Consumers like the immediacy of chatting with agents on a company Web site, but they aren't satisfied with the experience. To identify ways for improving these experiences, Forrester applied its Click-To-Chat Interaction Review methodology to a number of different companies. We found good examples in all 10 of our criteria that cut across three categories: value, presentation, and trust. To uncover problems, firms should apply Forrester's review methodology to their own chat interactions.