For feature request and tracking/implementation system, you could use a website such as: http://uservoice.com/ to allow folks to vote on ideas to help you figure out what is more desired and wanted by the community. You can also centrally track ideas and users have an easier way to search for ideas to see if theirs is new or not and find out the status of it and follow the status throughout the implementation.

Further, having a better system than the forums to track bugs or other customer support. It's difficult to search in the forums since the keywords likely to be searched for are too popular to be searched for (try "bug", it says it's too popular). I've got a problem that seems to be getting drowned in the forums. I don't see much support or help being given by Waze directly (for which it seems a majority of the problems seem to need help), and many of the answers/responses seem to be "We need more information, please do X" and then there's nothing more, even if the user provides such information. Forums aren't the best software to manage all these problems. OTRS is good for e-mail customer support, and Wikipedia uses it for their e-mail traffic and image content licensing system. There are many software/bug tracking softwares that could be used to help track and manage bugs. I'm sure you're using one internally, perhaps let us users get visibility to this system (or just part of it) so we can help file bugs and verify problems.

I don't think the problem is the Waze support staff, I think it's too much of a volume for the 1 person performing this task (it seems like 1 person to me). Getting this better organized will help, but in the end, I think there needs to be more people helping as well, and you've invited the community, so why not let the community help with all these tasks as well?