Method for managing an online customer request

The invention relates to a method for managing an online customer request which is made by a customer (1) when accessing a Website (3) of an offerer via the Internet (2) and by clicking on one of several selectable links for requesting product information or contact with an assistant of the offerer, whereby the management is program-controlled by means of a management software (7), which contains software agents (FindRecipient, SendEmail, Reminder, Response), and which is located on the Web server (5) belonging to the Website (3) or on a computer connected downstream therefrom. After a customer (1) has initiated a request process by clicking on the Website (3), a first software agent (FindRecipient) presents a questionnaire (6). The first software agent (FindRecipient) determines an offerer's contact address (4) based on the parameters, which are contained in the questionnaire, from a first table (Routing Table) provided in a database (8). The first software agent stores said contact address together with the request in a second table (Contact Request Table) also provided in the database (8), and activates a second agent (SendEmail). The second agent (SendEmail) sends the request to the offerer's contact address (4) and induces the first software agent (FindRecipient) to store the offerer's contact address (4) together with the indication regarding the arrival time of the request in the second table (Contact Request Table). A third agent (Reminder) monitors whether, within a response time limit contained in the parameters, a fourth agent (Response) sets a handling status for the respective request in a third table (Response Table), which is provided in the database (8), and in which requests corresponding to the second table (Contact Request Table) are stored. In addition, the third agent induces the second agent (SendEmail) to send a reminder message to the offerer's contact address (4) if no handling has occurred before the expiration of the time limit.