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# Zendesk for Customer Service vs eGain Chat Comparison - What are their main differences?

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Zendesk for Customer ServiceeGain Chat[+ Add Product](#)

Reviews

**Zendesk for Customer Service** [

4.3/5(7,092)

](https://www.g2.com/products/zendesk-for-customer-service/reviews#reviews)

**eGain Chat** [

4/5(10)

](https://www.g2.com/products/egain-chat/reviews#reviews)

Pricing

**Zendesk for Customer Service**
Free Trial

**$19.00** 1 user per month billed annually · Support Only (Team)

**eGain Chat**
Free Trial

No pricing available

**Pricing Insights**
from reviews

Time to Implement

**Zendesk for Customer Service**
2 months

Based on 1112 responses

**eGain Chat**
Not enough reviews yet

Return on Investment

**Zendesk for Customer Service**
16 months

Based on 837 responses

**eGain Chat**
Not enough reviews yet

Perceived Cost

**Zendesk for Customer Service**
$$$$$

**eGain Chat**
Not enough reviews yet

Average Discount

**Zendesk for Customer Service**
10%

**eGain Chat**
Not enough reviews yet

 ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service")

 ![eGain Chat](https://images.g2crowd.com/uploads/product/hd_favicon/33c62430b4b4effd1832eb1170c50a0a/egain-chat.svg "eGain Chat")

G2 offers free advice on this comparison.

Chat with an expert

How do we contact you?

 ![](/assets/advisor_router/text_message-df41c2977e57ce19bdccb768c56510d9fa9182b581f7903660ca57fd8634bf09.svg)Text Message

 ![](/assets/advisor_router/phone_call-c9171db19e0526ecaea5fcbe1122f2ba459d8ab314c830a23440e5a1a536d62f.svg)Phone Call

Who do you want to talk with?

 ![](/assets/advisor_router/ai_agent-4d78629a3ba354fed449a65c60df3a6f2eda90fb98411b711df4b25d7be52a38.svg)AI Agent

 ![](/assets/advisor_router/human-26a980d7eed0089d422337af1b2588329a59f3fec5a0eff6d1b43312553d4c7b.svg)Human

Pros & Cons

**Zendesk for Customer Service**
[
Ease of Use (526)
](https://www.g2.com/products/zendesk-for-customer-service/reviews?filters%5Bsentiment_snippet%5D=1641133&qs=pros-and-cons#reviews)[
Features (395)
](https://www.g2.com/products/zendesk-for-customer-service/reviews?filters%5Bsentiment_snippet%5D=1637247&qs=pros-and-cons#reviews)[
Missing Features (216)
](https://www.g2.com/products/zendesk-for-customer-service/reviews?filters%5Bsentiment_snippet%5D=1640358&qs=pros-and-cons#reviews)[
Limited Features (180)
](https://www.g2.com/products/zendesk-for-customer-service/reviews?filters%5Bsentiment_snippet%5D=1640682&qs=pros-and-cons#reviews)

**eGain Chat**
Not enough data

Integrations

**Zendesk for Customer Service**
[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_134c91bb90489a69dad41d269f19787f/8x8-work.png "Product Avatar Image")

8x8 Work

](https://www.g2.com/products/8x8-work/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_dad63cb7954c989da3523a03418e408b/ada-support-inc-ada.png "Product Avatar Image")

Ada

](https://www.g2.com/products/ada-support-inc-ada/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_c7c291b02b4321fd24c2a3e962323b51/adapt-ideations.jpg "Product Avatar Image")

Adapt Ideations

](https://www.g2.com/products/adapt-ideations/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_da24ab8969ae1c7989ab7867d0dd2142/aircall.png "Product Avatar Image")

Aircall

](https://www.g2.com/products/aircall/reviews)[
View all
](https://www.g2.com/products/zendesk-for-customer-service/integrations)

**eGain Chat**
Not enough data

Screenshots

**Zendesk for Customer Service**
 ![Zendesk for Customer Service screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/118635/9.2-Agent-wraps-up-the-conversation--_5_.png)

**eGain Chat**
No screenshot available

Ratings

Meets Requirements

**Zendesk for Customer Service**

8.6

8.65,248

**eGain Chat**

9.3

9.39

Ease of Use

**Zendesk for Customer Service**

8.5

8.55,529

**eGain Chat**

9.8

9.89

Ease of Setup

**Zendesk for Customer Service**

8.0

8.03,383

**eGain Chat**
Not enough data

Ease of Admin

**Zendesk for Customer Service**

8.2

8.23,179

**eGain Chat**
Not enough data

Quality of Support

**Zendesk for Customer Service**

8.4

8.45,075

**eGain Chat**

9.6

9.68

Has the product been a good partner in doing business?

**Zendesk for Customer Service**

8.4

8.43,102

**eGain Chat**
Not enough data

Product Direction (% positive)

**Zendesk for Customer Service**

8.0

8.04,894

**eGain Chat**

10.0

10.08

Features

AI Customer Support Agents[Hide 36 FeaturesShow 36 Features](javascript:void(0);)

8.3

119

Not enough data

Dashboard

Dashboard

Not enough data

Not enough data

Speech Recognition

Speech Recognition

Not enough data

Not enough data

Compliance Management

Compliance Management

Not enough data

Not enough data

Autonomous Task Execution

Autonomous Task Execution

Not enough data

Not enough data

Sentiment Analysis

Sentiment Analysis

Not enough data

Not enough data

Data Security

Data Security

Not enough data

Not enough data

Third-Party Integration

Third-Party Integration

Not enough data

Not enough data

Human-in-the-loop (HITL)

Human-in-the-loop (HITL)

Not enough data

Not enough data

Agentic Task Execution

Agentic Task Execution

Not enough data

Not enough data

Natural Language Processing

Natural Language Processing

Not enough data

Not enough data

Conversational AI

Conversational AI

Not enough data

Not enough data

Performance Metrics

Performance Metrics

Not enough data

Not enough data

Interaction Tracking

Interaction Tracking

Not enough data

Not enough data

Knowledge Base Management

Knowledge Base Management

Not enough data

Not enough data

CRM Integration

CRM Integration

Not enough data

Not enough data

Inquiry Routing

Inquiry Routing

Not enough data

Not enough data

Contextual Guidance

Contextual Guidance

Not enough data

Not enough data

Communications Management

Communications Management

Not enough data

Not enough data

Proactive Chat

Proactive Chat

Not enough data

Not enough data

Ticket Management

Ticket Management

Not enough data

Not enough data

Customer Query Resolution - AI Customer Support Agents

Automated Ticket Resolution

8.4(won by default)

75

Not enough data

Contextual Response Generation

8.1(won by default)

71

Not enough data

Sentiment Analysis

8.2(won by default)

69

Not enough data

Knowledge Base Utilization

8.3(won by default)

71

Not enough data

Multilingual Support

8.2(won by default)

68

Not enough data

Customer Interaction Automation - AI Customer Support Agents

Proactive Customer Outreach

8.2(won by default)

70

Not enough data

Feedback Collection

8.4(won by default)

70

Not enough data

Escalation Handling

8.3(won by default)

71

Not enough data

Workflow Optimization

8.5(won by default)

70

Not enough data

Automation

Customer Interaction Automation

8.7(won by default)

74

Not enough data

Feedback Collection

8.6(won by default)

70

Not enough data

Document Processing

7.9(won by default)

68

Not enough data

Autonomy

Independent Decision Making

8.1(won by default)

68

Not enough data

Adaptive Responses

8.4(won by default)

67

Not enough data

Task Execution

8.3(won by default)

69

Not enough data

Problem Solving

8.3(won by default)

70

Not enough data

Help Desk[Hide 74 FeaturesShow 74 Features](javascript:void(0);)

8.5

3,856

Not enough data

Ticket and Case Management

Ticket Creation User Experience

8.8(won by default)

2609

|

Verified

Not enough data

Ticket Response User Experience

8.7(won by default)

2661

|

Verified

Not enough data

Workflow

8.5(won by default)

2618

|

Verified

Not enough data

Automated Response

8.4(won by default)

2418

|

Verified

Not enough data

Service Level Agreement (SLA) Management

8.2(won by default)

1948

|

Verified

Not enough data

Attachments/Screencasts

8.4(won by default)

2414

|

Verified

Not enough data

Ticket Collaboration

8.6(won by default)

2437

|

Verified

Not enough data

Customer/Contact Database

8.3(won by default)

1881

|

Verified

Not enough data

Workflow Management

8.3(won by default)

17

Not enough data

Knowledge Base Management

8.2(won by default)

14

Not enough data

Ticket Management

9.6(won by default)

27

Not enough data

Queue Management

10.0(won by default)

6

Not enough data

Inbox Management

10.0(won by default)

22

Not enough data

Support Ticket Management

9.5(won by default)

21

Not enough data

Email Management

8.5(won by default)

11

Not enough data

Call Center Management

Not enough data

Not enough data

Generative AI

AI Text Generation

7.7(won by default)

392

Not enough data

AI Text Summarization

7.6(won by default)

387

Not enough data

Generative AI

7.1(won by default)

7

Not enough data

Agentic AI - Help Desk

Autonomous Task Execution

7.8(won by default)

250

Not enough data

Natural Language Interaction

7.9(won by default)

246

Not enough data

Proactive Assistance

8.0(won by default)

248

Not enough data

Communication Channels

Customer Portal

8.5(won by default)

2073

|

Verified

Not enough data

Email to Case

8.8(won by default)

2371

|

Verified

Not enough data

Live Chat Support

8.4(won by default)

1769

|

Verified

Not enough data

Social Media Integration

8.0(won by default)

1438

|

Verified

Not enough data

Voice

8.0(won by default)

1348

|

Verified

Not enough data

Video Chat

Not enough data

Not enough data

Platform

Mobile User Support

7.8(won by default)

1392

|

Verified

Not enough data

Customization 

8.0(won by default)

1793

|

Verified

Not enough data

User, Role, and Access Management

8.3(won by default)

1974

|

Verified

Not enough data

Third-Party Integrations

8.2(won by default)

1813

|

Verified

Not enough data

Reporting

7.9(won by default)

2423

|

Verified

Not enough data

Activity Dashboard

8.0(won by default)

2439

|

Verified

Not enough data

Mobile Access

Not enough data

Not enough data

Additional Functionality

Automated Routing

8.3(won by default)

6

Not enough data

Reporting & Statistics

6.7(won by default)

9

Not enough data

Customizable Fields

8.6(won by default)

7

Not enough data

Multi-Channel Communication

10.0(won by default)

13

Not enough data

Task Automation

9.4(won by default)

16

Not enough data

Interaction Tracking

10.0(won by default)

10

Not enough data

Macros/Templated Responses

10.0(won by default)

9

Not enough data

Reporting/Analytics

8.1(won by default)

8

Not enough data

Real-Time Notifications

8.7(won by default)

5

Not enough data

Workflow Automation

8.0(won by default)

10

Not enough data

Chatbot

Not enough data

Not enough data

Autoresponders

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

CRM

Not enough data

Not enough data

Gamification

Not enough data

Not enough data

Conversation Intelligence

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Key Performance Indicators

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Voice Recognition

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

IVR

Not enough data

Not enough data

Language Detection

Not enough data

Not enough data

Multiple Data Sources

Not enough data

Not enough data

Predictive Analytics

Not enough data

Not enough data

API

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Data Security

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Secure Data Storage

Not enough data

Not enough data

Performance Metrics

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Mobile App

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Personalization

Not enough data

Not enough data

Complaint Management[Hide 61 FeaturesShow 61 Features](javascript:void(0);)

8.0

896

Not enough data

Usability

All-Employee Access

8.3(won by default)

664

Not enough data

Supporting Documents

8.3(won by default)

661

Not enough data

Two-Way Communication

8.4(won by default)

637

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Reporting

Priority Case Alerts

8.3(won by default)

586

Not enough data

Trend Analysis

7.9(won by default)

561

Not enough data

Performance Monitoring

8.2(won by default)

645

Not enough data

Social Media Monitoring

Not enough data

Not enough data

Generative AI

AI Text Generation

7.3(won by default)

175

Not enough data

AI Text Summarization

7.2(won by default)

174

Not enough data

Generative AI

Not enough data

Not enough data

Additional Functionality

Social Media Integration

Not enough data

Not enough data

Survey/Poll Management

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Customer Complaint Tracking

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Case Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Interaction Tracking

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Issue Management

Not enough data

Not enough data

Real-Time Updates

Not enough data

Not enough data

Corrective and Preventive Actions (CAPA)

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Multi-Channel Management

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Canned Responses

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Routing

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Widgets

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Quality Assurance

Not enough data

Not enough data

Feedback Management

Not enough data

Not enough data

Issue Tracking

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Tagging

Not enough data

Not enough data

Customer Service Analytics

Not enough data

Not enough data

Assignment Management

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Forms Management

Not enough data

Not enough data

Shared Inbox[Hide 12 FeaturesShow 12 Features](javascript:void(0);)

8.1

424

Not enough data

Productivity Tools

Notes

8.6(won by default)

327

Not enough data

Internal Discussion

8.3(won by default)

324

Not enough data

Assignments and Tasks

8.4(won by default)

312

Not enough data

Workflows

8.4(won by default)

306

Not enough data

Templates

8.5(won by default)

316

Not enough data

Integrations

8.2(won by default)

311

Not enough data

Tagging System

8.2(won by default)

346

Not enough data

Analytics

Trends

7.7(won by default)

263

Not enough data

Performance Tracking

8.0(won by default)

306

Not enough data

Email Tracking

8.2(won by default)

293

Not enough data

Agentic AI - Shared Inbox

Autonomous Task Execution

7.1(won by default)

21

Not enough data

Decision Making

7.4(won by default)

22

Not enough data

Chatbots[Hide 42 FeaturesShow 42 Features](javascript:void(0);)

8.2

614

Not enough data

Responses

Customization

8.1(won by default)

465

Not enough data

Control

8.1(won by default)

462

Not enough data

Route To Human

8.3(won by default)

446

Not enough data

Menu bars

8.1(won by default)

443

Not enough data

Drip sequences

8.1(won by default)

352

Not enough data

Platform

Live chat

8.6(won by default)

470

Not enough data

Integrations

8.3(won by default)

470

Not enough data

Branding

8.3(won by default)

461

Not enough data

Analytics

8.2(won by default)

464

Not enough data

Collection of information

8.4(won by default)

452

Not enough data

A/B testing

Feature Not Available

Not enough data

Role-based access

Feature Not Available

Not enough data

Augmented Analytics

Not enough data

Not enough data

Proactive Chat

Not enough data

Not enough data

Generative AI

AI Text Generation

8.1(won by default)

110

Not enough data

AI Text Summarization

8.1(won by default)

108

Not enough data

Generative AI

Not enough data

Not enough data

Additional Functionality

Customer Surveys

Not enough data

Not enough data

Lead Qualification

Not enough data

Not enough data

Transcripts/Chat History

Not enough data

Not enough data

Language Detection

Not enough data

Not enough data

Pre-Configured Bot

Not enough data

Not enough data

Lead Capture

Not enough data

Not enough data

Code-free Development

Not enough data

Not enough data

Natural Language Processing

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

For Sales/Marketing

Not enough data

Not enough data

Contextual Guidance

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Customer Support

Not enough data

Not enough data

Chatbot

Not enough data

Not enough data

Intent Recognition

Not enough data

Not enough data

Sentiment Analysis

Not enough data

Not enough data

Customer Experience Management

Not enough data

Not enough data

Query Suggestions

Not enough data

Not enough data

Transfers/Routing

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Canned Responses

Not enough data

Not enough data

AI/Machine Learning

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Automated Routing

Not enough data

Not enough data

Workflow Automation

Not enough data

Not enough data

Conversational Support[Hide 10 FeaturesShow 10 Features](javascript:void(0);)

8.1

1,098

Not enough data

Conversational Platform

Personalization

8.1(won by default)

861

Not enough data

Omnichannel

8.3(won by default)

718

Not enough data

Contextual Engagement

8.2(won by default)

681

Not enough data

Proactive Engagement

8.2(won by default)

749

Not enough data

Support Automation

Intelligent Routing

8.1(won by default)

711

Not enough data

Seamless Escalation

8.3(won by default)

756

Not enough data

Transcripts

8.4(won by default)

717

Not enough data

Self-Serve Support

8.1(won by default)

789

Not enough data

Generative AI

AI Text Generation

7.8(won by default)

202

Not enough data

AI Text Summarization

7.8(won by default)

201

Not enough data

Proactive Notification[Hide 8 FeaturesShow 8 Features](javascript:void(0);)

8.4

198

Not enough data

Messaging Channels

SMS Messaging

7.6(won by default)

77

Not enough data

Email

9.1(won by default)

171

Not enough data

Voice Messaging

8.3(won by default)

93

Not enough data

Two way messaging

8.5(won by default)

101

Not enough data

Administration

Scheduling

8.2(won by default)

107

Not enough data

Triggered Notifications

8.9(won by default)

155

Not enough data

Segmentation

8.2(won by default)

110

Not enough data

Integrations

8.4(won by default)

143

Not enough data

Customer Service Automation[Hide 62 FeaturesShow 62 Features](javascript:void(0);)

7.9

119

Not enough data

Customer Support

Text

8.1(won by default)

83

Not enough data

Speech

7.6(won by default)

76

Not enough data

Knowledge Base

8.1(won by default)

86

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Automation

Ticket Resolution

8.1(won by default)

86

Not enough data

Customization

8.2(won by default)

82

Not enough data

Intelligent Routing

8.1(won by default)

83

Not enough data

Customizable Templates

Not enough data

Not enough data

Artificial Intelligence

Learning

7.8(won by default)

81

Not enough data

Language

7.6(won by default)

79

Not enough data

Conversational AI

7.6(won by default)

85

Not enough data

Generative AI

Not enough data

Not enough data

Additional Functionality

Workflow Management

Not enough data

Not enough data

Interaction Tracking

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Real-Time Analytics

Not enough data

Not enough data

Customer Database

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Tagging

Not enough data

Not enough data

Configurable Workflow

Not enough data

Not enough data

Customer History

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Widgets

Not enough data

Not enough data

Search/Filter

Not enough data

Not enough data

Chatbot

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Feedback Management

Not enough data

Not enough data

Real-Time Data

Not enough data

Not enough data

API

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Event Triggered Actions

Not enough data

Not enough data

Website Integration

Not enough data

Not enough data

Help Desk Management

Not enough data

Not enough data

Call Center Management

Not enough data

Not enough data

Queue Management

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

Social Media Integration

Not enough data

Not enough data

CRM

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

Customer Communication

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Application Management

Not enough data

Not enough data

Communication Management

Not enough data

Not enough data

Role-Based Permissions

Not enough data

Not enough data

Live Chat[Hide 44 FeaturesShow 44 Features](javascript:void(0);)

8.3

2,704

Not enough data

Generative AI

AI Text Summarization

7.9(won by default)

204

Not enough data

AI Text Generation

Feature Not Available

Not enough data

AI Text-to-Speech

Feature Not Available

Not enough data

Generative AI

Not enough data

Not enough data

Communication

Pop-up Chat

8.6(won by default)

950

|

Verified

Not enough data

Notifications

8.4(won by default)

964

|

Verified

Not enough data

Targeted Emails

8.1(won by default)

717

Not enough data

In-App Messaging

8.5(won by default)

735

|

Verified

Not enough data

Co-Browsing

8.0(won by default)

518

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Real-time Consumer-facing Chat

Not enough data

Not enough data

 Internal Use

Customization 

8.0(won by default)

1793

|

Verified

Not enough data

Conversation Archiving

8.5(won by default)

846

|

Verified

Not enough data

Lead Development

8.1(won by default)

647

Not enough data

Knowledge Base

8.5(won by default)

898

Not enough data

Team Inbox 

8.6(won by default)

827

|

Verified

Not enough data

Customer Profiles

8.3(won by default)

845

|

Verified

Not enough data

Additional Functionality

Real-Time Analytics

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Search/Filter

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Canned Responses

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Transfers/Routing

Not enough data

Not enough data

Geotargeting

Not enough data

Not enough data

Interaction Tracking

Not enough data

Not enough data

CRM

Not enough data

Not enough data

Transcripts/Chat History

Not enough data

Not enough data

Document Storage

Not enough data

Not enough data

Screen Sharing

Not enough data

Not enough data

Contact Management

Not enough data

Not enough data

Autoresponders

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Mobile Access

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Offline Form

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

File Sharing

Not enough data

Not enough data

Customer Self-Service[Hide 17 FeaturesShow 17 Features](javascript:void(0);)

8.2

1,798

Not enough data

Generative AI

AI Text Summarization

Feature Not Available

Not enough data

Self-Service Experience

Knowledge Base

8.5(won by default)

1534

Not enough data

Searchable Articles

8.5(won by default)

1446

Not enough data

Community Forums

8.0(won by default)

1024

Not enough data

Mobile Optimization

7.7(won by default)

648

Not enough data

Personalization

8.0(won by default)

781

Not enough data

Self-Service Platform

Branding

8.2(won by default)

829

Not enough data

Automation

8.2(won by default)

853

Not enough data

Artificial Intelligence

7.7(won by default)

681

Not enough data

Integrations

8.2(won by default)

815

Not enough data

Agentic AI - Customer Self-Service

Autonomous Task Execution

8.3(won by default)

63

Not enough data

Multi-step Planning

8.3(won by default)

63

Not enough data

Cross-system Integration

8.2(won by default)

65

Not enough data

Adaptive Learning

8.7(won by default)

63

Not enough data

Natural Language Interaction

8.6(won by default)

62

Not enough data

Proactive Assistance

8.2(won by default)

63

Not enough data

Decision Making

8.1(won by default)

63

Not enough data

Social Customer Service[Hide 14 FeaturesShow 14 Features](javascript:void(0);)

8.4

842

Not enough data

Generative AI

AI Text Generation

7.4(won by default)

77

Not enough data

AI Text Summarization

7.5(won by default)

78

Not enough data

Process

Mentions

8.4(won by default)

563

Not enough data

Tickets

9.1(won by default)

744

Not enough data

Macros

8.8(won by default)

694

Not enough data

Channels

Email

9.0(won by default)

743

Not enough data

Social

8.4(won by default)

586

Not enough data

Live Chat

8.7(won by default)

565

Not enough data

Phone

8.2(won by default)

486

Not enough data

Text

8.3(won by default)

421

Not enough data

Insight

Surveys

8.1(won by default)

540

Not enough data

Reporting

8.3(won by default)

647

Not enough data

Visitor Activity

8.5(won by default)

562

Not enough data

Help Desk

8.7(won by default)

667

Not enough data

Digital Customer Service Platforms[Hide 2 FeaturesShow 2 Features](javascript:void(0);)

8.1

77

Not enough data

Generative AI

AI Text Generation

7.8(won by default)

67

Not enough data

AI Text Summarization

7.7(won by default)

66

Not enough data

Workforce Management[Hide 117 FeaturesShow 117 Features](javascript:void(0);)

8.7

27

Not enough data

Platform

Customization 

8.7(won by default)

20

Not enough data

Integration APIs

9.2(won by default)

14

Not enough data

Internationalization

9.6(won by default)

8

Not enough data

User, Role, and Access Management

9.5(won by default)

11

Not enough data

Activity Dashboard

8.8(won by default)

11

Not enough data

Activity Dashboard

Not enough data

Not enough data

Mobile Access

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Training Management

Not enough data

Not enough data

Goal Management

Not enough data

Not enough data

Feedback Management

Not enough data

Not enough data

Action Management

Not enough data

Not enough data

Mobile Access

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Benefits Dashboard

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Feedback Management

Not enough data

Not enough data

Performance Management

Not enough data

Not enough data

Recruitment Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

Training Management

Not enough data

Not enough data

Calendar Management

Not enough data

Not enough data

Employee Management

Not enough data

Not enough data

Orientation Workflow Management

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

HR Management

Not enough data

Not enough data

Help Desk Management

Not enough data

Not enough data

Mobile Access

Not enough data

Not enough data

Payroll Management

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

Job Description Management

Not enough data

Not enough data

Social Media Integration

Not enough data

Not enough data

Mobile Access

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Assessment Management

Not enough data

Not enough data

Social Media Integration

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Mobile Access

Not enough data

Not enough data

Third-Party Integration

Not enough data

Not enough data

Initiative Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Community Management

Not enough data

Not enough data

Employee Referral Management

Not enough data

Not enough data

Candidate Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Communication Management

Not enough data

Not enough data

Advertising Management

Not enough data

Not enough data

Application Management

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Job Management

Not enough data

Not enough data

Discount Management

Not enough data

Not enough data

Pipeline Management

Not enough data

Not enough data

File Management

Not enough data

Not enough data

Job Management

Not enough data

Not enough data

Data Storage Management

Not enough data

Not enough data

Compensation Management

Not enough data

Not enough data

Employee Management

Not enough data

Not enough data

Job Application Management

Not enough data

Not enough data

HR Management

Not enough data

Not enough data

Competency Management

Not enough data

Not enough data

Performance Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

Job Description Management

Not enough data

Not enough data

Evaluation Management

Not enough data

Not enough data

User Management

Not enough data

Not enough data

Role-Based Permissions

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Workforce Management Platform Features

Labor Forecasting

Not enough data

Not enough data

Shift Scheduling

Not enough data

Not enough data

Time & Attendance Tracking

Not enough data

Not enough data

Absence & Leave Management

Not enough data

Not enough data

Skills Management

Not enough data

Not enough data

Succession Planning

Not enough data

Not enough data

Workforce Analytics

Not enough data

Not enough data

Self-Service Capabilities

Not enough data

Not enough data

Mobile Shift Scheduling

Not enough data

Not enough data

Team Communication

Not enough data

Not enough data

Budgeting/Forecasting

Not enough data

Not enough data

Automated Scheduling

Not enough data

Not enough data

Employee Scheduling

Not enough data

Not enough data

Time Off Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Timesheet Management

Not enough data

Not enough data

Recruitment Management

Not enough data

Not enough data

Performance Management

Not enough data

Not enough data

Payroll Management

Not enough data

Not enough data

Attendance Management

Not enough data

Not enough data

Calendar Management

Not enough data

Not enough data

Employee Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

Compliance Tracking

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Sick Leave Tracking

Not enough data

Not enough data

Vacation/Leave Tracking

Not enough data

Not enough data

Skills Tracking

Not enough data

Not enough data

Variable Workforce

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Additional Functionality

Real-Time Reporting

Not enough data

Not enough data

Shift Swapping

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Reminders

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Employee Database

Not enough data

Not enough data

Time Off Requests

Not enough data

Not enough data

Approval Process Control

Not enough data

Not enough data

Performance Metrics

Not enough data

Not enough data

Employee Onboarding

Not enough data

Not enough data

Document Storage

Not enough data

Not enough data

Real-Time Data

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Time & Attendance

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Clock In/Out

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Show 4 feature categories with incomplete data

Artificial Intelligence[Hide 37 FeaturesShow 37 Features](javascript:void(0);)

Not enough data

Not enough data

Additional Functionality

Tagging

Not enough data

Not enough data

Natural Language Processing

Not enough data

Not enough data

Data Extraction

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Predictive Analytics

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Speech Recognition

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Data Storage Management

Not enough data

Not enough data

Virtual Personal Assistant (VPA)

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Customer Segmentation

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

For eCommerce

Not enough data

Not enough data

Role-Based Permissions

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Search/Filter

Not enough data

Not enough data

Monitoring

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Data Visualization

Not enough data

Not enough data

Trend Analysis

Not enough data

Not enough data

Machine Learning

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Performance Metrics

Not enough data

Not enough data

Real-Time Data

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Mobile App

Not enough data

Not enough data

Multiple Data Sources

Not enough data

Not enough data

For Sales Teams/Organizations

Not enough data

Not enough data

Sentiment Analysis

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Chatbot

Not enough data

Not enough data

Workflow Automation

Not enough data

Not enough data

Collaboration & Productivity[Hide 45 FeaturesShow 45 Features](javascript:void(0);)

Not enough data

Not enough data

Additional Functionality

Third-Party Integrations

Not enough data

Not enough data

To-Do List

Not enough data

Not enough data

@mentions

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

File Management

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Screen Sharing

Not enough data

Not enough data

Content Management

Not enough data

Not enough data

Brainstorming

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

File Transfer

Not enough data

Not enough data

Calendar Management

Not enough data

Not enough data

Status Tracking

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Version Control

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Real Time Editing

Not enough data

Not enough data

Communication Management

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Tagging

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Assignment Management

Not enough data

Not enough data

Task Scheduling

Not enough data

Not enough data

Project Management

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Secure Data Storage

Not enough data

Not enough data

File Sharing

Not enough data

Not enough data

Document Storage

Not enough data

Not enough data

Task Progress Tracking

Not enough data

Not enough data

Discussions/Forums

Not enough data

Not enough data

Commenting/Notes

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Contact Management

Not enough data

Not enough data

Video Conferencing

Not enough data

Not enough data

Progress Tracking

Not enough data

Not enough data

Mobile Access

Not enough data

Not enough data

API

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Conversational Commerce Platforms[Hide 11 FeaturesShow 11 Features](javascript:void(0);)

Not enough data

Not enough data

Conversational AI - Conversational Commerce Platforms

AI chatbots

Not enough data

Not enough data

Messaging and Notifications

Not enough data

Not enough data

AI agents 

Not enough data

Not enough data

Voice assistants

Not enough data

Not enough data

Communication apps

Not enough data

Not enough data

Platform integration - Conversational Commerce Platforms

Ecommerce stores

Not enough data

Not enough data

Sales channels

Not enough data

Not enough data

Payment Platform

Not enough data

Not enough data

Internal tools

Not enough data

Not enough data

Analytics and Reporting - Conversational Commerce Platforms

Conversational analytics

Not enough data

Not enough data

Advance reporting

Not enough data

Not enough data

AI Agents[Hide 7 FeaturesShow 7 Features](javascript:void(0);)

Not enough data

Not enough data

Agentic AI - AI Agents

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

User Insights

Reviewers' Company Size

[![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service")](https://www.g2.com/products/zendesk-for-customer-service/reviews)

Zendesk for Customer Service

Small-Business(50 or fewer emp.)

40.7%

Mid-Market(51-1000 emp.)

45.9%

Enterprise(\> 1000 emp.)

13.4%

[![eGain Chat](https://images.g2crowd.com/uploads/product/hd_favicon/33c62430b4b4effd1832eb1170c50a0a/egain-chat.svg "eGain Chat")](https://www.g2.com/products/egain-chat/reviews)

eGain Chat

Small-Business(50 or fewer emp.)

10.0%

Mid-Market(51-1000 emp.)

20.0%

Enterprise(\> 1000 emp.)

70.0%

Small-Business

(50 or fewer emp.)

40.7%

10.0%

Mid-Market

(51-1000 emp.)

45.9%

20.0%

Enterprise

(\> 1000 emp.)

13.4%

70.0%

Reviewers' Industry

[![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service")](https://www.g2.com/products/zendesk-for-customer-service/reviews)
Zendesk for Customer Service

Computer Software

14.1%

Information Technology and Services

12.6%

Financial Services

5.9%

Retail

5.1%

Consumer Services

4.4%

Other

58.0%

[![eGain Chat](https://images.g2crowd.com/uploads/product/hd_favicon/33c62430b4b4effd1832eb1170c50a0a/egain-chat.svg "eGain Chat")](https://www.g2.com/products/egain-chat/reviews)
eGain Chat

Computer Networking

20.0%

Medical Devices

10.0%

Internet

10.0%

Insurance

10.0%

Consumer Services

10.0%

Other

40.0%

FAQs

## Zendesk for Customer Service vs eGain Chat FAQs

Generated using AI

Last updated: August 16, 2026

### What is the difference between eGain Chat vs Zendesk for Customer Service?

Zendesk for Customer Service stands out for its higher G2 rating, broader review base, and more extensive reviewer-cited strengths compared to eGain Chat.

| | [eGain Chat](https://www.g2.com/products/egain-chat/reviews) | [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) |
| --- | --- | --- |
| G2 Rating (reviews) | 4.0/5 (10 reviews) | 4.3/5 (7035 reviews) |
| Ease of Setup score | — | 8.0 |
| Quality of Support score | 9.6 | 8.4 |
| Top Reviewer-Cited Strength | Immediacy of response and strong AI-driven chat experience | Ease of use (526 all-time mentions), intuitive interface, and robust ticket management |

### How do the pricing models of eGain Chat and Zendesk for Customer Service compare?

Zendesk for Customer Service receives higher satisfaction scores for value, indicating reviewers consider it the stronger value compared to eGain Chat.

- **eGain Chat:** Reviewers highlight the platform's immediacy and AI-driven responses but note limited customization and occasional performance issues when handling multiple chats.
- **Zendesk for Customer Service:** Reviewers frequently mention satisfaction with the platform's value, citing its robust feature set and scalability, though some note that advanced features can increase costs for smaller teams.

### What are the best alternatives to eGain Chat and Zendesk for Customer Service?

The top three alternatives to eGain Chat and Zendesk for Customer Service are Hiver in Gmail, Freshdesk, and Fin.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [eGain Chat](https://www.g2.com/products/egain-chat/reviews) | 4.0/5 (10 reviews) | — | — | Immediacy of response and AI-driven chat |
| [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5 (7035 reviews) | Mid-Market | Reviewers note robust features and scalability, with some concerns about cost for advanced features | Ease of use, intuitive interface, and ticket management |
| [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) | 4.6/5 (1283 reviews) | Small-Business | — | Gmail integration and shared inbox capabilities |
| [Freshdesk](https://www.g2.com/products/freshdesk/reviews) | 4.4/5 (3762 reviews) | Small-Business | — | Comprehensive ticketing and automation features |
| [Fin](https://www.g2.com/products/fin/reviews) | 4.5/5 (3901 reviews) | Small-Business | — | AI-powered support and automation |

### Which Live Chat features should I prioritize when comparing eGain Chat and Zendesk for Customer Service?

Buyers comparing eGain Chat and Zendesk for Customer Service should prioritize Live Chat responsiveness, ticket management, ease of use, customization, and analytics.

- **Live Chat Responsiveness:** eGain Chat is praised for immediacy and AI-driven responses; Zendesk for Customer Service receives positive feedback for rapid chat response times and omnichannel support.
- **Ticket Management:** Zendesk for Customer Service has 176 all-time mentions for case management and 526 for ease of use, highlighting its robust ticketing workflows.
- **Ease of Use:** Zendesk for Customer Service is cited in 526 reviews for ease of use and 203 for being intuitive; eGain Chat receives positive qualitative feedback for its user interface.
- **Customization:** Zendesk for Customer Service has 159 all-time mentions of limited customization, indicating this as a key area to evaluate.
- **Analytics:** eGain Chat reviewers mention strong analytics capabilities, while Zendesk for Customer Service is noted for comprehensive reporting and analytics.

### What are the pros and cons of eGain Chat vs Zendesk for Customer Service?

eGain Chat's headline strength is immediacy and AI-driven chat, while Zendesk for Customer Service is recognized for ease of use and robust ticket management.

- **eGain Chat strengths:** Reviewers highlight immediacy of response, strong AI-driven chat, and a user-friendly interface.
- **eGain Chat trade-offs:** Reviewers note limited customization options and occasional performance slowdowns when handling multiple chats.
- **Zendesk for Customer Service strengths:** 526 reviews mention ease of use, 203 mention its intuitive interface, and 176 cite strong case management. Additional strengths include robust ticket workflows, automation, and scalability.
- **Zendesk for Customer Service trade-offs:** 159 reviews mention limited customization, with additional mentions of complexity in advanced setup and higher costs for advanced features.

### Is eGain Chat or Zendesk for Customer Service better for small businesses?

Zendesk for Customer Service is a better fit for small businesses, supported by its strong presence in the Small-Business segment among top alternatives and reviewer sentiment.

- **eGain Chat:** No segment data available; reviewers highlight ease of use and immediacy but note limited customization.
- **Zendesk for Customer Service:** Frequently cited by small-business reviewers for its ease of use, scalability, and ability to centralize support operations, though some mention that advanced features may be more costly for smaller teams.

### Which Live Chat platform has better integrations?

Zendesk for Customer Service is favored for integrations, with reviewers citing multiple third-party tool connections.

- **eGain Chat:** No reviewer-cited integrations in recent reviews.
- **Zendesk for Customer Service:** Reviewers mention integrations with Asana and other business applications, with Asana cited in recent reviews and 4 all-time mentions.

### How do eGain Chat and Zendesk for Customer Service compare on customer support?

eGain Chat and Zendesk for Customer Service are rated within 1.2 points on Quality of Support, with eGain Chat scoring higher at 9.6 versus Zendesk for Customer Service at 8.4.

- **eGain Chat:** Reviewers consistently praise the quality of support, noting responsive assistance and helpful onboarding experiences.
- **Zendesk for Customer Service:** Reviewers describe generally positive support experiences, with some citing fast responses and helpful resources, though a minority mention slower resolution times or less personalized support.

### Which is easier to implement, eGain Chat or Zendesk for Customer Service?

Zendesk for Customer Service has a published Ease of Setup score of 8.0, while eGain Chat does not have a reported score for this dimension.

- **eGain Chat:** Reviewers describe setup as straightforward and fast, with positive feedback on ease of onboarding.
- **Zendesk for Customer Service:** Reviewers frequently mention easy implementation and onboarding, with 88 all-time mentions for implementation ease and 43 for easy implementation, though some note complexity in advanced configurations.

### Which product has better Tickets?

Zendesk for Customer Service is the stronger performer for Tickets, with extensive reviewer-cited strengths in ticket management and automation.

- **eGain Chat:** Reviewers mention the ability to manage chats and audit trails, but there are no all-time mention counts for ticketing.
- **Zendesk for Customer Service:** 176 all-time mentions for case management, 526 for ease of use, and frequent praise for robust ticket workflows, automation, and centralized ticket tracking.

Alternatives

**Zendesk for Customer Service Alternatives**

 ![Hiver in Gmail](https://images.g2crowd.com/uploads/product/hd_favicon/8c69adc63f75a8bf2fccd3ff0884f94f/hiver-in-gmail.svg "Hiver in Gmail")

[
Hiver in Gmail
](/products/hiver-in-gmail/reviews)

 ![Fin](https://images.g2crowd.com/uploads/product/hd_favicon/5d5fd30de40ef30f077664aa44f9775a/fin.svg "Fin")

[
Fin
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