The features and UI are intuitive, so even a non-tech person can learn the tool easily and get onboarded in much less time than it typically takes with other Martech tools. I also liked the new feature launched recently that automates the IP warm-up process. It’s going to solve an important pain point for any organization when setting up IPs and warming them up, because it reduces a lot of back-and-forth work and makes the overall process much smoother. Review collected by and hosted on G2.com.

Support feels limited, and when something goes wrong it often takes a long time to get a response from the support team. Also, some of the documentation available on the website seems outdated. Review collected by and hosted on G2.com.

These features make my daily marketing work much more manageable. I really value the data import and export tools to help me organize information, the customization that lets me adapt campaigns to my needs, and the workflow capabilities that reduce repetitive tasks. I also like the idea of bringing customer communication together across different channels, and I’ve found the AI helpful for analyzing customer engagement and planning personalized marketing messages because it helps me get ideas faster and cuts down on manual effort. Review collected by and hosted on G2.com.

Sometimes the integrations take extra effort to configure and troubleshoot, especially when connecting different platforms. Managing user roles and access permissions can feel complicated when multiple people need different levels of access. I’d appreciate simpler setup instructions, more reliable integrations, and a clearer permission management interface. With AI, I still have to review the results carefully since suggestions can miss the context of my audience, and I’d like clearer insights into why a particular option performs better and more evidence of consistent improvements over time. Review collected by and hosted on G2.com.

I like using the AI for drafting messages and templates. Review collected by and hosted on G2.com.

I haven't used multiple channels, and I haven't used segmentation. Retargeting hasn't been useful for me. Review collected by and hosted on G2.com.

I like that the visual Canvas editor lets strategists build and adjust client journeys on their own, so I can focus on the Salesforce integration and data quality. I can open a flow and walk clients through why a customer received a particular message. Braze’s REST API and webhooks keep contact data, opt-out preferences, and campaign engagement in sync with Salesforce, so segments stay accurate and sales teams can see engagement in the CRM. I spend less time on change requests and more on keeping the data reliable. Braze ships improvements regularly, and our customer success manager follows up on the requests we raise. I found the initial setup straightforward, though the Salesforce integration took the most effort. Review collected by and hosted on G2.com.

Reporting is the weak spot for me. During large sends, results come through with a lag, and I’d like live or hourly delivery and engagement figures, plus the option to export campaign results to Salesforce automatically. The Salesforce integration took the most effort during setup, though setup was straightforward. Review collected by and hosted on G2.com.

I value Braze most for customer engagement, journey orchestration, audience segmentation, and event-based messaging. Dynamic Content, A/B Testing, and Conversion Rate Optimization are indispensable because they let us move beyond simply sending campaigns to continuously improving how customers respond. Dynamic Content helps us personalize messaging based on customer attributes and behavior, and A/B Testing helps us compare messages, creatives, or approaches and identify what performs better. The personalization has felt timely and relevant consistently, and the AI-powered decisioning and optimization has significantly improved which message or experience customers receive. Review collected by and hosted on G2.com.

We don’t primarily use Braze for outbound email execution, data quality management, or lead scoring and grading, since we rely on our existing marketing and data ecosystem (including SFMC and upstream data processes) for those needs. While Braze’s AI was useful for quickly generating variations and giving a starting point for testing, the AI-generated content did not always match the campaign context or the tone we wanted, so it still needs review and refinement. Review collected by and hosted on G2.com.

I like the Data Import & Export Tools for efficiently moving customer and campaign data to maintain accuracy, support audience segmentation, and improve personalization and reporting. The Integration APIs make it easier to connect Braze with other platforms for real-time data exchange, automated workflows, and more consistent experiences across channels. User, Role, and Access Management also helps keep access controlled with the right permissions for governance and accountability.

On the engagement side, email, push notifications, and in-app messaging worked well together, and it was easier to coordinate messaging and personalize communication based on audience segments and customer behavior. I’ve also used the AI-assisted capabilities to streamline campaign creation, generate and refine message content, suggest personalized communication, and reduce the time needed to prepare campaigns, especially when creating multiple variations for different segments. Review collected by and hosted on G2.com.

Some areas still felt disconnected when coordinating campaign execution across channels, validating audience targeting, and ensuring consistent messaging. I’d like better visibility into cross-channel performance and more seamless coordination between channels.

Personalization can miss the mark when audience data is outdated or triggers aren’t aligned with customer behavior, which can lead to irrelevant messages or notifications at the wrong time. I also still need to review AI-generated content and validate personalization logic before deployment, and incorrect targeting or insufficient validation can result in messages reaching unintended audiences. Review collected by and hosted on G2.com.

I find Braze quite helpful as a centralized tool for sending out communications, which means I don't have to juggle multiple platforms. Once I got used to it, I found it fairly simple to use, especially with the option to duplicate and clone campaigns, making adjustments quick and easy. I also appreciate the intuitive nature of Braze, as it speeds up the process of sending out communications. The idea of canvases and campaigns is pretty smart and useful, especially for setting up automated communications so we don't have to send out campaigns manually as often. Overall, Braze has been beneficial in streamlining my workflow for creating and sending campaigns. Review collected by and hosted on G2.com.

I don't have major issues with Braze, but I did find it a bit tricky to get a hang of at the start. Once you understand it, it's fairly okay. The initial learning curve was a challenge, especially when transitioning from another tool. I think a small training video would be helpful for easing newcomers into the platform. Review collected by and hosted on G2.com.

I like how Segmentation, Multi-Channel Marketing, and Journey Mapping work together to create more relevant and consistent customer experiences. Segmentation helps target the right audience based on their behaviour and preferences, multi-channel marketing makes it possible to engage customers across different communication channels, and Journey Mapping helps organise these interactions into a more connected experience. Email and push notifications can work well together for coordinated customer communication. Review collected by and hosted on G2.com.

Workflow Capability can take some time to learn when setting up more complex customer journeys, especially with multiple conditions and branches. Third-Party Integrations may require additional configuration and troubleshooting to ensure data flows smoothly between systems. Reporting/Analytics could be more intuitive when trying to quickly identify the most relevant metrics or build customised reports. Keeping messaging consistent across channels can also require additional planning, and better visibility into cross-channel interactions would make it easier. Personalization can slip if customer data isn't updated quickly enough, since messages may arrive after the customer's needs have changed. Review collected by and hosted on G2.com.

The breadth of things it can do and different types of comms can be built for many different use cases. Review collected by and hosted on G2.com.

Experimentation processes are built differently between campaigns and Canvas comms, making reporting and testing more cumbersome than it should be. Review collected by and hosted on G2.com.

I really value Braze for Dynamic Content, Real-Time Data, and Audience Segmentation. Generic, static messages get ignored, and Braze makes it possible to render tailored text, local currency, product recommendations, or localized images at the exact moment of send using Liquid and Connected Content. The real-time event triggers are consistently timely and relevant, and the segmentation is precise enough to avoid spamming the wrong users. Push notifications, in-app messages, and Content Cards coordinate seamlessly within Canvas flows based on user activity. Review collected by and hosted on G2.com.

Building and personalizing emails (template management) is frustrating because the email editor is notoriously clunky compared to the mobile push and in-app tools. Email works well for general messaging, but template formatting occasionally feels disconnected when aligning complex HTML templates with mobile channels. Reporting can also feel limited out of the box for executive dashboards unless you export raw data to third-party tools. Setting up complex Liquid logic sometimes requires extra validation, and predictive churn still needs manual rule adjustments for edge cases. Review collected by and hosted on G2.com.