It's hard to communicate without first agreeing on the medium of communication.
When joining a group its easiest to simply adopt the choice the group has already made.
Companies chose Twitter because lots of people (their customers) already used it. If their customers move, and indicate a preference, they'll happily move too.
Personally I don't use Twitter. Lots of businesses post on Twitter, and they're welcome to do so.
I do use WhatsApp. Which has traditionally been business unfriendly. The odd business will connect with me that way, but that's rare.
Email, web, phone, IRL - these all seem to be working well here, but your mileage may vary.
Hopefully you have some choices.