I recall being a new guru and having troubles moving up to three chats. There was fear of failure, like I'd imagine blacking out and losing complete control of the chats. Truth be told, it happened once. Not an entire black out, just a sense of panic like I couldn't focus on the questions anymore and I was worried that the merchant would lose it. I was able to regain control of course and I had the support and resources to recover with grace.
As a tenured guru, I wouldn't have it any other way - I find only doing 2 chats unchallenging and on special occasions I've experimented with 4 a few times. The magic number for me is 3. Yet, I understand and perhaps even empathize on why some would argue that 2 chats delivers higher quality results. It's an interesting argument to consider. In consideration to Shopify's values and doing whats best for merchants. Which brings the overarching theme of is Quality more important than Quantity. Or What is more important to our merchants getting the answer fast or getting good answers.
While contemplating this argument, I came across an episode of my favourite podcast "The Art of Charm" interviewing James Joyce & Miles Davis discussing the topic of Quantity vs Quality and they made a compelling argument "Although quality is important, it does not mean just quality over quantity." and "If quality is the overall goal, then first quantity". The theme for this podcast is that we've all heard that quality is more important than quality, however they are not incompatible with one another you don't have to sacrifice one for the other. Further, they are "intricately linked". Focusing on quantity will actually result in quality. The podcast episode covers several examples of studies and examples and reflecting on my work in guru land I'd have to agree that these two are tied.
Truth is, the more interactions we have the faster we are learning and gaining knowledge. Mastery of the role can only happen when we produce quantity interactions on a consistent basis especially when things change so quickly at Shopify. Having heard this episode, I can further concur with the decision for three chats at a time and I am curious to hear what other's opinions having heard this perspective.
I've linked the episode below if you're interested:
https://theartofcharm.com/podcast-episodes/aoc-toolbox-quality-want-focus-quantity-episode-683/