If you have ever had a shared web hosting account in the past or you've dealt with any other type of online service, you are probably aware from personal experience that for some things it is better to talk to a live person over the phone than to exchange support tickets or e-mail messages. If you'd like to know more about a service before you order it or when something small-scale should be made, for instance, it is much easier and a lot faster to do it real-time. When you are able to speak with representatives by phone, it's also very likely that you're using the services of an actual website hosting supplier, not just a reseller. The type of support that you'll get on the phone varies between different suppliers - from very general matters to experienced technical support. Generally most of the suppliers offer pre-sales assistance and first level phone support, while more complicated tech matters are resolved via e-mail and / or tickets.