> "create something like Facebook"

There's nothing inherently wrong with adding social media features to your customer portal, as long as you understand people will use it to vent their complaints, and you will have to spend money on moderation to keep it from turning into a cesspool.

I still remember when Netflix turned off all their social integration, especially the ability to leave movie reviews and get kudos via upvotes. I spent a non-trivial amount of time engaging with that feature. But I'm sure someone finally pointed out that this sort of engagement wasn't driving any revenue.