Press Release


Braze Expands Products and Partnerships to Help Brands Nurture Empathy in Customer Communications

By Jul 21 2020

Braze, the comprehensive customer engagement platform, today announced new product and partnership updates that help brands incorporate empathy into cross-channel communications to connect and grow audiences, build loyalty, and accelerate revenue. By leveraging tools and insights to better understand customer intent and behavior, brands can strategically create personalized cross-channel campaigns that resonate with customers and bolster engagement.

"This has been an extraordinary year, and brands will need to listen, understand, and act with empathy in order to survive and thrive," said Kevin Wang, Senior Vice President of Product at Braze. "These enhancements make it easier for brands to connect with their customers in a real way and accelerate digital transformation initiatives that build long-term and sustainable growth."

Easily Orchestrate Personalized Campaigns That Increase Retention and Prevent Churn
Brands today need to be equipped with powerful tools to understand customer intent and create personalized experiences that provide value at the right time, in the right channels. Using Braze's customer journey tool Canvas, brands can better leverage behavioral insights to determine the best message to send – or not send – based on the intent of customers. Brands can also incentivize customers with rewards via push, email, Content Cards, and more, during significant moments of intent by leveraging Braze's native promotion codes, now available globally.

"Braze has greatly improved our ability to leverage channel communications tailored to our customers' preferences. The ability to quickly set up comprehensive, multi-step, and multi-channel journeys has significantly reduced our campaign launch time and accelerated speed to optimization, all while providing personalized customer experiences," said Kenneth Lee, Manager, CRM Operations at sweetgreen. "Using the native promotion codes, we've been able to further reach, engage, and encourage our customers to explore new channels and adopt more rewarding behaviors."

Additionally, Predictive Churn, the first feature in the Braze Predictive Suite, gives brands the power to define and reduce churn by using clear predictions. The Early Access Funnel Reports tool allows brands to visually understand conversion drop-offs for each campaign in Canvas in order to optimize against the various stages of the marketing funnel to increase lifetime value.

Provide Customers With Relevant Messaging on Any Channel
As platforms and channels evolve, Braze is constantly expanding channels to help brands create cross-channel experiences that provide customers with relevant, meaningful experiences at the right time, on any device. For the first time, brands can cut down the time to deliver in-app messages by using the new In-App Message Rendering directly within the Braze dashboard instead of sending a preview to a test device.

Braze has also launched Inbound SMS Keyword Request Processing and Huawei Push to support more meaningful conversations between brands and customers in real-time. Brands can easily reach customers and facilitate direct SMS conversations with custom incoming keywords using SMS Keyword Request Processing. Utilizing Huawei Push, brands can expand their mobile footprint and provide customers with time-sensitive, relevant content to drive them back to a brand's mobile app.

Continued Expansion of Braze's Best-in-Class Partner Ecosystem
Braze has expanded its partnership with Amazon to include Amazon Personalize for powering real-time personalization across the customer journey. With Braze and Amazon Personalize, brands can harness the same machine learning (ML) algorithms used at Amazon.com to incorporate personalized product and content recommendations directly into cross-channel campaigns.

For more information, please read our summer 2020 product announcement.

About Braze:
Braze is a comprehensive customer engagement platform that powers relevant and memorable experiences between consumers and the brands they love. Context underpins every Braze interaction, helping brands foster human connection with consumers through interactive conversations across channels that deliver value quickly and continuously. The company was named a Leader in the 2019 Gartner Magic Quadrant for Mobile Marketing Platforms and was recognized as one of Inc. Magazine's Best Workplaces for the second year in a row. Braze is headquartered in New York with offices in Chicago, London, San Francisco, and Singapore. Learn more at braze.com.


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