--- title: Braze Reviews meta\_title: 'Braze Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 1689 reviews by the users' company size, role or industry to find out how Braze works for a business like yours. aggregate\_rating: rating\_value: 4.5 review\_count: 1689 scale: '5' date\_modified: '2026-08-12' parent\_category: name: Marketing url: https://www.g2.com/categories/marketing --- ### Braze Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users appreciate Braze for its **user-friendly and intuitive design** , making it easy to learn and scalable to needs. [(385 mentions)](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1677228&qs=pros-and-cons#reviews) Users find Braze's **intuitive interface** facilitates easy learning and effective implementation of personalized messaging campaigns. [(189 mentions)](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1677044&qs=pros-and-cons#reviews) Users appreciate the **effortless automation** capabilities of Braze, enabling seamless multichannel messaging campaigns and personalization. [(151 mentions)](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1677735&qs=pros-and-cons#reviews) Users praise Braze for its **responsive customer support** , making the implementation and usage experience seamless and enjoyable. [(151 mentions)](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1676219&qs=pros-and-cons#reviews) Users appreciate the **user-friendly multitasking capabilities** of Braze, enabling stable, effective communication across diverse channels. [(151 mentions)](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1675676&qs=pros-and-cons#reviews) Users find the **learning curve steep** , requiring time and support to fully grasp Braze's platform and features. [(159 mentions)](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1677028&qs=pros-and-cons#reviews) Users feel the lack of **missing features** hampers their experience, particularly in customization and reporting capabilities. [(149 mentions)](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1676176&qs=pros-and-cons#reviews) Users find Braze can feel **overly complex for simple surveys** and its pricing lacks transparency, complicating usage. [(102 mentions)](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1675568&qs=pros-and-cons#reviews) Users feel the **limited features** of Braze hinder effective analytics and feedback collection, impacting usability for simple tasks. [(93 mentions)](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1675852&qs=pros-and-cons#reviews) Users face a **steep learning curve** with Braze, making initial onboarding and feature mastery challenging. [(86 mentions)](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1675466&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Braze ##### 1. Ease of Use Users appreciate Braze for its **user-friendly and intuitive design** , making it easy to learn and scalable to needs. [ See 385 mentions ](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1677228&qs=pros-and-cons#reviews) See Related User Reviews ![Aimee C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Aimee C.") AC Aimee C. Mid-Market (51-1000 emp.) 3.5/5 "Intuitive and Efficient Omnichannel Solution" What do you like about Braze? I appreciate Braze for its easy interface and quick sending times, which really help streamline our communications. The platform is intuitive, and I f ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "Seamlessly Powerful UI with Stellar Reliability" What do you like about Braze? I really like Braze for its easy and time-efficient customer segment creation and campaign management, making it simple to test campaigns. The UI is v ##### 2. Intuitive Users find Braze's **intuitive interface** facilitates easy learning and effective implementation of personalized messaging campaigns. [ See 189 mentions ](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1677044&qs=pros-and-cons#reviews) See Related User Reviews ![Nika G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nika G.") NG Nika G. Mid-Market (51-1000 emp.) 4.5/5 "Advanced CRM for your app and web product" What do you like about Braze? Braze is an excellent choice among customer engagement platforms: primarily due to its exceptional focus on multi-channel orchestration, powerful pers ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "Best in class CRM suite" What do you like about Braze? Braze has the most intuitive interface of any CRM suite I've used in my career. The growing feature set is impressive, the support is excellent, and m ##### 3. Automation Users appreciate the **effortless automation** capabilities of Braze, enabling seamless multichannel messaging campaigns and personalization. [ See 151 mentions ](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1677735&qs=pros-and-cons#reviews) See Related User Reviews ![Nika G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nika G.") NG Nika G. Mid-Market (51-1000 emp.) 4.5/5 "Advanced CRM for your app and web product" What do you like about Braze? Braze is an excellent choice among customer engagement platforms: primarily due to its exceptional focus on multi-channel orchestration, powerful pers ![Juan Diego C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Juan Diego C.") JC Juan Diego C. Enterprise (\> 1000 emp.) 5.0/5 "Experimentation Facilities" What do you like about Braze? Braze AI & decision studio for timming optimization communications and Technical and workflow efficiency. ##### 4. Customer Support Users praise Braze for its **responsive customer support** , making the implementation and usage experience seamless and enjoyable. [ See 151 mentions ](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1676219&qs=pros-and-cons#reviews) See Related User Reviews ![Nika G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nika G.") NG Nika G. Mid-Market (51-1000 emp.) 4.5/5 "Advanced CRM for your app and web product" What do you like about Braze? Braze is an excellent choice among customer engagement platforms: primarily due to its exceptional focus on multi-channel orchestration, powerful pers ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "Best in class CRM suite" What do you like about Braze? Braze has the most intuitive interface of any CRM suite I've used in my career. The growing feature set is impressive, the support is excellent, and m ##### 5. Features Users appreciate the **user-friendly multitasking capabilities** of Braze, enabling stable, effective communication across diverse channels. [ See 151 mentions ](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1675676&qs=pros-and-cons#reviews) See Related User Reviews ![Kari F.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kari F.") KF Kari F. Mid-Market (51-1000 emp.) 3.5/5 "Great all in one tool for marketing" What do you like about Braze? I like all of the options to customize your campaign. ![Aimee C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Aimee C.") AC Aimee C. Mid-Market (51-1000 emp.) 3.5/5 "Intuitive and Efficient Omnichannel Solution" What do you like about Braze? I appreciate Braze for its easy interface and quick sending times, which really help streamline our communications. The platform is intuitive, and I f ### 5 Cons or Disadvantages of Braze ##### 1. Learning Curve Users find the **learning curve steep** , requiring time and support to fully grasp Braze's platform and features. [ See 159 mentions ](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1677028&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Enterprise (\> 1000 emp.) 4.5/5 "Multiple channels in one place with lots of capabilities to move data around" What do you dislike about Braze? Braze is a large product built for different types of businesses, but it doesn’t feel like it’s really targeting big companies with large MarTech team ![Kari F.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kari F.") KF Kari F. Mid-Market (51-1000 emp.) 3.5/5 "Great all in one tool for marketing" What do you dislike about Braze? Because of the number of options, it take a little bit to understand where to go and what to do for the desired results ##### 2. Missing Features Users feel the lack of **missing features** hampers their experience, particularly in customization and reporting capabilities. [ See 149 mentions ](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1676176&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Enterprise (\> 1000 emp.) 4.5/5 "Multiple channels in one place with lots of capabilities to move data around" What do you dislike about Braze? Braze is a large product built for different types of businesses, but it doesn’t feel like it’s really targeting big companies with large MarTech team ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "Best in class CRM suite" What do you dislike about Braze? Braze Segmentation needs quite a bit of work. Having to use CDP tools like Segment or High touch is almost a necessity because some basic segmentation ##### 3. Limitations Users find Braze can feel **overly complex for simple surveys** and its pricing lacks transparency, complicating usage. [ See 102 mentions ](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1675568&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 4.0/5 "Powerful CRM" What do you dislike about Braze? The pricing model is genuinely frustrating — complex, opaque, and seemingly always in flux. It's hard to forecast costs confidently, and the lack of t SH Shana H. Mid-Market (51-1000 emp.) 5.0/5 "Revolutionizing Client Strategy with Seamless AI Integration and Support" What do you dislike about Braze? Nothing. ##### 4. Limited Features Users feel the **limited features** of Braze hinder effective analytics and feedback collection, impacting usability for simple tasks. [ See 93 mentions ](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1675852&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "Best in class CRM suite" What do you dislike about Braze? Braze Segmentation needs quite a bit of work. Having to use CDP tools like Segment or High touch is almost a necessity because some basic segmentation ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "Seamlessly Powerful UI with Stellar Reliability" What do you dislike about Braze? I think Braze could give more individual control over channels to allow us to pause/start specific channels within a canvas. As if we have a multi-cha ##### 5. Steep Learning Curve Users face a **steep learning curve** with Braze, making initial onboarding and feature mastery challenging. [ See 86 mentions ](https://www.g2.com/products/braze/reviews?filters%5Bsentiment_snippet%5D=1675466&qs=pros-and-cons#reviews) See Related User Reviews ![Kari F.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kari F.") KF Kari F. Mid-Market (51-1000 emp.) 3.5/5 "Great all in one tool for marketing" What do you dislike about Braze? Because of the number of options, it take a little bit to understand where to go and what to do for the desired results ![Louise D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Louise D.") LD Louise D. 5.0/5 "Powerful Segmentation, Challenging Onboarding" What do you dislike about Braze? It's quite a steep learning curve, so it's quite difficult for people who haven't used Braze before to get up to speed with how it works. There's some YM Yasmine M. Mid-Market (51-1000 emp.) 4/23/2026 "Comprehensive CRM with Powerful Segmentation, Needs Improved Data Analysis" 4/5 What do you like best about Braze? I use Braze as my CRM tool to efficiently manage and communicate with B2C and B2B audiences. I like the feature of multi-channel canvas for email, SMS, and WhatsApp. I appreciate the user profiles and the ability to analyze segments in detail. I can go into any user's profile and see what custom attributes and events are connected to them. Also, I can see what campaigns and events they have received and their recent engagement. With segments, I can see where they're being used and the performance of each audience. Review collected by and hosted on G2.com. What do you dislike about Braze? I find it very hard to analyze experiment data efficiently and effectively. With custom attributes, you can’t select strings, so there’s huge room for human and manual error. All custom attributes should be a drop down of the fields you already have. Review collected by and hosted on G2.com. What problems is Braze solving and how is that benefiting you? I use Braze to manage B2C and B2B communications, leveraging multi-channel options for email, SMS, and WhatsApp. I can view user profiles with custom attributes and engagement history, and analyze segment performance, which enhances my data-driven campaigns. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign ![Elisa R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Elisa R.") ER Elisa R. Senior CRM Executive Gambling & Casinos Mid-Market (51-1000 emp.) 4/23/2026 "Effortless Campaign Management with Braze" 4.5/5 What do you like best about Braze? I find Braze very easy to use and straightforward. The drag and drop element of canvases is perfect, making it visual, quick, and easy to use, and it helps me save time and allows me to visualize the journeys. The AI optimizer makes testing super quick, relevant, and easy. It's helpful that the interface is very friendly, and everything can be done on the platform, from segmenting to analysis. I can see the results quickly and easily, which is really convenient. Review collected by and hosted on G2.com. What do you dislike about Braze? I would like to be able to copy part of journeys and segments to other parts of Braze. It would save time. I may have part of a segment or filters I may want to export something else. Same with part of a journey. It would save time. Review collected by and hosted on G2.com. What problems is Braze solving and how is that benefiting you? Braze helps with segmentation, AI testing, and personalizing comms, contacting customers at the right time using canvases and triggers. The drag-and-drop interface makes it easy to visualize journeys, and the AI optimizer allows quick testing of multiple variants, saving time with immediate results. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign ![Mykyta M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mykyta M.") MM Mykyta M. Mid-Market (51-1000 emp.) 4/23/2026 "Powerful CRM Tool with AI Innovation, But Costly to Expand" 5/5 What do you like best about Braze? I really appreciate the depth of functionality Braze offers and how it's keeping up with the AI age by unlocking new ways to improve our communications and targeting. I also find that Braze excelled in every aspect when we chose it over our internally built tool, which had very limited functionality. The transition was smooth, thanks to Braze’s help. We use it for everything CRM marketing related, like automated journeys, precise segmentation of users, dynamic content, and providing access to one-off campaign sends to our sales and marketing teams. Review collected by and hosted on G2.com. What do you dislike about Braze? I find contracting with Braze challenging. We hit some bottlenecks here and there when trying to expand on the usage or integrate new features. It feels like any change leads to a big invoice and monthly payment changes, and we're already locking in our yearly budget with management. This prevents us from exploring new features. I'd want a free trial for a few months of the new things so we can make up our mind and consider everything in the new contract. Review collected by and hosted on G2.com. What problems is Braze solving and how is that benefiting you? Braze automates journeys, enables precise user segmentation, personalizes content, and triggers campaigns. It supports our sales and marketing teams with one-off sends and improves targeting while adapting to AI advancements. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign ET Elysha T. Small-Business (50 or fewer emp.) 4/23/2026 "Empowers Multi-Channel Marketing with Ease" 4.5/5 What do you like best about Braze? I use Braze to orchestrate multi-channel onboarding and marketing journeys. I like the integrated experience for my team and the ability to control experiments and intelligently optimize without having to do the manual work. I appreciate access to more channels via Braze Alloys. I find it easy to use, and I value the free training and learning resources that help every team get the most out of Braze. Being a customer also allows me to strengthen my individual skills in CRM and marketing in general. We integrate with Snowflake and Looker which works well for us. Additionally, Braze can do far more than simpler tools like Intercom, encompassing functionalities beyond customer support. Review collected by and hosted on G2.com. What do you dislike about Braze? While it's easy for an experienced CRM exec or marketer to use, it can be tricky for junior marketers developing multi-channel canvases. However, I think this is a challenge you see in almost all CRM and marketing software. Review collected by and hosted on G2.com. What problems is Braze solving and how is that benefiting you? I use Braze for an integrated team experience, control over experiments, intelligent optimization without manual work, and access to more channels via Braze Alloys. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign DM Duncan M. Mid-Market (51-1000 emp.) 4/23/2026 "Empowers Multi-Channel Fan Engagement & Personalization" 4.5/5 What do you like best about Braze? I use Braze at Man City to grow and engage our database with timely and relevant content and offers. I appreciate that Braze powers our messaging across email, content cards, SMS, push, and other channels, enabling us to reach the right fans at the right time with personalization at scale. I like that Braze has helped us become less reliant on email and broaden our fan reach with increased relevancy and personalization. Its intuitive, low-barrier framework is great for campaign building, delivery, and evaluating success and best practices. I find the canvas building feature valuable for testing, learning, and optimizing fan communications. Another feature I like is audience sync for META ad targeting, which optimizes ad spend and fan acquisition. The learning tools, pathways, and in-person boot camps have greatly helped increase and develop my knowledge of Braze. Review collected by and hosted on G2.com. What do you dislike about Braze? NA Review collected by and hosted on G2.com. What problems is Braze solving and how is that benefiting you? I use Braze to engage our database with timely, personalized content, reducing our email reliance. It broadens fan reach across multiple channels, boosting relevance and personalization. It also supports campaign building, evaluation, and optimization using various tools and integrations. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign ![Verified User in Financial Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Financial Services") UF Verified User in Financial Services Enterprise (\> 1000 emp.) 4/29/2026 "Easy-to-Use Canvas and Tailored Data Integration Make Braze Stand Out" 4.5/5 What do you like best about Braze? My favourite part of Braze, compared with other CRM platforms, is how easy Canvas is to use. It makes it simple to build journeys that are still intricate when they need to be. Braze AI is also a helpful tool. We also have a rich amount of data that integrates in to Braze, making the platform very tailored to our needs. When i first started in my role, I felt their may be a steep learning curve - but with the amount of Braze courses and support, its been easy to get up to speed. Review collected by and hosted on G2.com. What do you dislike about Braze? Although I like Braze AI, I feel it could benefit from being faster. At times, it feels like I’m stuck waiting for a response. Review collected by and hosted on G2.com. What problems is Braze solving and how is that benefiting you? Braze is helping us pull in rich data from our databricks account and our app. Its helping us talk to our customers in a hyper personalised way. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Jamie Y.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jamie Y.") JY Jamie Y. Digital Manager Mid-Market (51-1000 emp.) 5/18/2026 "Easy, Powerful User Pathways and Segmentation for Hyper-Relevant Messaging" 4.5/5 What do you like best about Braze? I like how easy it is to build complex user pathways, so users can receive hyper-relevant content related to any data point in their profile. The ability to build segments and then preview the users means I can quickly look up business-relevant statistics without involving our data team. Review collected by and hosted on G2.com. What do you dislike about Braze? The inability to use historic event property data for personalisation in canvas messaging can be frustrating. Of course, there are workarounds to this, but they feel cumbersome compared to the desired use case. Review collected by and hosted on G2.com. What problems is Braze solving and how is that benefiting you? Braze allows us to easily contact thousands of unique users every year, for very specific use cases. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Staffing and Recruiting](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Staffing and Recruiting") US Verified User in Staffing and Recruiting Mid-Market (51-1000 emp.) 9/14/2023 "Braze is a great platform - easy to use enabling the use of different features across our business!" 5/5 What do you like best about Braze? With the addition of landing pages, we’re now able to deploy pages quickly, which is particularly valuable for large-scale business projects that only need to be live for a shorter period of time. It allows for our engineering team to still focus on other business initiatives and we no longer need to rely on them to set these up due to the functionality of the page building in braze. There are also enhanced AI functionalities that help reduce the time from idea to execution, making it easier to move quickly and efficiently. The analytics are strong for gaining quick insights into how different campaigns are performing without having to delve too deep, and report building is now more intuitive, reducing the amount of manual time required. Review collected by and hosted on G2.com. What do you dislike about Braze? Sometimes it's difficult to understand what we are missing from an engineering/development point of view to launch things in Braze efficiently. The features are there and we seem to have what we need however, there's no flags and detailed information on everything that is needed for each step without having to give it a go and find out the problems later down the line Review collected by and hosted on G2.com. What problems is Braze solving and how is that benefiting you? Braze is allowing us to automate our communications with our customers at all stages of the customer lifecycle with ease and it allows us to keep to test and trial new avenues we haven't explored yet to reach customers in different areas with personalised content Review collected by and hosted on G2.com. Show More 4/8/2026 Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Financial Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Financial Services") UF Verified User in Financial Services Mid-Market (51-1000 emp.) 7/22/2023 "Good tool to build communications at scale" 4.5/5 What do you like best about Braze? Over the last couple of years, Braze made a effort to include AI to its solution. Some of the features are still to be tested, but AI Decisioning comes in quite handy. On top of that, they finally released the long-awaited message prioritisation, which is something Braze users had been waiting for years. Review collected by and hosted on G2.com. What do you dislike about Braze? While I'm overall very happy with Braze, I noticed that Customer Support response times started getting bigger over the last year. Braze recently implemented AI for customer support and I'm wondering if the amount of 'humans' in their support team might have been impacted as a result. Review collected by and hosted on G2.com. What problems is Braze solving and how is that benefiting you? Braze is very helpful when it comes to creating personalised communications at scale. We are able to send the same email across 11 different languages and several markets by creating one single template. This saves a lot of time when building automations across all our markets and it makes us way more flexible when it comes to A/B testing and tracking the uplift our marketing communications generate. Review collected by and hosted on G2.com. Show More 4/7/2026 Current UserValidated ReviewerIncentivizedSource: Seller invite ![Alice D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Alice D.") AD Alice D. Assistant CRM Manager Enterprise (\> 1000 emp.) 4/27/2026 "User-Friendly with Powerful Personalization" 3.5/5 What do you like best about Braze? I find Braze to be user-friendly and intuitive, making it easy to navigate. The data is easy to access and store, which is really convenient for managing large databases. I appreciate the Liquid feature which helps us to personalize messages at scale without a lot of manual input. I use Canvases the most and find them easy to segment and sort in triggered flows. I'm also fond of AI tools like Intelligent Channel, Selection, and Timing. Review collected by and hosted on G2.com. What do you dislike about Braze? I think the AI operator could be easier to use, it's not super user-friendly currently. The initial setup of Braze wasn't entirely smooth but was worth it in the end. Review collected by and hosted on G2.com. What problems is Braze solving and how is that benefiting you? I use Braze for sending marketing messages and managing our large database. It's user-friendly and intuitive, making data easy to access and store. Liquid helps us personalize messages at scale without much manual input. Review collected by and hosted on G2.com. Show More Response from Andrea Nieto of Braze [Editedit](https://www.g2.com/survey_responses/braze-review-12696041/official_response/edit) Thanks for the detailed feedback. It’s great to hear Braze is helping you manage data effectively and scale personalized messaging with tools like Liquid and Canvas. We also appreciate your input on the AI operator and the initial setup experience. Ease of use is critical, and we’re continuing to refine both onboarding and AI workflows to make them more intuitive. Your feedback has been shared with the team. Thanks again for taking the time to share your experience. It’s incredibly valuable. 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