So you want to know why your web hosting company doesn’t provide phone support. Many companies (including web.com) are now telling customers to email for support. Here is my take on the issue: technical support is not well-suited to the telephone. Relaying URLs, complex error codes (Like the email error), program settings, file paths, etc. are awkward by voice at best. Because this is a print format we’re dealing with (printed on the screen that is) it transfers natively to a print-based/visual support system such as e-mail or a helpdesk. There is no efficient or accurate voice replacement for copy/pasting a line, or taking a screenshot. Trying to do these things by voice is frustrating and time-intensive.
Another problem is history. With a voice conversation a person (tech or customer) can’t go back and review verbatim of what was said. However the ticket/e-mail based system does offer this ability. In a way the client’s tickets become a knowledge base for them. It is also your proof as a host — in black and white — that issues have been resolved and aren’t sitting out there unfixed. (Which we is needed in the case of a BBB complaint and chargeback).
And finally there are basic learning models and lazy human nature. If a person knows that getting something done is as easy as placing a phone call, they invest nothing in the activity nor do they learn from it. Because so little is invested in the inquiry, it is likely they will end up simply calling you again the next time they need the same thing or something else done. Whereas if a person actually invests themselves into deciding what the proper question is, providing the needed diagnostic information and then reading through in comprehending replies/screenshots — they learn something. (This is the principle behind homework from school, too!) With that basis they are better prepared to handle the next crisis when it arises, and it may well be they now understand enough that they don’t need support the next time around.
But ultimately, when you complain why your web hosting company isn’t providing phone support, consider this: How much are you paying, $5.95 per month? Well, you’re getting what you’re paying for…