Braze, Inc.

What do you like best about the product?

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.

What do you dislike about the product?

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.

What problems is the product solving and how is that benefiting you?

Braze centralizes customer engagement, enabling me to manage campaigns across channels from one platform. Its real-time data and segmentation enhance customer interactions, while automation simplifies launching campaigns quickly without heavy developer reliance.

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.

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.

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.

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.

I have been using Braze for about one year.

Braze is already doing great with their security because they have a lot of security certificates.

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.

Public Cloud

Amazon Web Services (AWS)

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.

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.

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.

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.

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

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.

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.