Have you considered creating a Reddit sub for users to generate discussion, share queries, ideas and provide you with an insight to users' likes and dislikes? Very simple process and generates a good sense of collegiality and 'family' among users who are typically fans. Would likely reduce the work of your customer 'help desk'.

Disclaimer: I have no affiliation with Reddit other than I use it to get assistance with various pieces of tech/software that I am interested in and find it typically VERY helpful.