Notice the majority of furom users are not the big depositing type but its good to have a way for people to communicate with you.
That is correct players feel more secure if they come to trust that there is someone who will step in for them if there is any sort of issue, they also trust you to send them to decent casinos.
Forum members are awesome, I have met many great people from our forum and I feel responsible for each and every member we have, I am always there to make sure they are not being cheated or taken advantage of and they all know this so they trust in us. Like you said they may not be big depositors but they are long term happy players, not the deposit once and go type.