In case you've ever had a shared web hosting account in the past or you have dealt with any other type of online service, you are probably aware from your own experience that for many things it's better to talk to a live person on the phone than to exchange support tickets or email messages. If you'd like to learn more about a service before you decide to purchase it or when something small should be done, for instance, it will be far easier and faster to get it done in real time. When you're given the option to talk with representatives over the phone, it is very likely that you are working with an actual website hosting supplier, not just a reseller. The type of support that you'll get on the phone may differ between different companies - from standard matters to expert technical support. Typically most of the suppliers will offer you pre-sales assistance and first level phone support, while more complicated technical issues are managed through e-mail and / or tickets.