Braze, Inc.
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Braze
What do you like best about the product?
I've found Braze to be an incredibly user-friendly platform with a clean interface and intuitive navigation. It offers a robust suite of features for customer engagement, and I’ve been consistently impressed by the thoughtful design and functionality. The learning and training paths are especially helpful—whether you're new to the platform or looking to deepen your skills, the resources are well-organized and easy to follow. Overall, Braze makes it easy to execute complex campaigns while continuing to grow your knowledge along the way. Highly recommend for teams looking for a powerful, accessible marketing tool.
What do you dislike about the product?
While the platform is user-friendly overall, some of the more advanced features take time to fully understand and implement without prior technical knowledge. Thankfully, Braze offers great learning sessions to help users navigate these complexities.
What problems is the product solving and how is that benefiting you?
Braze helps solve the challenge of delivering timely, personalized messaging across multiple channels—email, push, in-app, and more—all from a single platform. Before using Braze, coordinating campaigns across these channels was time-consuming and often inconsistent. Now, with features like Canvas Flow, segmentation, and real-time data triggering, we're able to create seamless, automated journeys that respond to user behavior in the moment.
A robust and scalable customer engagement platform with excellent personalization capabilities
What do you like best about the product?
Braze offers an incredibly flexible and user-friendly platform for managing multi-channel customer engagement. Its Canvas Flow tool allows us to easily orchestrate complex customer journeys across channels like email, push notifications, SMS, and in-app messaging, all with an intuitive drag-and-drop interface.
Another highlight is the robust personalization capabilities through Liquid templating and Connected Content, enabling dynamic content experiences based on user data.
Additionally, the integration with analytics tools and native reporting makes it seamless to measure engagement and optimize campaigns. Braze's real-time segmentation and event-based triggers significantly improve the relevance and timing of our communications.
The support team and documentation are also very helpful, providing detailed guidance for implementation and troubleshooting.
Another highlight is the robust personalization capabilities through Liquid templating and Connected Content, enabling dynamic content experiences based on user data.
Additionally, the integration with analytics tools and native reporting makes it seamless to measure engagement and optimize campaigns. Braze's real-time segmentation and event-based triggers significantly improve the relevance and timing of our communications.
The support team and documentation are also very helpful, providing detailed guidance for implementation and troubleshooting.
What do you dislike about the product?
While Braze is very powerful, there is a steep learning curve for teams that are new to marketing automation platforms. The extensive use of Liquid for personalization, while flexible, can require technical expertise to implement advanced use cases properly.
Additionally, managing action credits and understanding billing related to different message types (especially with new channels like WhatsApp and webhooks) could be more transparent within the interface.
Finally, while Braze offers several out-of-the-box integrations, some custom integrations require significant technical effort, especially when dealing with complex data synchronization from internal systems.
Additionally, managing action credits and understanding billing related to different message types (especially with new channels like WhatsApp and webhooks) could be more transparent within the interface.
Finally, while Braze offers several out-of-the-box integrations, some custom integrations require significant technical effort, especially when dealing with complex data synchronization from internal systems.
What problems is the product solving and how is that benefiting you?
Braze solves the challenge of scaling personalized communication across multiple channels, ensuring that our messaging is both timely and relevant. By consolidating messaging orchestration into a single platform, it eliminates silos between teams and systems, allowing for more cohesive customer experiences.
With Braze's event-based triggers and real-time segmentation, we can respond instantly to user behaviors, which has significantly improved user activation rates and long-term retention.
Moreover, the platform’s analytics and reporting capabilities provide deep insights into campaign performance, enabling data-driven decisions that directly impact our customer engagement and revenue growth.
With Braze's event-based triggers and real-time segmentation, we can respond instantly to user behaviors, which has significantly improved user activation rates and long-term retention.
Moreover, the platform’s analytics and reporting capabilities provide deep insights into campaign performance, enabling data-driven decisions that directly impact our customer engagement and revenue growth.
A powerful lifecycle engine—if you’ve got the data to drive it
What do you like best about the product?
Braze runs daily across our GTM motion at Drova. It’s plugged into our stack—Segment, Zoho, Relevance AI, PostHog—and powers key journeys like onboarding, email nurture, and free-to-paid conversion.
We’re triggering campaigns off CRM fields, custom events, and form submissions. Messaging is behaviour-driven and personalised at the account/contact level. Canvas Flow gives us the flexibility to adapt logic based on what users do (or don’t do) across web, email, and product.
Ease of use is solid once you’re up the curve. Building and testing canvases is smooth. We run Braze every day—it’s our primary channel for lifecycle comms. Even non-technical team members can confidently build and ship campaigns, as long as we’ve done the data groundwork.
And customer support? Best in class. Shoutout to Kathi—responsive, detailed, and genuinely helpful. That kind of support makes a huge difference when you’re moving fast.
We’re triggering campaigns off CRM fields, custom events, and form submissions. Messaging is behaviour-driven and personalised at the account/contact level. Canvas Flow gives us the flexibility to adapt logic based on what users do (or don’t do) across web, email, and product.
Ease of use is solid once you’re up the curve. Building and testing canvases is smooth. We run Braze every day—it’s our primary channel for lifecycle comms. Even non-technical team members can confidently build and ship campaigns, as long as we’ve done the data groundwork.
And customer support? Best in class. Shoutout to Kathi—responsive, detailed, and genuinely helpful. That kind of support makes a huge difference when you’re moving fast.
What do you dislike about the product?
There’s still friction with custom event handling and data dependencies. If your event taxonomy or attributes are inconsistent, you’ll run into headaches—especially with API-based logic and identity management.
The platform expects a mature data setup. We’ve had to implement internal standards to keep campaigns organised and avoid errors—naming conventions, QA steps, branching rules. Liquid works well but has a steep learning curve for most non-technical marketers.
Pricing can scale quickly with MAUs and features. But if you’re serious about using Braze as your core lifecycle engine—not just a messaging tool—it pays off.
The platform expects a mature data setup. We’ve had to implement internal standards to keep campaigns organised and avoid errors—naming conventions, QA steps, branching rules. Liquid works well but has a steep learning curve for most non-technical marketers.
Pricing can scale quickly with MAUs and features. But if you’re serious about using Braze as your core lifecycle engine—not just a messaging tool—it pays off.
What problems is the product solving and how is that benefiting you?
Braze solves our biggest challenge: delivering personalised, timely, and context-aware communication across the customer lifecycle—without relying on manual ops or dev time.
We’re running a product-led growth motion, which means scale and speed matter. Braze lets us automate onboarding, free-to-paid conversion, re-engagement, and nurture flows using real-time signals from CRM, product usage, and website behaviour. That helps us drive adoption, reduce drop-off, and accelerate conversions.
Before Braze, journeys were either too generic or too manual. Now we can trigger outreach based on specific user actions, segment by CRM status or lifecycle stage, and tailor content dynamically—all from a central platform.
The biggest benefit: our GTM team can operate independently with data-driven automation, while our sales and product teams get cleaner handoffs and better-engaged leads. It’s tightened the loop between marketing, product, and growth.
We’re running a product-led growth motion, which means scale and speed matter. Braze lets us automate onboarding, free-to-paid conversion, re-engagement, and nurture flows using real-time signals from CRM, product usage, and website behaviour. That helps us drive adoption, reduce drop-off, and accelerate conversions.
Before Braze, journeys were either too generic or too manual. Now we can trigger outreach based on specific user actions, segment by CRM status or lifecycle stage, and tailor content dynamically—all from a central platform.
The biggest benefit: our GTM team can operate independently with data-driven automation, while our sales and product teams get cleaner handoffs and better-engaged leads. It’s tightened the loop between marketing, product, and growth.
Great platform for email, push, sms, in app messages all in one place!
What do you like best about the product?
Customer support is very helpful and response.
Great to managed all emails, sms, push, etc all in once place!
Great to managed all emails, sms, push, etc all in once place!
What do you dislike about the product?
It takes a bit to learn and get use to, but once you go through all the training it's easy to navigate and execute.
Reporting and analytics is a bit inflated, so I'd recommend a different platform for that
Reporting and analytics is a bit inflated, so I'd recommend a different platform for that
What problems is the product solving and how is that benefiting you?
Braze is a great platform to manage all the customer touch points in one place. It is also super customizable for your app and content.
A continuously improving product
What do you like best about the product?
It is simple to use and easy to test and use of AI is becoming more important to assist our jobs, so the integration is essential.
What do you dislike about the product?
I feel like there could be better ways to organise your different brands, ie if you have one workspace with many brands then it would be good to have folders to organise everything not just tagging.
What problems is the product solving and how is that benefiting you?
It is creating a more omni channel approach - allowing ease of sending customers the most effective marketing method for them.
A Powerful Customer Engagement Platform
What do you like best about the product?
Braze is a really helpful platform that lets us look up customer info easily.
What do you dislike about the product?
Loading messages that were sent can take awhile
What problems is the product solving and how is that benefiting you?
Lets us look up previous emails we have sent to the customer as well as account information.
Experienced Braze User
What do you like best about the product?
Braze is user friendly and allows all kinds of team members to adapt to the service. There is something for everyone in Braze relating to KPIs. Implementation and onboarding is a smooth process with rapid response from customer service.
What do you dislike about the product?
The inability to send the same message but broken out to different segments for reporting within one campaign. Currently, multiple campaigns need be sent if you want to see the engagement from different segments.
What problems is the product solving and how is that benefiting you?
It is solving the connecting between a subscription service and the user lifecycle experience.
Seems to be working well!
What do you like best about the product?
It gets the job done, easy to use and works well!
What do you dislike about the product?
No major qualms in our usage yet - so far so good!
What problems is the product solving and how is that benefiting you?
Emailing our customer base en masse.
Great tool for marketing comms
What do you like best about the product?
Braze is quite easy to navigate and use to send out marketing comms. It has many features that allow you to optimise your messaging, scheduling and segmenting. It's also good to see the Product teams constantly releasing new updates and fixes.
The Support team are wonderful. They're quick to respond, and very helpful.
Braze is my favourite CRM & messaging platform I've used.
The Support team are wonderful. They're quick to respond, and very helpful.
Braze is my favourite CRM & messaging platform I've used.
What do you dislike about the product?
There's room for improvement in the UX of some of its features. For example heatmaps of your emails to see clicks, are only available for desktop view, not mobile view. In the Canvas and Campaigns homepages, there are too many columns taking up space, and when you unselect some columns from view, there is no way to save this as your default - you need to unselect these every time.
Braze has a lot of potential to improve its reporting features as these are lacking and clunky.
Braze has a lot of potential to improve its reporting features as these are lacking and clunky.
What problems is the product solving and how is that benefiting you?
Braze helps our segmentation a lot. We can effectively target the right audiences.
We love Braze!
What do you like best about the product?
As a newer user to Braze and CRM platforms I have loved how easy it is to use and intuitive. I have been taking a few of the live learning calls and these have really helped with my adoption. I have trialed quite a few of the features and have a lot of plans in the future to trial more.
What do you dislike about the product?
Can't always do as much as we want to do due to the data points.
What problems is the product solving and how is that benefiting you?
Automation, analytics. Timely communications.
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