Braze coordinates customer engagement across channels very well, and the real-time personalization has felt consistently timely and relevant. Automated Scheduling is indispensable for getting campaigns out at the right time, and Template Management helps maintain consistency and speeds up campaign creation. Survey/Poll Management is also valuable for collecting customer feedback, understanding preferences, and improving engagement strategies. Braze AI has been helpful for identifying customer segments for targeted campaigns by analyzing engagement patterns and suggesting relevant audiences, and it has significantly improved which message or experience customers receive. Review collected by and hosted on G2.com.

Mass Texting can be challenging due to message limits and delivery issues. Interaction Tracking can make it difficult to analyze customer engagement across channels. Consent Management also requires careful handling of opt-ins and opt-outs to ensure compliance and prevent unwanted messages. With AI recommendations, I still have to validate them against our suppression rules and eligibility criteria to make sure the campaign reaches only the intended customers. Review collected by and hosted on G2.com.

I like that SMS Marketing enables timely, personalized messages and drives customer engagement through direct communication. Website Visitor Tracking and Web Analytics help me understand user behavior, measure campaign performance, and optimize customer journeys for better conversions. Braze also coordinated customer engagement across channels very well, and the personalization has felt timely and relevant consistently. Braze AI helped generate personalized message content using customer attributes and Liquid, which saved time during campaign setup. Review collected by and hosted on G2.com.

Campaign Segmentation can be complex to manage, Multi-Campaign coordination can be time-consuming, and Visual Analytics may lack the flexibility needed for deeper insights. The AI output sometimes requires manual review to make sure the personalization logic and message content are accurate before launch. Review collected by and hosted on G2.com.

I love that the Data Import & Export Tools, User, Role & Access Management, and Performance & Reliability help ensure customer data is accurate, access is secure, and campaigns run efficiently at scale. It coordinated customer engagement across channels very well, and the real-time personalization was usually timely and relevant. The AI also helped me create personalized campaigns by suggesting message content based on customer behavior, which saved time and made campaign creation more efficient, and it led to a significant improvement in which message or experience customers receive. Review collected by and hosted on G2.com.

Workflow capability can be complex to manage, internationalization can make localization challenging, and sandbox/test environments may not fully reflect real-world production behavior. On the AI side, some suggestions were too generic and didn’t fully match the brand’s tone or customer preferences, so I had to review and edit before launching. Review collected by and hosted on G2.com.

I like that Braze can unify customer data from multiple sources and export engagement insights, which helps with better segmentation, personalization, and campaign optimization. It coordinated customer engagement across channels very well, and the real-time personalization has felt consistently timely and relevant. Braze AI also helped streamline engagement by generating personalized messaging and audience insights, saving time in campaign creation. Review collected by and hosted on G2.com.

Braze’s limitations in internationalization, sandbox testing, and lead management can make it harder to deliver localized global experiences, safely validate campaigns, and manage prospects without relying on additional integrations. I also don’t use social media integration, workflow automation, or content management because they may not fully meet our needs for seamless cross-channel engagement, flexible campaign orchestration, and centralized content management, potentially requiring additional tools or integrations. On the AI side, the output sometimes needs manual refinement to ensure accuracy, relevance, and consistency with our brand voice. Review collected by and hosted on G2.com.

At the company I work for, we use Braze to manage marketing and service communications across multiple channels, including in-app messages, push notifications, SMS, emails, and web messages. This allows us to reach our customers through the channels that best suit their needs and preferences. By using Braze, we can create personalized and timely communications based on customer behavior and interactions, ensuring a consistent customer experience across different touchpoints. The platform also enables us to automate communication flows and coordinate messages across channels, helping us improve customer engagement and deliver relevant information at the right moment. Review collected by and hosted on G2.com.

In our company, we find that the reporting and dashboard capabilities within Braze are currently quite limited and difficult to customize to our specific needs. This makes it challenging to gain a clear overview of campaign performance and analyze key metrics in a way that aligns with our business objectives. As a result, we often need to rely on additional tools or manual processes to collect, combine, and interpret data, which can be time-consuming and limits our ability to efficiently generate actionable insights. Review collected by and hosted on G2.com.

I really appreciate Braze for its effective segmentation and the clarity it provides without complicating steps. The custom and nested custom attributes are a big win for me, as they give me exact data about users, allowing for precise targeting based on campaign content. Additionally, I find the canvas path feature helpful for showing the path clearly. The initial setup of Braze was quite straightforward, meeting our needs with ease. I'm likely to recommend Braze with a solid 8 out of 10 rating. Review collected by and hosted on G2.com.

I faced challenges with the IAM setup, which caused delays in data transfer and login for users. This issue affects how effectively data is transferred to Braze. Review collected by and hosted on G2.com.

I appreciate how quick Braze is, which really helps in our journey of customer engagement. The feature I find particularly invaluable is the Braze AI. It's a very good tool that enables AI platforms to connect with customer engagement planning. I like that it offers predictive suits and multiple AI tools that make it easy and fast to execute tasks. Also, its capability for cross-channel messaging and journey orchestration is impressive. Additionally, I find the setup pretty easy because it's straightforward, with a very good user-friendly platform that helps everyone access it easily. The user guide is really helpful too. Review collected by and hosted on G2.com.

There’s a steep learning curve. Canvas logic, Liquid templating, and the segmentation/attribute model take real time to master, especially for newer users. Pricing is also on the higher side, and it can get harder to justify as contact and message volume scales—particularly for smaller teams. In more complex Canvases, the UI can feel cluttered. Large, multi-step flows with lots of branches can quickly become visually messy and harder to debug. Reporting is another area with limitations. The native analytics are decent, but they’re often not granular enough, so many teams end up exporting data to BI tools for deeper analysis. Review collected by and hosted on G2.com.

What I like most about Braze is how it brings customer data and communication channels together to support more personalized customer experiences. I’m especially impressed by the platform’s segmentation and personalization capabilities, as they help businesses send more relevant messages rather than treating every customer the same. I also appreciate being able to coordinate communication across multiple channels and use customer behavior to decide which message to deliver and when. Overall, the platform feels particularly well suited for organizations that want to build long-term customer relationships rather than simply send one-time marketing messages. Review collected by and hosted on G2.com.

The platform can have a significant learning curve. Its many features and customization options may feel overwhelming for new users or organizations with limited technical resources. Review collected by and hosted on G2.com.

What I like most about Braze is the flexibility it provides for building and managing complex CRM campaigns. Canvas makes it easy to create sophisticated customer journeys, while Liquid allows for highly personalized and dynamic content. I also like the segmentation capabilities, testing options, and integrations, which make it easier to manage campaigns across different channels and use cases. Review collected by and hosted on G2.com.

Braze can have a learning curve, especially when working with advanced Liquid personalization, complex segmentation, and more sophisticated Canvas setups. Some features can also require additional testing and troubleshooting to ensure everything works as expected. The platform could benefit from making certain advanced functionalities more intuitive and providing clearer guidance for complex use cases. Review collected by and hosted on G2.com.

Braze offers an incredibly flexible and user-friendly platform for managing multi-channel customer engagement. Its Canvas Flow tool allows us to easily orchestrate complex customer journeys across channels like email, push notifications, SMS, and in-app messaging, all with an intuitive drag-and-drop interface.

Another highlight is the robust personalization capabilities through Liquid templating and Connected Content, enabling dynamic content experiences based on user data.

Additionally, the integration with analytics tools and native reporting makes it seamless to measure engagement and optimize campaigns. Braze's real-time segmentation and event-based triggers significantly improve the relevance and timing of our communications.

The support team and documentation are also very helpful, providing detailed guidance for implementation and troubleshooting. Review collected by and hosted on G2.com.

While Braze is very powerful, there is a steep learning curve for teams that are new to marketing automation platforms. The extensive use of Liquid for personalization, while flexible, can require technical expertise to implement advanced use cases properly.

Additionally, managing action credits and understanding billing related to different message types (especially with new channels like WhatsApp and webhooks) could be more transparent within the interface.

Finally, while Braze offers several out-of-the-box integrations, some custom integrations require significant technical effort, especially when dealing with complex data synchronization from internal systems. Review collected by and hosted on G2.com.