I fully understand the need for real-time responses and the cost efficiency/recovery of problem-solving, as well as the potential increase in sales conversion rates. 

But what about additional overheads, rising staff burnout rates, and privacy concerns? Never mind the miscommunication risks when talking to clients about finer details of a service.  

We have recently gone live with a live chat service during our working hours, but the training and trust in the staff to communicate in the right way and in a timely manner to meet client expectations is an interesting trust point. So far, I can confirm that my team is nailing it, and only good things have come from the service offering. But being so accessible can't be good for mental health overall, surely?