Listed as Free on Udemy when checked on 21 October 2026. No coupon or subscription trial is required for the listed lessons. Enrollment needs a Udemy account; availability can change.
About this course
A support reply has to solve a problem while showing the customer that someone has understood it. Freshworks Academy connects those two responsibilities through short lessons on email structure, empathy and difficult conversations.
The course moves from the ingredients of a useful support email to saying no, responding on social platforms and passing customer feedback to colleagues. It also addresses repetitive work and common communication mistakes, so the scope includes the agent’s working habits as well as the words sent to a customer.
| Official course | Customer Support Skills |
|---|---|
| Created by | Freshworks Academy |
| Platform | Udemy |
| Language | English |
| Level | Beginner — Udemy listing |
| Listed duration | 38 minutes; 11 lectures across 7 sections |
| Certificate | Not included with a new free enrollment |
Skills you’ll gain
- Structuring customer support emails
- Showing empathy in written replies
- Handling difficult customer conversations
- Sharing useful customer feedback
No previous support experience is required. The email lessons provide a sensible starting point before the discussions of refusal and difficult customers. A clear response still needs an accurate answer; tone cannot compensate for an unresolved issue or an unsupported promise.
Social-support examples refer to Twitter and Facebook. Treat these as communication situations rather than current interface instructions. For practice, rewrite a fictional reply so that it acknowledges the issue and explains a realistic next step; this is a WikiFree study suggestion, not an assessed course task.
Frequently asked questions
Do I need to use Freshworks software?
The published requirements do not specify a Freshworks subscription. The syllabus teaches customer communication skills rather than administration of a support platform.
Does it include social customer support?
Yes. The public syllabus includes support on Twitter and Facebook, alongside email, empathy and handling difficult customers.
Checked on 21 October 2026 using the public course details and syllabus. WikiFree has not watched every lesson or tested full playback. New free enrollments do not include a Udemy completion certificate, instructor Q&A or direct messages.
Questions & discussion
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