The Importance of Social CRM in Running an E-commerce Store

I'm opening this thread because I'd like to get your ideas regarding social CRM and e-commerce, because it is more important than ever before to provide an excellent customer support, and social media is a multi-channel field that deserves much attention, because there are your customers that you can turn into loyal clients.

I've been looking for different solutions to this, because responding to all the queries through social media, be it Twitter or Facebook, can be time consuming and very exhausting. I've found different software that targets this problem, but I've seen that Kayako is regarded as the best social customer service software, and I'd like to know what you guys think about it?

All in all, I want to start this important discussion, because paying attention to social CRM can make a gigantic difference and I'm going to report my results. Let's this discussion begin!