Help us Help You – A Primer on White Cloud Customer Service

Help us Help You – A Primer on White Cloud Customer Service

March 2, 2016

Here at White Cloud, we can say that we value our customers to the highest degree. One of the things we pride ourselves on is providing a multitude of venues for our customers to contact us with any questions or concerns, or even just to place an order. While the platforms for contacting us are numerous, some may find them daunting to some degree. With that in mind, we’d like to offer some tips, insights and suggestions into making that process a bit less overwhelming for you, our valued customer. First off, let’s take a look at the different methods we have available for contacting us here at White Cloud Central.

The Best Ways to Contact White Cloud

Phone: We sometimes hear folks apologize for giving us a call, more so when it’s only to place an order or to ask a question. Never be shy in giving us a call. We love to hear from you! We know that some folks find the website a bit confusing, while others may have Internet problems, and some may simply enjoy having a human to speak with–that’s what we are here for. Please don’t hesitate to give us a call, even if you only have a question or two. Please bear in mind that we are available in the office during weekday business hours (Monday through Friday from 9am to 5pm ET), but if you do call after hours, you are welcome to leave us a voicemail message and we will get back to you as soon as possible on the next business day.

White Cloud Live Chat

LiveChat: White Cloud’s Customer Service Sentinels can also be reached via LiveChat through our website—just look at the bottom right corner of any page of our website for the blue tab that reads “Chat with us now!” If you look for this option after business hours, the blue tab will read “Leave us a message” and any messages you leave will be sent to us in the form of an email. While we do not generally take orders through our LiveChat service, we invite you to ask any questions you may have, from checking on the status of a delivery to requesting a warranty replacement. We also have a LiveChat feature available through our Facebook Fan Page, so if you’re ever catching up with social media and land on our page with questions, be sure to click the “LiveChat with us” tab! Customer Service is available via LiveChat on Facebook and our website during business hours; however, please feel free to leave a message if LiveChat is unavailable.


Email: A great many of our customers communicate with us through the tubes and wires of the interwebs via email. Just like using LiveChat or giving us a call, we are more than happy to field your questions or concerns this way as well. This is also a great method to drop us a line if you are an international customer or if you need to contact us after hours. Our Customer Service Team always answers emails as promptly as possible and never leaves anyone hanging. You can send an email anytime through the contact form on our website.

No matter which platform of communication you choose to use, we here at White Cloud Central will be happy to assist you. If we are not readily available, please leave us a voice message by phone or send us an email letting us know how we can help you and we will get back to you as soon as possible. All messages made during business hours are responded to the same day, so you can be sure to get a reply in as timely a fashion as possible.

A Primer on White Cloud Lingo

While we have our own verbiage for our products, many of our customers have adopted their own lingo to describe what they want. Our Customer Service Sentinels have heard our cartridges called tips, cigarettes, chargers, cartilages, refills and “the thing that I got the last time I ordered”. Batteries can sometimes fall under the categories of sticks, stems, the long part, the part that lights up, and “the thing that I got the last time I ordered”. No matter what lingo our customers use, we can always figure out what it is our customers need.

With that said, we do need to have some very specific information in order to make sure the right product is going out the door to a customer or to be sure the proper troubleshooting is applied. In the case of a general order for cartridges or disposable e-cigs like our Flings, its always prudent to know the strength and flavor of the product you are looking for, as well as which type of White Cloud’s cartridges you are looking for: ClearDraw, ClearDraw2 or Invisi-Vapor. In the case of rechargeable batteries, knowing what type of battery one is looking for (we have three: the Cirrus 2, Cirrus 3 and Cirrus 3X) as well as the color of the battery will help ensure the right product is sent to you. When it comes to warranty replacements, we may request the battery type and color, as well as specifics about any charger or adapter replacements. We always do our best to make sure that we are on the same page with our customers so we can get the products they want into their hands in as timely a fashion as possible.

We hope some of what has been presented proves helpful. So don’t hesitate to contact us here at White Cloud Central as we are a rather friendly bunch of folks and are more than happy to assist our valued customers in any way we can!

Related: 5 Shipping Secrets to Getting Your E-Cig Order ASAP