If you have ever had a shared hosting account before or you've dealt with any other kind of online service, you are probably aware from your personal experience that for some things it's better to talk to a live person over the phone instead of exchange support tickets or emails. If you'd like to know more about a particular service before you decide to order it or if something small-scale has to be made, for instance, it'll be much easier and a lot faster to get it done in real time. When you're able to seek the advice of representatives by phone, it's also very likely that you're working with a real website hosting supplier, not just a reseller. The level of support that you'll get over the telephone may differ between different suppliers - from common matters to expert tech support. Usually most suppliers supply pre-sales assistance and 1st level phone support, while more complex technical issues are handled through e-mail or tickets.