How to move wholesale ordering from WhatsApp to a B2B portal

Understand why customers use chat

Customers may use chat because they cannot remember product codes, need to check availability or have agreed terms. If the portal does not address that need, moving the order online adds work. Review sales conversations you are authorized to use, identify recurring questions, and improve the catalog, search and visibility of customer terms.

Help a customer complete their first order

Choose customers willing to try the portal and help them sign in, find products and complete an order. For example, a salesperson might send a product link and guide the customer through the purchase. Ask where they would have given up. That observation tells you more than assuming an invitation is enough.

Maintain clarity between channels

A chat inquiry and a confirmed portal order should not become two orders. Use shared references and statuses so the team can distinguish a request from an accepted order. Chat can remain the place for conversation while the portal organizes the purchase.

Put it into practice

• Identify repeat orders and the questions customers ask before buying.
• Test sign-in, search and trading terms with customers.
• Keep support available while customers learn the portal.
• Avoid duplicating orders between channels.