One of the common complaints about most dating apps is the poor quality of support. Getting a reply can take long and sometimes there is little explanation about new features since the staff is unreachable and slow to update their FAQ articles. As a result users either abandon the app or wild speculating leads to all sorts of misinformation that only makes things worse.

I understand that a small staff can't possibly respond to every question right away, but the way most apps are handling this makes it seem like people are screaming into a void only to get no reply or a scripted response that has little to do with the original question. Similarly, suggestions are frequently ignored, leading to unpopular updates that could have been avoided.

Some suggestions:

1) Starting this Reddit sub is a good idea and I've seen some other companies do the same, so I hope that even after release, this sub is allowed to remain open. It would be nice if there were one or two staff members who regularly visit here and any other social media accounts to share news and answer questions.

2) Include a contact form on the app / website so users can offer suggestions. Also occasionally poll the users about updates to gauge how well received a new feature would be or to find out about common complaints.

3) Besides help guides / FAQ articles, how about a forum? Users can volunteer to help out other users. This should take some of the pressure off your staff since they won't have to take the time to answer basic questions, plus for the users, it might be faster than waiting for an emailed reply.