Salesforce Debuts A More Social Service Cloud 3 With Chatter, Facebook And Twitter Integrations

Following on from my last post on Enterprise 2.0 and Social Media, allows for Chatter, Facebook and Twitter interactions with customers, and allows converting wall posts by customers on Facebook into cases within Salesforce...  More in this article at techcrunch

What's the point?  I guess it allows the business to get closer to its customers, and use their suggestions and criticisms quickly and easily within the business.  And that includes SEs...