The biggest con for me is the anticipated response time on questions. When people ask a question on a Social Media site they expect an answer in less than 15 minutes. Sometimes I happen to be sitting at my computer, and that's no problem. However, most questions happen early in the morning, and late at night (auto industry). Because of that, I'm typically not conscious or coherent enough to answer questions about towing capacity, cubic feet of space, etc.
However, I've been able to connect with some people on a personal level, and have been able to get them to come in for service and repairs.
Bottom line, it can improve your bottom line, but the chance to lose a customer is there, as well.