Hello Douugh, I have a suggestion that I think will really help you with improving this service and making certain that your users feel heard. If you haven't heard of the note-taking app Craft I highly recommend you check it out. One of the things that I love about Craft is how they created a Slack page that their users could join. In the Slack channel, they can suggest new ideas/improvements to the developers and also receive help from others in the community that may already understand how to use the service better. The best part is that the Slack channel is only open to those that have actually used the app.
I think that this model could greatly benefit your team in understanding better what works and what doesn't with your service, plus it allows your members to take a more active role in the community. The community concept here is just not meeting these needs in my opinion. Why not create a community where you don't always have to provide the answers but the community themselves can.
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