A live chat is among the many channels of communication provided by some hosting providers as part of their support service. Depending on the service provider, the chat is used for billing, pre-sales and/or tech assistance. This way of contact is faster in comparison to a support ticket and it'll make it much less likely to misspell or misunderstand anything as compared to a phone call with a representative. Furthermore, when the issue that you experience requires some time to be investigated and dealt with, you can do something different at the same time instead of just waiting, as you'd have to do if you call. Also, you can use a live chat support service free of cost provided that you have Internet accessibility even when your hosting supplier is located in another country and they do not have a local phone number that you can call.