Methods, systems, and computer-readable media provide for improved management of customer service requests. According to implementations, a customer requiring assistance from a company may send a message to a customer service representative (“CSR”) associated with the company. The message is received and placed in a return contact queue. A customer profile database is referenced for information pertaining to the customer and any associated accounts. Additional databases may be referenced for information relating to the product or service that is the subject of the customer inquiry. Contact information is extracted from the message or other accumulated information. Upon reaching the front of the queue, the customer message and associated information is provided to the CSR. The CSR, with all pertinent information at hand, contacts the customer to provide assistance.