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Customer Support · head to head

Gladly vs SAP Concur

Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite
SAP Concur logo

SAP Concur

Accounting & Finance

Travel, expense, and invoice management

From
$29/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Gladly no pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers; 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: Gladly covers Lifelong conversation, SAP Concur covers Expense management.

Where they differ

Only the attributes on which Gladly and SAP Concur actually diverge.

Attributes where Gladly and SAP Concur differ
AttributeGladlySAP Concur
Starting price$180/month$29/month
CategoryCustomer SupportAccounting & Finance
Founded20141993

Identical on both: pricing model (subscription), free tier (No), platforms (Web, Ios, Android), user rating (Not yet rated).

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 Gladly

  • Lifelong conversation
  • Omnichannel support
  • Customer timeline
  • Task management
  • Knowledge base
  • IVR
  • Shopify
  • Salesforce

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.

Gladly

  • Customer service built around a single customer record rather than ticketsnot SAP Concur
  • Handling support conversations across voice, messaging and emailnot SAP Concur

SAP Concur

  • Enterprise expense managementnot Gladly
  • Corporate travelnot Gladly
  • Invoice processingnot Gladly

Where each one falls short

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

Gladly

  • No pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
  • The pricing page presents outcome statistics in place of any cost information
  • Every route to a figure goes through a demo or sales conversation

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

Gladly

$180/month
  • Hero$180/month
    • All channels
    • Customer timeline
    • Knowledge base
  • Superhero$210/month
    • Everything in Hero
    • Custom reporting
    • Advanced rules

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 Gladly if

  • You need lifelong conversation.
  • You work on Web, Ios, Android.
  • You also want omnichannel support.
Gladly 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 Gladly or SAP Concur better?
Neither clearly leads. Gladly starts at $180/month and SAP Concur at $29/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or SAP Concur?
Gladly starts at $180/month and SAP Concur at $29/month.
Does Gladly or SAP Concur run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
What is Gladly best used for?
Gladly is most often used for customer service built around a single customer record rather than tickets, handling support conversations across voice, messaging and email. Of those, customer service built around a single customer record rather than tickets and handling support conversations across voice, messaging and email are not what SAP Concur is typically brought in for.
What can Gladly do that SAP Concur cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. SAP Concur covers Expense management, Travel booking, Invoice processing, Spend analytics. Both handle Web support, Ios support, Android support.
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