In the event that you've ever had a shared hosting account before or you have dealt with any other online service, you're probably well aware from your personal experience that for many things it is better to speak with a live person on the phone rather than exchange support tickets or email messages. If you want to learn more about a service before you decide to buy it or if something small should be made, for example, it will be easier and quicker to do it live. If you're able to get in touch with representatives over the phone, it is also very likely that you're working with an actual web hosting supplier, not just a reseller. The level of support that you'll get on the telephone differs between different companies - from common matters to experienced technical support. Usually most of the suppliers offer pre-sales assistance and first level telephone support, while more complicated tech issues are resolved through electronic mail or tickets.