In today’s homebuying market, customer expectations are higher than ever — especially during the construction process. Homebuyers aren’t just excited about their new home; they’re anxious. They want timely updates. They want transparency. And they want to feel connected every step of the way.
For many builders, meeting these communication demands feels nearly impossible without overwhelming their teams. Traditional methods like one-off texts, scattered emails, and inconsistent phone calls no longer cut it. The gap between what buyers expect and what builders can realistically deliver has become a major customer experience challenge.
At Bokka, we’ve spent decades helping builders bridge that gap. And recently, through interviews with builders across the country, we uncovered valuable insights about what’s working — and where there’s still room to improve — when it comes to buyer communication during construction.
Here’s what builders taught us.
Simple Communication Wins, For Everyone
One theme came through loud and clear: Simplicity drives adoption — both internally and with buyers.
Builders who successfully implemented structured communication tools (like Builder Signal) found that teams were quicker to buy in when the process was intuitive. Instead of burdening construction managers with complicated CRM tasks, these builders gave their teams a simple, repeatable system for sending updates that buyers loved.
“Uploading pictures is easy-breezy.”
– James Monroe Homes
When communication is easy for the team, it becomes reliable for the buyer — building trust without adding friction.
Predictability Calms Buyer Anxiety
Another key takeaway: Predictability is more powerful than perfection.
Builders reported that sending consistent weekly updates — even if minor — dramatically reduced buyer anxiety, questions, and complaints. Homebuyers weren’t demanding elaborate reports; they just wanted reassurance that things were moving forward.
“Customers anticipate and expect their regular update at the end of every week. It has eliminated 99% of unplanned interactions.”
– Scarmazzi Homes
Setting clear expectations — and consistently meeting them — creates confident buyers and fewer surprises.
Better Documentation Strengthens the Entire Organization
Beyond improving the buyer experience, builders noticed another benefit: Centralized construction updates helped internal operations.
Some builders integrated their photo timelines directly into CRM systems, giving warranty teams, customer service reps, and leadership easy access to a home’s full progress history.
“We copy the customer’s construction timeline into their CRM record so everyone in the company can access it.”– Holt Homes
Good communication doesn’t just serve buyers; it streamlines internal handoffs and helps resolve future service issues faster.
Listening Fuels Better Tools
Of course, no solution is perfect. Builders were equally candid about challenges they still face:
- Faster Update Posting: High-volume builders want even quicker ways to post updates, especially when managing dozens of homes at once.
- Mobile App Improvements: Builders need smoother mobile experiences for their teams in the field.
- More Control and Flexibility: Growing teams want to fine-tune workflows, organize photos better, and expand platform use beyond just construction teams.
This feedback isn’t just welcome — it’s critical. We’re already building these improvements into the next phase of our roadmap, because when builders share honest feedback, it makes the whole industry better.
Building a Better Buyer Experience Together
At Bokka, we believe that better communication = better customer experiences.
And better customer experiences lead to higher buyer satisfaction, stronger referrals, and more profitable homebuilding businesses.
If you’re thinking about how to improve the way you keep your buyers informed during construction — without creating extra work for your teams — it might be time to rethink your approach.
Let’s keep building a better industry together.
Want to learn more about how Builder Signal helps builders simplify construction updates and improve the customer experience?
Just reach out. We'd love to hear from you.
.png)
