Seriously this annoys the shit out of me! On one hand the company is asking their employees to be as effective, thorough and offer amazing customer service then you're also asking them to juggle multiple chats at the same time? Just because its not a conversation over the phone doesn't mean that its drastically easier to offer support.
This is one of the reasons why mid-way through my shopify interview, I decided to bail. Its extremely taxing on one's mental state to be able to have multiple support chats and then ask them to be superstar at their job and post amazing numbers? Fuck off.