're doing a quick Shopify integration or building something fully custom via API. That flexibility is genuinely rare.

On the product side, the release cadence has noticeably picked up. There's clear investment happening, and the AI feature roadmap is pointing in the right direction — the use cases they're targeting (retention, churn risk, personalization) are exactly what growth and CRM teams need. That ambition is encouraging. Review collected by and hosted on G2.com.

The pricing model is genuinely frustrating — complex, opaque, and seemingly always in flux. It's hard to forecast costs confidently, and the lack of transparency makes it difficult to plan at a team or org level. That's a real problem when you're trying to build a business case internally.

CSM quality is inconsistent. When you get a great one it's a genuine asset, but the variability means you can't rely on it as a stable support channel — and when things go wrong, that gap is painful. Speaking of support: the absence of chat support for quick fixes is a miss. Many comparable tools offer it, and for a platform this complex, it would make a meaningful difference.

On AI: the use cases they're targeting are relevant, but the models aren't delivering yet in practice. Retention and churn risk features in particular haven't worked as expected — so while the direction is right, I'm not convinced by the results so far. More proof points needed before it lives up to the promise.

Data consumption limits and segment build constraints also add unnecessary friction for power users. Review collected by and hosted on G2.com.

Braze is an excellent choice among customer engagement platforms: primarily due to its exceptional focus on multi-channel orchestration, powerful personalization capabilities, and robust data infrastructure. If your business is focusing on creating customer-friendly communication and engagement, Braze is a great option. I appreciate the quality of support and communication.

In essence, what I like the most about Braze is its comprehensive approach to customer engagement. It's not just a tool for sending messages and push notifications; it's a strategic platform for understanding your customers, acting on real-time data, and building meaningful, lasting relationships.

Braze offers many useful tools, such as landing pages, banners, and surveys.

Detailed reports help to monitor overall performance for the email and push campaigns.

It integrates with third-party tools and supports API integration, enabling more custom solutions.

I appreciate the quality of support and communication. I find the learning base and courses from Braze very helpful, so any team member can gain in-depth knowledge about Braze, from data usage to campaign setup. Review collected by and hosted on G2.com.

I don't find helpful pop-ups and news banner that appear in the middle of the screen, which promote events and changes. It would be nice to make them less disruptive. Review collected by and hosted on G2.com.

I find Braze very easy to use, especially for creating funnels, which in Braze are called canvases, making it an essential tool for our company. I like managing all CRM operations with Braze because it simplifies the process significantly. Their personalization features, like Liquid Personalization, are particularly appealing. The a/b testing mechanism within canvases is also user-friendly and helps us test different variants for push notifications and emails effortlessly. I appreciate the quiet hours feature and frequency capping rules; we utilize these constantly to ensure our communications are respectful and not overwhelming for users. Personalization is crucial for sending customized progress reports based on user behavior. The quiet hours setting helps us prevent sending notifications at inconvenient times, and frequency capping assists in controlling the communication volume. All in all, I like how Braze supports our CRM operations smoothly. Review collected by and hosted on G2.com.

I think the analytics part needs to be improved. When it comes to basic analytics like email open, click rate, or push notification open or click rate, it is useful but the analytics for the whole effect of our CRM operations is very basic and not enough. The 'test canvas' feature is not very useful; I almost used it once or twice. Technical analytics is also not enough, as it's not easy to monitor why some communications are not going, what the logs are, etc. The setup wasn't too difficult, but it definitely required someone knowledgeable about the structure. Review collected by and hosted on G2.com.