Our company. Garage Digital, the practical specialist.
S.01 / Customers helped
0+
People who brought an Auto, Life or Travel question to Garage Digital and left with it sorted.
S.02 / Messages answered
0K
Emails, messages and calls with a real answer at the end.
S.03 / Avg. first reply
0h 0m
During business hours. Longer when a detail deserves another look.
S.04 / Would message again
0%
Of customers asked after their conversation with the team.
S.05 / Lines, one place
0/1
Auto, Life and Travel, handled under one roof.
A short question can have a lot behind it.
“I changed cars. What should I look at?”
A fictional but realistic example. Seven words from the customer. Below is the kind of work they can set in motion at Garage Digital.
Unfolds in 5 layers ↓
Understand
Identify what the customer is actually asking and collect the relevant context.
- What changed
- When it changed
- What the person wants to decide
Review
Look at the available information and the coverage details connected to the question.
Interior / Information in hand
Separate
Distinguish the details that matter to this particular conversation from information that is secondary.
On the table
The question asked. The details connected to it.
Set aside for now
Background that can wait. Topics for another conversation.
Explain
Bring the relevant points back into a clear discussion the customer can follow.
Next
Direct the customer toward the appropriate available option or next conversation.
Option or next conversation
Useful answers take attention to the details behind the question. That is the part of the job Garage Digital values most.
Clear means specific.
Five rules Garage Digital uses whenever it talks about insurance. They are standards the company expects from its own communication, written down so everyone works to the same ones.
Use the actual term.
If an insurance term matters to the conversation, name it and explain it rather than replacing it with vague language.
Separate fact from example.
Illustrative situations should be recognizable as examples, never read as promises.
Keep conditions attached.
Limits, deductibles, exclusions and other relevant conditions belong with the coverage being discussed, right next to it, under the same headline.
Answer the question in front of us.
Keep the conversation focused enough that customers can see what is relevant to them.
Leave room for questions.
Insurance decisions can involve details worth discussing, so customers should always be able to ask for clarification.
Fig. 03 / Bodywork, reflected light
The questions behind the answer.
Some conversations move quickly. Others need the team to stop for a moment and work out what needs clarifying before going further. These are the questions Garage Digital asks itself when working with customer information.
Scroll →
Frame 01 / Review area
What is the customer actually trying to decide?
Frame 02 / Notes
Which information is relevant to that decision?
Frame 03 / Adjacent space
Is a term being interpreted differently than intended?
Are two options being compared on the same basis?
Frame 04 / Conversation
Is an important condition being overlooked?
Frame 05 / Vehicle
Does something need further clarification before the conversation continues?
Speed is useful when the information is straightforward. Attention is more useful when a detail deserves another look.
Workspace / 00
What gets our attention now.
Priority 01
Better organized information.
Make it easier for customers to move between Auto, Life and Travel conversations without important details becoming difficult to find.
Fig. 05 / Garage exterior, blue hour
Priority 02
Clearer explanations.
Continue improving the way policy terminology, options and relevant conditions are communicated in ordinary language.
Useful conversations.
Keep customer interactions focused on the decision or question that actually brought the person to Garage Digital.
Auto.
Life.
Travel.
Auto remains a major part of Garage Digital, while Life and Travel allow customers to bring several important insurance conversations to one recognizable company.
Message Us
GARAGE DIGITAL
Auto / Life / Travel
Bring us the insurance question.
We'll help you sort it out.
Auto, Life and Travel insurance. Pick a bay below to find what you came for, or pull into the lit one and send us your question.
Garage Digital is a brand operated by Nine Sigma Network LLC.