Hi Trabis - Facebook can certainly work as a great channel for customer support. It's an easy and familiar way to engage your customer base and is a public forum for you to demonstrate how responsive and helpful you are. There are a bunch of applications that can plugin to Facebook to help this process. In my opinion, Zendesk is the elite helpdesk solution out there and its Facebook plugin is pretty great. Let me know if you want to discuss this in more detail, I would be happy to give you some pointers!

Thanks,
Daniel