In the event that you have ever had a shared website hosting account in the past or you have dealt with any other kind of online service, you are probably aware from personal experience that for a lot of things it's better to speak with a live person on the phone than to exchange tickets or email messages. In order to find out more about a service before you decide to buy it or in case something small-scale has to be done, for example, it'll be far easier and a lot faster to do it in real time. If you are able to talk with representatives by phone, it is also very likely that you're dealing with an actual web hosting supplier, not a reseller. The level of support that you'll get on the phone may differ between different companies - from very general issues to professional tech support. Usually most providers offer pre-sales assistance and 1st level phone support, while more complicated technical matters are managed through email and tickets.