Braze Announcements

Braze Earns Prestigious Customer Service Award for the Second Year in a Row

Jesse Hoobler By Jesse Hoobler May 21, 2020

At Braze, we work tirelessly to support our customers with the tools they need to create consumer experiences that are memorable, engaging, and, above all, human. That eye to empathy informs everything we do, especially the relationships with our own customers. Providing exceptional customer service isn’t an afterthought—it’s in our DNA.

Award-Winning Customer Service Year After Year

That focus has led to better experiences and outcomes for our customers, and I’m pleased to announce that it’s also led to some much-appreciated recognition. For the second consecutive year, we’ve received the NorthFace ScoreBoard (NFSB) Award, an exclusive award from Customer Experience (CX) specialists Customer Relationship Management Institute LLC (CRMI) and leading customer satisfaction research firm Market Intelligence International (Marketii). Today, like every day, I’m proud of what our global support team has accomplished through their commitment to constant evolution and passion for delivering exceptional experiences for our customers.

This year, more than 1,000 companies across the world were invited to apply for the NFSB award. In order to earn the award, companies must achieve a 4.0 or above rating out of a possible 5.0 scale, based solely on their customer responses to a survey conducted by CRMI. The survey covers categories such as technical support, field service, customer service, account management, professional services, and other customer facing functions.

What Customer Service Looks Like at Braze

Customer service is a high-touch practice when it’s done right, requiring our team to work closely with customers to help them achieve their larger business goals using Braze. But because different customers have different needs at the various stages of their relationship with Braze, we have multiple teams working in concert to provide thoughtful, holistic guidance and support for Braze customers every step of the way.

Our Customer Success team helps customers break down their goals into achievable actions and milestones which are supported throughout each customer’s lifecycle via regular check-ins, workshops, trainings, and Executive Business Reviews (EBRs). When it comes to the technical side of customer service, our Global Technical Support team maintains a robust knowledge base on all facets of the Braze product and how it interacts with our Braze Alloys partners, making it possible for Braze customers with technical support questions and issues to find quick, accurate answers. Additionally, our in-house services team provides comprehensive onboarding and integrations services to all new Braze customers to set them up for success and accelerate time to value, while also offering key support for email onboarding, deliverability, and data strategy for members of our customer base.

At Braze, we know that having access to the right technology for your customer engagement needs is only valuable if you’re able to take full advantage of it. That’s why we’ve assembled a global team of expert personnel capable of providing our customers with strategic best-practice support, use case support, and technical product support.

Final Thoughts

While it’s an honor to receive this award two years in a row, the fact that it’s based on feedback received from the customers we serve is what really makes it special and meaningful for our team. At Braze, we’re fortunate to have some of the best brands in the world using our product to power brilliant experiences for their users and those brands (and their users) deserve our best every single day. I know that all of us here at Braze are committed to continuing to do our very best to deliver exceptional customer support to our customers going forward, whatever the future may bring.

Interested in being a part of that future? All teams at Braze, including the global services and support team, are currently hiring. For more information on open roles, please visit our careers page.

Jesse Hoobler

Jesse Hoobler

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