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.

The stability that the product creates. It rarely breaks!

What I appreciate most about Braze is its ability to deliver highly personalised customer experiences. The platform supports multiple channels such as push, email and in-app messaging, all from a single dashboard. The workflow builder is intuitive, and the segmentation and targeting tools allow us to reach the right audience at the right time.

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.

- Less direct integrations with our existing systems - Thought there were more partner products (direct Snowflake SQL querying in tool) - Operational challenges (need to save all the time or lose all past work)

High cost: This can be expensive for smaller teams or organisations. Steep learning curve for advanced features: Liquid, segmentation and personalisation take time to fully understand and implement. Occasional reporting limitations: certain analytics and reporting features can be less flexible than expected, sometimes requiring additional workarounds to get the insights we need.