I'm a really big fan of the concept of UserVoice (no affiliation). Essentially direct the end-users there and let them vote on product features, track them, discuss them, and so on.

A lot of organisations are scared of this, because they don't want to be put into the position of saying "no." Which is likely to occur as not all feedback is actionable, even if popular.

But saying "no" and explaining WHY is in itself a great relationship building exercise with end users. I'm not saying they will always agree with the decision or explaination, but they will feel closer/more connected.

This won't improve the empowerment of Customer Service roles however. Just might make them less of a punching bag for customer feedback that won't go anywhere.