I primarily use Braze to check if our customers are subscribed to the correct communications, and I can manually opt in a customer to a particular communication. It's a really useful tool for a quick reference to instill confidence that the customer has received what they want, when they want it. I find Braze's navigability and format to be intuitive, which makes it easy to use. The support I have received from Braze is second to none, especially when dealing with issues related to Microsoft limiting our throttling. Their advice and support were excellent. Review collected by and hosted on G2.com.

I find that more information on why a user's email has become 'invalid' would be helpful. We sometimes see notes that a customer's communication has 'soft bounced' or has become 'invalid' without real context as to how this may have happened or how to address it. Review collected by and hosted on G2.com.

I like how flexible and easy Braze makes it to build personalized customer journeys. I find Canvas to be one of my favorite features because it simplifies creating and visualizing complex user flows. Liquid allows me to personalize messages based on customer data without any complications. I also appreciate the powerful segmentation, real-time event tracking, and the ability to manage multiple communication channels from one platform. The interface is intuitive, and I can launch campaigns quickly. The reporting tools are helpful in measuring performance and optimizing campaigns over time. Review collected by and hosted on G2.com.

One area that could be improved is the Revenue Dashboard. In my experience, the revenue figures don't always align with our internal reporting, which can make it difficult to rely on the dashboard for accurate revenue analysis. Better attribution, improved data accuracy, and more transparent reporting would make this feature much more useful. Other than that, Braze has been a solid platform for managing and automating customer engagement campaigns. 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.

I love that Braze is a very advanced and efficient tool, while being very easy to use. The integration with other tools is also very simple, which allows my BI team to work with Braze to provide other data. Launching campaigns and the campaign editors are very easy to use. Creating audiences and segments is also very intuitive, you just need to select the attributes and events. This is valuable because it allows us to better understand our users and send the right message at the right time, which is essential for our retention, acquisition, and churn strategies, and to have a complete history of our users. Review collected by and hosted on G2.com.

The content cards, which still do not support HTML, are very limiting for us. The initial installation of Braze was quite burdensome for Marketing users, requiring the support of Product teams and developers. Review collected by and hosted on G2.com.

I primarily use Braze for email and SMS marketing. I find it to be the most efficient way of communicating with our base compared to other platforms we've tried. I really like the AI integration that Braze offers, including both the live version and the one that's in development. It's cool how it can build emails with relatively simple setups, and I especially appreciate the integration with Canva for developing imagery. The live language translation feature also seems really interesting, and I'm planning to explore it further. Review collected by and hosted on G2.com.

The canvases seem a little complex compared to the platforms I've used before, but I think a lot of that is just me getting used to it. Review collected by and hosted on G2.com.

Their data capabilities are very upfront and accessible - they provide access to things like APIs/SQL etc. for marketers that generally would only be touched by more technical people. This gives much more opportunity for us to scale personalisation and customer journeys, especially using their advanced AI features. Review collected by and hosted on G2.com.

Because all the technical features are so upfront, it can be complex to understand segments and how to set up certain journeys like abandon cart or just general logic. They also have loads of add ons which can be hard to keep track of. Review collected by and hosted on G2.com.