In the event that you have ever had a shared website hosting account before or you have dealt with any kind of online service, you are probably aware from your own experience that for many things it is better to talk to a live person on the telephone instead of exchange support tickets or e-mail messages. If you want to find out more about a specific service before you buy it or if something small-scale needs to be made, for instance, it will be easier and a lot faster to get it done live. When you are able to talk with representatives over the phone, it's also very likely that you're dealing with an actual web hosting provider, not a reseller. The type of support that you will get by phone may differ between different providers - from general matters to experienced tech support. Typically most of the providers offer pre-sales assistance and first level phone support, while more complicated tech issues are managed through electronic mail and tickets.