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Freshworks Customer Service Suite vs SAP Concur

Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Software

Unified customer service powered by AI

From
Free
Rated
-
Full reviewWebsite
SAP Concur logo

SAP Concur

Software

Travel, expense, and invoice management

From
$29/month
Rated
-
Full reviewWebsite

The short version

  • Only Freshworks Customer Service Suite has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams; SAP Concur listed on UK G-Cloud 14 at £0.21 to £9.70 per unit for SAP Concur Travel & Expense Professional Edition, submitted directly by SAP Concur, with the unit and billing period not further defined on the listing
  • They diverge on capability: Freshworks Customer Service Suite covers Unified inbox, SAP Concur covers Expense management.

Where they differ

Only the attributes on which Freshworks Customer Service Suite and SAP Concur actually diverge.

Attributes where Freshworks Customer Service Suite and SAP Concur differ
AttributeFreshworks Customer Service SuiteSAP Concur
Starting priceFree$29/month
Pricing modelUnknownsubscription
Free tierYesNo
PlatformsWeb, Mobile (iOS, Android)Web, Ios, Android
Founded20101993

Identical on both: user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshworks Customer Service Suite

  • Unified inbox
  • AI-powered chatbot
  • Ticketing system
  • Self-service portal
  • Analytics
  • Automation
  • Slack
  • Microsoft Teams

Only in SAP Concur

  • Expense management
  • Travel booking
  • Invoice processing
  • Spend analytics
  • Policy compliance
  • SAP
  • Oracle
  • Workday

Both cover

  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Freshworks Customer Service Suite

  • Customer supportnot SAP Concur
  • Help desknot SAP Concur
  • Self-servicenot SAP Concur

SAP Concur

  • Enterprise expense managementnot Freshworks Customer Service Suite
  • Corporate travelnot Freshworks Customer Service Suite
  • Invoice processingnot Freshworks Customer Service Suite

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshworks Customer Service Suite

  • Separate products for support, chat, and CRM create context fragmentation between teams
  • Add-ons and renewal uplifts typically increase real costs 30-50% above published pricing
  • Customization beyond default configurations requires significant training and consulting fees

SAP Concur

  • Listed on UK G-Cloud 14 at £0.21 to £9.70 per unit for SAP Concur Travel & Expense Professional Edition, submitted directly by SAP Concur, with the unit and billing period not further defined on the listing

Pricing, plan by plan

Freshworks Customer Service Suite

Free

No published plan breakdown. See the Freshworks Customer Service Suite review.

SAP Concur

$29/month
  • Professional$8/month
    • Expense reporting
    • Receipt capture
    • Approvals
  • Premium$12/month
    • Travel booking
    • Invoice management
    • Analytics

Which should you pick?

Choose Freshworks Customer Service Suite if

  • You need unified inbox.
  • You want to start without paying.
  • You work on Web, Mobile (iOS, Android).
  • You also want ai-powered chatbot.
Freshworks Customer Service Suite review

Choose SAP Concur if

  • You need expense management.
  • You work on Web, Ios, Android.
  • You also want travel booking.
SAP Concur review

Questions people ask

Is Freshworks Customer Service Suite or SAP Concur better?
Neither clearly leads. Freshworks Customer Service Suite starts at Free and SAP Concur at $29/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshworks Customer Service Suite or SAP Concur?
Freshworks Customer Service Suite has a free tier; the other does not. Paid plans start at Free for Freshworks Customer Service Suite and $29/month for SAP Concur.
Does Freshworks Customer Service Suite or SAP Concur run on more platforms?
Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android). SAP Concur runs on Web, Ios, Android.
Can I use Freshworks Customer Service Suite for free?
Yes. Freshworks Customer Service Suite has a free tier, so you can try it without paying. SAP Concur starts at $29/month.
What is Freshworks Customer Service Suite best used for?
Freshworks Customer Service Suite is most often used for customer support, help desk, self-service. Of those, customer support and help desk are not what SAP Concur is typically brought in for.
What can Freshworks Customer Service Suite do that SAP Concur cannot?
Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. SAP Concur covers Expense management, Travel booking, Invoice processing, Spend analytics. Both handle Web support, Ios support, Android support.

Answered from the vendors’ own pages

Freshworks Customer Service Suite: What products are included in Freshworks Customer Service Suite?

The suite includes Freshdesk for support ticketing, Freshchat for live chat and messaging, and Freshsales for CRM. Pricing varies per product based on features and user count.

Source
Freshworks Customer Service Suite: Does Freshworks offer a free tier?

Yes. Freshdesk offers a free plan for 1-2 agents for 6 months. Paid plans start at $19/agent/month for Growth tier.

Source
Freshworks Customer Service Suite: Does Freshworks integrate with Slack?

Yes. Freshworks offers official Slack integration via the Freshdesk and Freshservice Slack apps, enabling ticket creation, notifications, and agent messaging directly in Slack.

Source
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Related pages

More on Freshworks Customer Service Suite

More on SAP Concur

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