A quick checklist to creating happy Fashion Social Media Customers

Back in 2020-21, many businesses shifted from being only offline to having both online and physical setups. But even today, many still struggle to offer great customer service on social media.

Why is that? Because it’s tough to be available 24/7 to respond to every comment, message, and question. From handling purchase queries to clearing doubts about products, social media support often doesn’t get the credit it deserves—even though it plays a huge role in shaping how people feel about your brand.

And that’s a big deal. Strong customer relationships are the foundation of a growing business. Social media support is especially powerful because it lets you connect with your audience right where they already spend their time.

At our agency, as a leading social media marketing company in the U.S. fashion industry, we’ve seen firsthand that “good” service just isn’t good enough anymore.

So what does great service look like? These days, it’s not just about answering questions—it’s about how your customers feel. Do they feel heard, valued, and welcomed? It’s the small things—like empathy, clarity, and a friendly tone—that make all the difference. In fact, 36% of people in a U.S. survey said that great customer service is one of the main reasons they recommend a brand online (Newberry, 2021).

But before you dive in, there’s a question to answer: Where should you focus your social support efforts?

Marketing might direct traffic to certain platforms, but support teams need to meet customers where they’re already active. Most of the time, that’s Facebook, Instagram, and Twitter.

Why should improving your social media customer service be part of your business plan?

Because the numbers speak for themselves—and they’re pretty eye-opening (Newberry, 2021):

70% of people say they’ll message businesses even more in the future for customer service help.

64% of customers would rather message a brand than call them.

Surprisingly, 9% of brands don’t reply to Instagram comments, and 16% ignore Facebook comments completely.

69% of Facebook users in the U.S. feel more confident about a brand if they get a response after messaging.

40% of holiday shoppers say they’re more likely to buy from a brand they can easily message.

60% of internet users worry about getting bad customer service when shopping online.

What does this mean for your business? These stats make one thing clear: social media customer service isn’t optional anymore. It plays a major role in how people see your brand and whether or not they decide to trust and buy from you.

The takeaway? Social support can boost customer confidence, increase conversions, and even encourage repeat business—if done right.

So what can you do about it? Now that we’ve covered why it matters so much, let’s move on to the next step: best practices you can follow to improve your customer service on social media.