Something I have always found concerning about Blade & Soul is the lack of GM presence. Outside of being able to Tweet at Jonathan or post here on the forums, there is little interaction between NCWest and the community.
In other games I have played in the past, players have openly been able to come into contact with GMs and ask questions in either a casual or formal manner. The closest thing our current title has is being able to send in support tickets - which are rarely replied to with more than a copy pasted response. I'm sure plenty of people ask for a lot of annoying stuff, but it is frustrating feeling like you're trying to communicate with people who don't even play the game. A number of times I've had to correct the responses I've received from support simply because I knew the responses were straight up wrong.
The current GMs rarely playing the game or being available in-game is a huge red flag in itself for many players. Despite this, I understand you guys probably don't have the resources to hire new GMs or start dishing out more paychecks.
My concept for a solution is taking real players as volunteers of sorts and giving them some kind of 'elevated' status, like baby GMs. Unable to do anything on their own, but in semi-direct contact with those who can. Being able to talk to people who you know will get your message through or answer some of your questions would be a huge relief to a large majority of the player base.
I am an (overly) active player, raid and clan leader and would be interested in volunteering my time in this kind of way. I'm sure many people like myself would also be willing to donate their time into helping the players voices be heard in-game. A player vote of sorts or interview could be used to determine eligibility for this role.
I know you guys have been in direct contact with guilds in the past, so please consider broadening your horizons!