If you have ever had a website hosting account in the past or you've dealt with any other online service, you probably know from your personal experience that for a lot of things it's better to speak with a live person on the phone instead of exchange support tickets or emails. If you want to learn more about a specific service before you decide to order it or if something small should be made, for example, it is really easier and faster to get it done live. If you're able to talk with representatives by phone, it's also very likely that you're using the services of an actual website hosting supplier, not a reseller. The type of support that you can get over the phone may differ between different providers - from general matters to experienced tech support. Typically the majority of suppliers will offer you pre-sales assistance and first level phone support, while more complex technical matters are resolved through email and / or tickets.