In case you've ever had a shared web hosting account in the past or you have dealt with any other online service, you're probably well aware from personal experience that for some things it is better to speak with a live person on the phone instead of exchange support tickets or emails. If you want to find out more about a specific service before you order it or if something small-scale needs to be done, for instance, it'll be far easier and a lot faster to get it done in real time. When you're given the option to contact representatives over the phone, it is very likely that you are using the services of a real web hosting provider, not a reseller. The type of support that you can get over the telephone may differ between different suppliers - from very general issues to expert tech support. Generally most of the providers offer pre-sales assistance and 1st level telephone support, while more complex technical matters are resolved via e-mail and / or tickets.