In today’s on-demand world, consumers expect fast, seamless solutions, especially when they need help. For any company that operates a call center, the stakes are high: every inbound support call costs money, strains resources, and risks customer frustration. That’s where call center deflection becomes a strategic advantage — and Branch can help you do it smarter and at scale.
What is call center deflection?
Call center deflection is the process of reducing inbound calls by guiding customers to self-service options — usually through mobile apps or digital channels — before they ever speak to a human agent. It’s not about avoiding service; it’s about providing faster, more convenient support while cutting cost-to-serve.
Whether you’re in healthcare, e-commerce, telecom, or banking, driving customers toward self-service is a win-win. And with deep linking technology from Branch, you can make those transitions effortless.
Deflect calls with smarter support links
Branch makes it easy to route users from any channel — SMS, email, chatbot, push notifications, QR codes, or even during a live call — directly to the right place inside your app. Think of it as a shortcut that eliminates frustration and confusion.
We’ve seen brands effectively utilize call center deflection in a variety of ways, including:
- Account management
- Card or product activation
- Document uploads
- Billing and payment screens
- Family member additions
- Promotion or referral activations
By meeting users where they are, and guiding them to the exact screen they need, you eliminate the steps (and friction) that would otherwise land them in your call queue.
Understand what’s working with attribution for support links
Branch’s attribution tracks which support messages and channels are actually reducing calls so you can optimize your customer support strategy over time.
Want to know if your SMS with a deep link is more effective than your email? Or which chatbot flows lead to resolved issues without human intervention? Branch gives you the insights to find out.
And it doesn’t stop there. Branch also shows how users move among channels, where they drop off, and which journeys lead to resolution or conversion. That means you’re not just deflecting calls; you’re actually building better customer experiences.
A mobile-first strategy that saves money
Mobile apps offer 24/7 convenience and are far more scalable than call centers. With Branch, you can drive app adoption and increase engagement with deep links that:
- Drive pre-call education or onboarding
- Provide real-time assistance during a call via SMS or push
- Promote new features post-call to build long-term relationships
Companies that adopt a mobile-first approach see major savings by minimizing call center volume, eliminating paper mailings, and reducing agent intervention — especially in high-cost scenarios like account management, identity verification, and application processing.
According to industry data, each call center interaction can cost over $5 per call. Multiply that by thousands of calls a month, and the savings from call deflection become massive.
Use case examples from top brands
Global brands like Reddit, Instacart, Zocdoc, and Western Union use Branch to streamline their support and engagement efforts. Here’s how companies put Branch to work:
- QR codes on mail or packaging drive users to paperless opt-ins or activation screens
- Deferred deep links in SMS drive app installs and immediately open relevant support content
- Email or push notifications link directly to features like check deposits, billing info, or status updates
Make support seamless and scalable
If you want to improve digital KPIs, reduce your support costs, and deliver customer service that actually delights, Branch is a no-brainer. Our powerful deep linking and attribution tools are built for enterprise scale and support over 100,000 brands worldwide.
Whether you’re a fintech company trying to reduce loan application call volume or an online retailer guiding returns through your app — Branch helps you deflect calls, reduce friction, and grow revenue.
Ready to optimize your call center strategy? Connect with us!
