In the event that you have ever had a website hosting account before or you've dealt with any other online service, you are probably aware from personal experience that for certain things it's better to consult with a live person on the phone rather than exchange support tickets or emails. In order to find out more about a particular service before you decide to order it or if something small has to be made, for instance, it is really much easier and faster to get it done in real time. When you're given the option to speak with representatives over the phone, it is very likely that you are dealing with a real web hosting supplier, not just a reseller. The level of support that you'll get over the phone differs between different providers - from general matters to professional tech support. Generally the majority of providers offer pre-sales assistance and 1st level phone support, while more complex tech matters are managed via email and tickets.