With what has happened recently, it might be a good idea for them to start considering the option (or at least something similar). If the end goal would be to bring a better customer service experience, then it would go a long way to achieving that. Paying a small amount to have an active member in the forum would alleviate some the concerns members could have (if answers were posted sooner).
Regarding the delay in replying, I alerted them to the necessity of having an active member (if they do not have time,) these things will not cost them much (less than 200 dollars per month) but their effect will be better.