You are somewhat off the point, at least where GGG is concerned. They do have a community team led by a community manager named BEX. This team constantly interacts with the game community in meaningful ways. They monitor the forums and respond to customers concerns and suggestions. They relay information from the developers to individual customers and the community at large. They do this through the normal mediums like the forum and posts on their discord.
The GGG devs often post on the forums but not all the time. Mostly to provide patch notes on what they are rolling out.
This is what I expect. I don't need the developers to be constantly posting to the forum. I do expect the community manager to be interacting with the community in a meaningful way. That means not just a weekly livestream where they pass a little information and a few hints while being distracted by gameplay. Yes there is also the weekly marketing post with a shoutout to some fan sites but no real meat. They should be providing meaningful answers to the concerns of the player base and doing it often. I really don't think this is too much to ask.
The what I consider relative silence from the community manager makes me feel that reason is they have no answers. This may or may not be true but that is the feeling it gives me.
GGG's communication method and the fact that they roll small patches on a regular basis to address small things quickly makes me feel they are truly engaged with their product and community. SSG just does not give me that feeling, I am not saying they are not just that this is how they make me feel. Many other players I know feel the same way. We love the game but have become resigned to the fact that things are not going to be fixed and that you just get used to playing with quests that glitch and lag and all the rest.