Nora answers. Always.
Whether you're up on a roof, lying under a car or finally sitting on the sofa at eleven at night: Nora answers your phone, gives your customers the right information and books the appointment straight away. She knows your prices and your way of working, and she never calls in sick.
Replaces a receptionist. Roughly one day's wages for an office employee per month, and you keep the rest.
Nora is the first voice your customers hear. She doesn't sit behind a desk, but in your phone system, your inbox and your website. She's built around your business: she knows your opening hours, your rates, your service area, the brands you work on and the things you'd rather not do. When a customer asks "do you do heat pumps as well?", Nora knows the answer because you told her once.
She's not an answering machine and not a phone menu. She has a normal conversation, in plain language, and she knows when to stop: an angry customer, a gas smell or a question she isn't sure about, she passes straight on to a human. You or your colleague then get a message with everything that was said.
The biggest difference from a human receptionist: Nora is also there at seven in the morning, on Saturdays and during the summer holiday shutdown. And she never forgets to put an appointment in the diary.
What Nora does
She takes every call, day and night
Nora picks up within one second, with the name of your business. She listens to what the customer wants and asks the questions you would ask too: which appliance, which brand, what's the address, when suits. She speaks calmly and briefly, without a robot voice and without "press 1".
What you still do: you decide in advance what Nora may and may not say. Anything she isn't sure about, she notes down as a question for you.
She gives the right information about your business
Opening hours, rates, what a service or inspection involves, which brands you work on, which municipalities you cover, how long a call-out takes. Nora gets that from the knowledge we build up together with you, and from your own website. If you change your prices, Nora checks every morning whether anything has changed and adjusts her answers.
What you still do: you provide the prices and the exceptions. Nora never makes one up herself; if she doesn't know something, she says so honestly and has someone call back.
She books the appointment straight into your diary
Nora looks at your schedule, takes into account your service area, the duration of the job and surcharges such as a roof-mounted boiler or an evening appointment, and offers the customer three slots. Once the customer chooses, the appointment is in your diary and the customer gets a confirmation by email or text, with a link to reschedule or cancel themselves. The same booking engine also runs on your website, so a customer who'd rather not call can still book their appointment at night.
What you still do: you or your planner see every new appointment on the call screen and can always move it.
She recognises your regular customers
If someone who's already a customer calls, Nora knows. She first confirms the name, and then only mentions the date and part of the day of the scheduled appointment. Never an address, never an email address: whoever calls only hears what they already know.
What you still do: your customer records stay with you. Nora reads, she shares nothing she isn't allowed to share.
She takes messages and passes them on immediately
If Nora can't handle something herself, she takes a message: who, about what, how urgent, which number. That message reaches you on your mobile within a minute. A question for the technician ("can he bring a new thermostat?") goes straight to the technician visiting that customer.
What you still do: you call back when it suits you. Nora has already had the conversation and asked the question.
She knows what to do in an emergency
Gas smell, CO alarm, water leaking from the boiler: Nora recognises how serious it is. With a gas smell she tells the customer to turn off the gas tap and ventilate, marks the message as urgent and texts you immediately. If you want, she puts such calls straight through to an on-call mobile.
What you still do: the technician decides and drives out. Nora makes sure he knows within a minute.
She keeps your inbox in order
Nora reads incoming emails and sorts them: appointment request, complaint, request for a copy of a certificate, order, invoice question. For each email she prepares a draft reply and creates a task. Complaints always go to a human, without an automatic reply. Nothing goes out until someone on your side clicks "send".
What you still do: you read the drafts and send them, or adjust them. Nora saves you the sorting and the typing, not the decision.
She replies on chat and WhatsApp
The same Nora who answers the phone also replies in the chat on your website and on WhatsApp. Same knowledge, same tone, same rules. A customer who sends a photo of their error code at ten at night gets an explanation and a suggested appointment.
What you still do: you can see every conversation afterwards and can always take over yourself.
She sends reminders and follows up
The day before the appointment, the customer gets a reminder. If it doesn't suit, they can reschedule with one click, so your technician isn't left standing at a closed door. Anyone who doesn't show up gets a friendly message from Nora with a new suggestion.
What you still do: you decide the tone and timing of the reminders.
A day with Nora
Prices checked
Nora checks whether your rates page has changed and adjusts her answers.
First call
A customer from Koksijde wants an inspection. Nora books Thursday 13:00 and sends the confirmation.
Email sorted
Seven emails: three appointment requests (draft ready), a certificate copy (first checked whether the customer is known), a complaint (to you, without a reply), two adverts (deleted).
Technician helped
A customer calls: "can he take a look at the thermostat too?" Nora sends the question to the technician visiting at 14:00.
You're still on the road
Four calls after closing time. Three appointments booked, one message for you: a quote request for a new boiler.
Photo of an error code. Nora explains what the code means and suggests an appointment.
Reminders
Tomorrow's customers get their reminder, with a link to reschedule.
How to put Nora to work
At a heating installer
Booking services and inspections while you work
Nora knows the difference between a service, an inspection and a repair, and factors in the right duration and surcharge.
Explaining error codes
A customer reads out a code; Nora says whether it's urgent and books the call-out straight away.
Gas smell and CO
A fixed protocol: tap off, ventilate, technician alerted, you called.
At a garage
Scheduling services, inspections and tyre changes
Nora asks for the number plate, mileage and what needs doing, and puts it in the workshop diary.
Opening hours and prices
She passes on the guide prices you gave her, and says honestly when something can only be quoted after a check.
"Is my car ready?"
Nora checks the schedule and passes on the status, without your colleague having to come out from under the lift.
How we set up Nora
We listen first
A one-hour conversation about how you answer the phone: what you say, what you ask, what you never promise.
We build Nora on your knowledge
Rates, service area, brands, frequently asked questions, your diary. From your website and from that conversation.
You call her yourself
You get a number and call Nora as a customer. Whatever isn't right, we adjust until it is.
We connect everything
Your phone number, your diary, your inbox, your site. For your customers nothing changes, except that the phone always gets answered.
We follow up
Every month you read in plain language what Nora did, where she hesitated and what we adjusted.
What Nora doesn't do
- She doesn't give prices you haven't given her, and she doesn't make up availability.
- She doesn't answer complaints herself: they always go to a human.
- She doesn't send a single email without someone on your side approving it.
- She never shares addresses, email addresses or invoices with a caller.
- She doesn't pretend to be a human if someone asks.
What Nora works with
Your phone number
Your existing number stays. Nora answers first, or only when you don't pick up, or only outside opening hours. You choose.
Your diary
Google Calendar, Outlook or the schedule in your own software.
Your inbox
Gmail, Microsoft 365 or a standard mailbox.
Your website
Booking form and chat in your house style.
WhatsApp Business
Same Nora, same knowledge.
Your customer records
Teamleader and similar packages, so she recognises regular customers.
Safe and under control
Nothing goes out automatically: emails and messages to customers are drafts until someone on your side approves them, except the appointment confirmations you have set up yourself.
Every conversation is logged, so you can always read back what was said.
Your customer data stays in your systems. Nora reads what she needs and stores nothing separately.
If she's in doubt, she passes it on. Better to go to a human once too often than to give a wrong answer once.
What you get
- Answering the phone 24/7, tailored to your business
- Booking appointments in your diary, with confirmation and rebooking link
- Messages and questions for the technician, straight to your mobile
- Email sorting with draft replies
- Chat on your site and WhatsApp
- Reminders and follow-up of no-shows
- Monthly follow-up and fine-tuning by a human at Voorop
Good to know about Nora
Can customers tell it isn't a human?
Nora introduces herself with her name and the name of your business. If someone asks whether she's a human, she says honestly that she's the digital receptionist. What matters most to most customers is that the phone gets answered and the appointment is booked straight away.
What if she can't answer a question?
Then she says so honestly, notes down the question and promises that someone will call back. You get the message immediately.
Does she answer all calls, or only when I can't?
You choose. Many businesses have Nora answer first during working hours and always outside them. Others only when nobody picks up within twenty seconds.
Can she handle several calls at once?
Yes. Two customers calling at the same time are both helped straight away. Nobody hears an engaged tone any more.
What happens with a complaint?
Nora listens, takes notes and promises that a human will call back. She doesn't argue and doesn't promise anything. You get the full story.
How quickly is she ready?
After the first conversation we build her in a few days. Then you test her yourself until she sounds the way you want.
Meet the others
Want to hear how Nora answers your phone?
Request your demo. We build Nora to fit your business, you call her yourself and hear how she talks to your customers. Free, no obligation, within a few days.
- Three fields, that's all you need
- No sales pitch, we just build
- You get a number you can call, not a PowerPoint