That sentence struck me as I've been doing community management for long enough to know that "our concerns" means different things to different people. Some Blade & Soul players think that gear progression is the most important part of the game (and it certainly is important!), while others prefer that we focus on class designs/skills, costumes, PvP, or group play, to name a few topics. Of course, most people's interests include almost all of these categories to a certain degree, PvP being an exception as not everyone wants to play MMOs competitively.
Me showing you that I "understand" this while playing the game and talking in front of a camera doesn't mean as much as the work that happens once I've sent my feedback to the other teams (and sometimes follow on it as needed). You see and read me, but you don't see the people and teams doing all the work to bring these updates to life. This is something that I'd like to change a bit if I livestream more (but that's further down the road).
I get it. Players want to connect and see that you're "listened to." This is a genuine sentiment and I sympathize, but imagine how much time I would spend if I had to acknowledge every single post or even forum threads. I'm definitely not opposed to it as I said above! But my priority was since day one to strengthen our relationship with this community, and I've done that more effectively via feedback shared on the forums (and social media to some extent).