Braze Customer Engagement Platform

Cross-channel orchestration: the ability to manage multiple different digital tools in one platform. Innovative AI decisioning features and self-serve tools to troubleshoot / create liquid logic.

My favorite part of Braze was the ability to contact users in-app, without any overhead or bottlenecks from our engineering team. We also appreciated their privacy focus, as that's something very important to our company and end users. User Segmentation was also a great tool in the app that we used to understand our range of personas in order to customize the experience to specific ICP's.

Braze is a well-rounded tool that enables our team to operationalize key campaigns that have a direct impact on our business results. The multiple options available in Braze for automation and flexibility in setting-up A/B tests is very important. We also like the flexibility in creating individualized customer journeys that factor in messaging channels, trigger events and timing. The team at Braze has always been helpful in supporting us with proactive conversations and quick responses when we need help. The available product guides, training, and resources available as self service online are extensive and provide easy insights on how to use available features to take our campaigns to the next level.

SMS offering could be improved. Need the ability to have different user phone numbers associated with different subscription groups. Also their link shortening offering is still not up to par where we need it to be. They do not have a universal linking solution so clients who have our app are not always deeplinked which is a problem. Additionally, would like to have better visibility into our SMS / RCS consumption within the dashboard to allow us to make adjustments as needed to ensure we are pacing appropriately and don't run into overage charges.

I didn't like how it could be un-customizable at times, especially with in-app pop-ups. Our end users are very sensitive to us using third-party vendors, and we have a very specific and niche design language that we use within the UI. If we give them a pop-up that doesn't follow that visual pattern that is so established, it can very quickly break down trust in our product. We also looked into implementing content cards into a homepage experience using Brave, and it wasn't feasible after exploring those capabilities, mostly more struggles around customization

Any customer engagement platform that uses real-time customer data requires a direct connection to the website or app. This means that multiple teams are going to be involved in the deployment and maintenance of the integration, which can be difficult. I wish there was more autonomy within the Braze dashboard with the data being sent into Braze, but I don't think that other platforms provide anything more than Braze with this.