In the event that you've ever had a cloud web hosting account in the past or you have dealt with any kind of online service, you are probably aware from personal experience that for a lot of things it's better to speak with a live person over the phone instead of exchange tickets or emails. If you'd like to know more about a specific service before you buy it or if something small-scale has to be done, for instance, it will be much easier and quicker to get it done real-time. When you're given the option to speak with representatives over the phone, it is very likely that you are using the services of 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 standard matters to experienced tech support. Usually most providers offer pre-sales assistance and first level phone support, while more complicated tech matters are resolved through e-mail and / or tickets.