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Braze, Inc.
Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty. The company has been recognized as a 2024 U.S. News & World Report Best Companies to Work For, 2024 Best Small & Medium Workplaces in Europe by Great Place to Work, 2024 Fortune Best Workplaces for Women by Great Place to Work and was named a Leader by Gartner in the 2024 Magic Quadrant for Multichannel Marketing Hubs and a Strong Performer in The Forrester Wave: Email Marketing Service Providers, Q3 2024. Braze is headquartered in New York with 15 offices.
Reviews (1684)
Basil Xavier
Automated journeys have made student communications timely, personalized, and data driven
Reviewed on Jul 04, 2026
Review provided by PeerSpot
What is our primary use case?
What is most valuable?
Regarding my use case with Braze, one of the biggest strengths is the ability to create a real-time and data-driven customer journey using trigger-based and event-based triggers.
The best features of Braze are its real-time customer engagement capabilities and the ability to personalize journeys across multiple channels.
Braze helps me personalize journeys across those channels by allowing me to create personalized communication based on where a prospective student is in the application journey. For example, I would set up a workflow where, when the student submits an inquiry form, Braze automatically sends a personalized welcome email with information about the relevant program and upcoming events.
Braze has positively impacted my team and our student communication, making it more timely, personalized, and automated through the admission process.
Since using Braze, the specific outcome I have noticed is that it is used for a time-saving process.
What needs improvement?
Braze can be improved in several areas. The learning curve can be steep for new users, especially when building a complex customer journey or reconfiguring the advanced segment. The reporting and dashboard customization could be more flexible, allowing users to create more tailored analytics without relying on external tools.
For how long have I used the solution?
I have been using Braze for the last eight months.
What do I think about the stability of the solution?
Braze is stable.
What do I think about the scalability of the solution?
Regarding the scalability of Braze, it can easily integrate with existing systems, so its scalability is good. It can be used for a small team up to large enterprises with millions of users.
How are customer service and support?
The customer support regarding Braze is good. Whenever I need it, I can receive responsive and knowledgeable assistance. The support team is generally quick to acknowledge the issue and provide clear troubleshooting guidance.
Which solution did I use previously and why did I switch?
Previously, we have used several tools. Since Braze is a new tool, we are trying to utilize it. We are using it effectively currently.
How was the initial setup?
During the initial setup, the biggest challenge we faced was integrating Braze with our existing system and ensuring that customer data and events were flowing correctly.
What was our ROI?
I have not seen a return on investment, so I cannot share relevant metrics.
What's my experience with pricing, setup cost, and licensing?
I had no problems with the pricing, setup cost, and licensing.
Which other solutions did I evaluate?
We did not evaluate other options before choosing Braze because we were already using something like Meta Business and other types of HotSpot-type tools. Since Braze is a new solution, we are using it.
What other advice do I have?
Braze can integrate well with existing systems through APIs and prebuilt connectors, allowing customer and application data to flow automatically between the platforms. In a higher education admission workflow, we can integrate with a CRM, student application portal, and an analytical tool.
We manage user permissions in Braze using role-based access control. Different roles are assigned based on job responsibilities.
Braze can support our compliance efforts by providing features that help manage customer privacy and data governance requirements. We use the consent and preference management to ensure communications are sent only to users who have opted in. We honor opt-out requests across the supported channels. User profiles can be updated or deleted whenever required. This helps us respond to data access requests under regulations such as GDPR and CCPA.
We can monitor the effectiveness of Braze using in-built analytics and reporting dashboards. Key metrics we can track include email open rates, click-through rates, conversion rates, push notification engagement, subscription rates, and campaign delivery performance.
Braze helps me optimize the timing of my communications while learning the platform.
My advice for others looking into using Braze is to start by clearly defining your customer journey and data strategy before implementing Braze.
Braze's AI capabilities are generally accurate and reliable for marketing use cases, particularly for audience segmentation, personalized message sending, time optimization, and campaign recommendations.
Braze is installed in an on-premises setup, but more or less, it functions like a private cloud where we will be hosting or uploading it. Mostly, it will be used inside the campus.
I would rate this review an 8 out of 10.
Anonymous
User-Friendly Automation with Great Support
Reviewed on Jun 23, 2026
Review provided by G2
What do you like best about the product?
I like how Braze is user-friendly, making it feel like I can hit the ground running without the need for extensive technical skills. The simplicity and user interface are aspects that I really enjoy, and the support team is also good.
What do you dislike about the product?
I mean, I think if the canvas emails could be duplicated or like you can copy existing manual campaigns into canvas journeys, that would be epic. Like it can provide and manually update my canvas in the draft phase and do a before and after like key suggestions and areas of improvement.
What problems is the product solving and how is that benefiting you?
Braze automates email campaigns easily, so I don't have to send them manually.
Muhamad Zidane
Journey flows have streamlined omnichannel retargeting and improved behavioral insight tracking
Reviewed on Jun 22, 2026
Review from a verified AWS customer
What is our primary use case?
I am using Braze primarily for the CRM system, especially for customer service and ticketing.
I am using Braze for my sub-brand called OLX Mobi for retargeting.
I am using Braze for analyzing data on user behavior, tracking user interactions, and checking their best time for conversion.
What is most valuable?
The best features Braze offers are their journey flows.
I appreciate Braze's journey flows for their ease of use and flexibility.
I love Braze for their retargeting and automation because their automation tracks down user behavior in near real-time, allowing us to convert users based on their trigger actions.
Braze gives me a better ROI, especially regarding manpower, because within Braze, I can get one single software to track down behavior across all platforms.
For the fewer employees needed, the job that was previously done by two junior CRM staff now only requires one junior CRM specialist instead of three.
What needs improvement?
Braze needs to provide local support, especially for Indonesia, so we can discuss local context more effectively.
I have never used the AI capabilities; however, regarding AI accuracy, I believe Braze needs significant improvements because sometimes the copy is not very human-like and appears somewhat robotic.
For how long have I used the solution?
I have been using Braze for about one year.
How are customer service and support?
Braze is already doing great with their security because they have a lot of security certificates.
What other advice do I have?
If you have a chance, you should try Braze because, among CRM systems, I believe Braze is one of the best in terms of UI and UX, especially for newbies. New users in the CRM field will adopt Braze faster than other CRM tools.
I chose a rating of eight out of ten because Braze has a better UI and a more superior user experience than similar software. I would rate Braze an eight on a scale of one to ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Jhoel F.
Streamlined Cross-Channel Campaign Management
Reviewed on Jun 17, 2026
Review provided by G2
What do you like best about the product?
I love how Braze ties email, in-app messaging, and push notifications into a single platform, letting me run cross-channel campaigns for our clients efficiently. The intuitive interface makes it very easy to learn and use, and I appreciate the ability to layer different capabilities for building sophisticated, multi-step customer journeys. The customer journey mapping feature is fantastic as it shows me the whole journey clearly with segmentation and filters in one view, which helps me refine targeting and design client campaigns more deliberately.
What do you dislike about the product?
I wish they'd refine what they already do well. The push story builder has fields that overlap and gets visually messy with a lot of liquid code. Intelligent timing is boxed into a fixed window, which is a limitation I'd love to see relaxed. Some features feel like they were shipped once and then left untouched while focus shifted towards AI. Circling back to polish some of the older tools would go a long way.
What problems is the product solving and how is that benefiting you?
I use Braze to tie email, in-app messaging, and push notifications into one platform, streamlining cross-channel campaigns without juggling tools, and reducing costs. It also lets me map customer journeys clearly, which enhances my campaign planning.
Timothée C.
Streamlined User Engagement with Powerful AI
Reviewed on Jun 03, 2026
Review provided by G2
What do you like best about the product?
I appreciate how Braze lets me send personalized marketing communications without the usual overhead and reach users quickly to get a real read on their behavior and interests. The intuitive platform paired with the AI helps me deliver the right messages at the right time, which is what stands out for me. The AI suite carries a lot of the load, tailoring communications so each user gets something that fits rather than a blanket blast. I lean on the intelligent timing and channel selection more than I expected, since landing the right message at the right moment is half the battle in our work. While rolling it out was a sizeable project, the initial setup went far more smoothly than I had braced for and was very easy with no bigger problems.
What do you dislike about the product?
Where it falls short is the email builder. The drag-and-drop editor is fairly bare-bones, and putting together a campaign that genuinely looks polished tends to push me back into HTML, which is not where I want to spend my afternoon. The Segment feature also drags its feet, often taking a while to crunch audience figures, and that slows me down when I am trying to move at pace.
What problems is the product solving and how is that benefiting you?
Braze lets me send personalized marketing communications without the usual overhead, quickly reach users, and understand their behavior and interests so I can deliver the right messages at the right times without second-guessing.
Marcin D.
Empowering Omnichannel Marketing with Intuitive Features, But Pricing and Support Need Improvement
Reviewed on Jun 01, 2026
Review provided by G2
What do you like best about the product?
I like that Braze lets me run omnichannel campaigns in sync with Salesforce and Snowflake, which prevents fragmented outreach. I appreciate not having to lean on the data team every time and can build and tweak campaigns on my own using the drag-and-drop canvas and segmentation tools. The interface doesn’t fight me, and the AI features are valuable for how we manage inbound. Reporting on events rather than revenue alone helps me make better pitches to leadership.
What do you dislike about the product?
The weak point is the issue of interpersonal relationships. Our time with the sales team and their onboarding partner Covalent never felt built around how we actually operate, and prying a timely answer out of them was a tall order. The Salesforce integration not being native is a genuine gap for us, and the per-message pricing has a habit of climbing as volume grows. Between webhook, email, and contact charges, the bill mounts up faster than platforms that fold more into a flat fee.
What problems is the product solving and how is that benefiting you?
Braze lets me run omnichannel campaigns in sync with Salesforce and Snowflake, solving fragmented outreach issues. It allows fast iterations with dynamic segmentation, supports HIPAA compliance, and minimizes reliance on engineering. The drag-and-drop canvas and AI features enable me to work independently and efficiently.
Michel K.
Empowers Marketing, Limited by Integration Hiccups
Reviewed on May 30, 2026
Review provided by G2
What do you like best about the product?
I appreciate most how little engineering effort Braze needs once the integration is in place. The drag-and-drop canvas means I'm no longer the bottleneck for routine work, and the segmentation engine handles complexity that would have needed custom modeling elsewhere. Event-based reporting and attribution beyond revenue have made conversations with marketing more productive, since we are looking at the same numbers. It lets us run real omnichannel campaigns from one platform with Salesforce and Snowflake feeding it in the background. Dynamic segmentation and personalized testing happen without me writing one-off queries, and HIPAA compliance removes one of the legal blockers we used to hit. Quick iteration is underrated, marketing can ship and learn without me cutting tickets every time. The initial SDK wiring took a couple of sprints, but since then marketing builds and iterates campaigns without pulling me into every change.
What do you dislike about the product?
Onboarding was where things fell apart, the sales team and their partner Covalent did not seem particularly interested in our setup, which made the first few months slower than necessary. The Salesforce integration also disappointed, the connection is not native and we ended up building around the gaps ourselves. Pricing is the longer-term concern, the per-message model scales unpredictably and add-on fees for webhooks, email, and contacts pile up fast. Salesforce sync is not native so it lags and breaks on schema changes, and the per-message pricing makes forecasting a headache.
What problems is the product solving and how is that benefiting you?
I use Braze for running omnichannel campaigns from one platform, handling dynamic segmentation and HIPAA compliance without custom work, and enabling fast marketing iterations without cutting tickets.
Retail
Easy to Use with Intuitive Features and a Great Support Team
Reviewed on May 20, 2026
Review provided by G2
What do you like best about the product?
Easy to use, great support team and intuitive features
What do you dislike about the product?
Sometimes we experience reporting issues, or personalisation limits, however this is more due to set up
What problems is the product solving and how is that benefiting you?
Saves time and training as easy to use
Jamie Y.
Easy, Powerful User Pathways and Segmentation for Hyper-Relevant Messaging
Reviewed on May 18, 2026
Review provided by G2
What do you like best about the product?
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.
What do you dislike about the product?
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.
What problems is the product solving and how is that benefiting you?
Braze allows us to easily contact thousands of unique users every year, for very specific use cases.
Marketing and Advertising
Powerful Canvas Automations, But Scheduling and Timezone Settings Need Work
Reviewed on May 06, 2026
Review provided by G2
What do you like best about the product?
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.
What do you dislike about the product?
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.
What problems is the product solving and how is that benefiting you?
Braze solves the challenge of delivering timely, behaviour-driven messaging, which is particularly valuable for our VIP upgrade funnel at Cross The Tracks. Previously, upgrading customers required more manual follow-up and often missed the ideal moment to convert interest into action. Now, through our integration with Kaboodle, ticket purchase data flows into Braze in real time, allowing us to trigger a “thank you” email immediately after someone buys a standard ticket, with a clear and relevant VIP upgrade offer included. This instant response means we are reaching customers at peak intent, while their purchase is still top of mind. We can then build on this with follow-up reminders and tailored messaging depending on whether they engage or upgrade. This approach has made the process far more efficient and has led to stronger upgrade conversion rates, while also creating a smoother and more personalised experience for our audience.