Is having the ability to deliver customer support via the Internet, including social media, important to you? There are many support-specific programs available that will integrate (in some manner) with a number of popular SCRMs.
The fact is, even if a small business SCRM has customer-support functions, it will probably not do those very well, and what it will do in this area will be very limited. By the same token, customer-support applications that tout an integrated SCRM may not perform these SCRM functions anywhere near as completely as a dedicated SCRM will. Each specializes in a different core functionality.
Web-based support sites can offer your small business customers a number of services, and if a specific account or contact is found on your SCRM, it should also update tickets to their records:
FAQ: A frequently asked questions page or a shared wiki is a great way to address those questions which arise with frequency. As discussed...