ABC Provides a Contact form on their website where consumers can fill out a form with personal information, and type their questions or comments in the form. ABC also provides a frequently asked question page for consumers to find quick answers to the most common questions. The company does not provide a phone number on the “Contact Us” form, but the Audience Relations Department phone number is available on the Frequently Asked Questions page.
Both the Contact Us and FAQ page carry the disclaimer that “we just can’t individually respond to every audience inquiry. We do, however, value your comments and suggestions.” I believe the Contact Us form is very impersonal, and the telephone number should be on that page so consumers can dial in to ask specific questions. Also, the disclaimer could turn consumers away from asking important questions or giving meaningful suggestions. There is a lot of room for improvement within ABC’s consumer relations.