The Question That Broke the Warranty Team

This article is part of Built to Win — a series for forward-thinking homebuilders who know that today’s buyer experience isn’t just a handoff — it’s a competitive advantage. From CX to AI to brand loyalty, we’re unpacking what the best builders do differently (and how you can, too).

They thought it would be a quick fix.

A buyer had emailed in asking if they were supposed to get two garage door openers or just one. Simple enough, right?

But that email wasn’t the only one.

Behind it were five more just like it. Then ten more. Then a call. Then a DM.

By Friday, the warranty team wasn’t resolving issues — they were triaging inboxes.

According to the 2024 Home Buyer Conversion Report by Bokka Group, post-close buyer engagement is surging — and most builders are struggling to keep up without scalable systems in place.

Death by a Thousand Questions

The most common buyer questions aren’t about cracks in the drywall. They’re about:

• When garbage gets picked up

• Where to find appliance manuals

• Whether the landscapers are scheduled yet

And the problem isn’t that these questions exist. It’s that they get routed to the same people responsible for actual service and warranty.

So instead of doing the work, teams are explaining the work.

Over and over and over again.

According to a 2025 study by B2B Reviews, 61% of buyers say poor post-possession communication negatively impacts their satisfaction with the builder.

A Smarter Front Door

That’s why HomieAI™ exists — not to replace your team, but to guard their time.

When buyers have a question, Homie responds instantly:

• With the right answer

• Pulled from your process

• In your voice

The result? The signal gets through. The noise gets filtered.

Warranty teams work on what matters. CX leads aren’t chasing info. And no one’s trapped in the same copy-paste replies week after week.

As noted in the 2024 State of CX in Residential Construction by Avid Ratings, builders who implement predictive customer service tools see a 2× increase in staff satisfaction and retention.

A New Baseline

HomieAI doesn’t just handle questions. It changes the baseline:

• Faster response times

• More confident teams

• Happier buyers

And fewer moments where someone says, “I thought someone else was handling that.”

Because when communication is clear, the work gets lighter.

And your team finally gets to do what they’re best at — not what they’re buried under.

📚 Built to Win — a series for builders who aren’t afraid to level up. Keep going →