That's a really big question. The main answer is client security, as we only accept technical or billing requests from a web based helpdesk interface, where the client has used their verified email address and password to log into, and make the request. This offers a very secure platform to perform sensitive technical or billing support for our clients.
If the request for technical or billing support was made over the phone, it's often very difficult to verify the authenticity of the person calling, that they actually are the account owner and not someone else.
Another reason is that technical support for a website is in its very nature quite technical, often requiring long URLS to be sent, and this is near impossible over the phone. Text based helpdesk tickets also give both parties a record or log of the support interaction, and this can be very handy to look back on down the track if needed.