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LivePerson Interview
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22 Questions and Answers by Rachelle Enns
Published February 18th, 2019 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
Job Interviews     Companies     Business     Marketing    

Question 1 of 22

Explain data visualization, and why it is important to a business.

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Answer Examples

1.

Explain data visualization, and why it is important to a business.

Data visualization is 'an effort to help people understand the significance of data by placing it in a visual context.' Since LivePerson focus' on business intelligence software focused on helping their customers to understand essential data, the interviewer needs to know that you see the significance in their business mission. Describe what you know data visualization to be, and why these services would be incredibly valuable to a business.

Rachelle's Answer #1

"I understand data visualization to be the art of showing essential data in an easy to absorb way. It is crucial to a business because what good is having all the data and analytics from your company if you do not understand it? Once a company can visualize and understand their most important data, they can then use that to leverage further success, and make critical business decisions."

Rachelle's Answer #2

"I explain data visualization as helping businesses to understand their data through the use of tables, charts, and other visual aids. Data visualization allows companies to transform their data into actionable insights, so it is incredibly important."

2.

As a leader in commerce messaging, LivePerson provides value to companies through chatbots which allow customers to message directly on their website pages. What's the benefit of messaging with a customer as they browse on a website?

Your answer to this question will tell the interviewer if you possess an understanding of challenges in e-commerce. To answer, you should first explain the challenges of selling directly on a website, then describe how having an AI-powered chatbot on the site lessens or eliminates each problem.

Stay away from focusing too much on e-commerce issues as you explain your answer. Touching on the challenges website sellers face should be viewed only as a chance for you to explain how messaging helps to resolve them, and what the outcome is.

Rachelle's Answer #1

"I know people begin their product research online, but usually want to speak with someone or collect information from various sources before making a purchase. Chatbots can answer questions that a website visitor has after reading through related content on the website, helps customers to compare products based on their preferences, and even alert them to promotions they may have otherwise missed. With messaging, customers can better complete their due diligence allowing conversion rates to increase."

Rachelle's Answer #2

"Many e-commerce shoppers abandon purchases online due to clunky product viewing and checkout experiences. Not only is an unsmooth experience frustrating, but it also makes customers feel unsure if they should continue as they start to worry about things that could potentially go wrong with their purchase. This is especially frustrating to sellers because they notice their products generating interest, but being lost right before completion of the sale. Having messaging on the site helps customers to address their concerns instead of allowing them to feel helpless or confused. It's a great way to reduce shopping cart abandons since the interaction it provides heightens customers' confidence."

3.

What marketing tools do you work with regularly and how do you stay current on development updates and new product releases?

Your interviewer wants to know how familiar you are with the industry's applications. They also want to know if you intentionally stay up-to-date on new programs, tools, and product developments.

You can list the most popular tools you currently work with or have worked with in the past, and mention whether you have worked on proprietary systems. Mention any skills with less common programs that are in demand.

Avoid mentioning programs that you haven't worked with for 3-5+ years, or any system you aren't comfortable enough to have a user-level technical discussion about. Also, don't mention proprietary systems by name unless they were built on a well-known framework where your knowledge could transfer.

Rachelle's Answer #1

"I've worked on CRMs like Salesforce and SAP, and other proprietary programs. I'm also very familiar with Wordpress, and content automation services like Buffer and Social Pilot. I take time out to review product release emails I receive to stay aware of new features in the programs I use regularly. I read new tool reviews on blog posts that I come across while researching new solutions for my clients. I also watch at least one video per week on my free time about marketing strategy; this is another way to hear about new tools and tricks this."

Rachelle's Answer #2

"Currently, I'm working in a number of customer relationship databases, design tools for content creation, content management system, marketing automation and analytics tools. I follow industry leader newsletters, listen to podcasts, and occasionally visit tradeshows to stay on top of upcoming technologies in my field."

4.

LivePerson seeks to hire those with strong problem solving skills. When were you able to successfully resolve a problem in the workplace?

Problem-solving and dispute resolution are critical skills to possess. Display to the interviewer that you are capable of problem-solving within the workplace. Talk about a time when you were creative, proactive, and displayed the leadership qualities required to resolve a workplace issue.

Rachelle's Answer #1

"In my most recent position we had a consistent problem with employees showing up late for their shifts or calling in sick at the very last moment. Rather than the typical documenting and reprimanding style that management usually takes, I decided to track the results of an accountability reward system. For 180 days, my employees were rewarded for coming to work 10 minutes early. Also, for every month with zero sick days, a bonus was added. In the end, we awarded those with perfect attendance a $600 bonus. The bonus' cost us less money, in the end than the cost of lowered productivity due to absent employees. The program was a success, and upper management chose to keep it implemented for another six months. We will re-assess in December, but it seems to be working very well."

Rachelle's Answer #2

"I was working in a clinic where the primary population was low income. We had a lot of concerns with patients not showing up for appointments when expected. The staff wanted to start double-booking patient time slots. Instead, I got permission to spend a day in a highly-rated clinic serving the same population. Instead of scheduling, they had these 'drop-in mornings' with a common waiting room. I took these methods and incorporated them into our setting. We did that twice a week, and it completely solved our scheduling problem."

5.

What type of work environment allows you to be the most productive?

Are you able to be productive in any environment? Are there particular types of environments that you find distracting? Discuss your preferences with the interviewer. Be sure to research the type of environment that is offered in this position prior to the interview.

Rachelle's Answer #1

"I understand that your work environment is very collaborative. I come from a similar environment and found that I could be very productive when there was the 'buzz' of a team around me. I can also be productive in quieter environments although that isn't my preference."

Rachelle's Answer #2

"I work well in a high pressure, demanding environment that requires you to work smart and make your mark. I am competitive in nature and love to be personally challenged."

6.

How would you explain machine learning to someone who does not know the industry?

Machine learning (ML) is a part of the AI field (artificial intelligence). Machine learning allows computer systems to 'learn' from the data and statistics that we provide to it. The interviewer knows that the better you understand ML, the easier it will be for you to explain the concept to someone outside of the industry, who may not be as tech savvy as you are. Try preparing a 2-3 sentence 'elevator pitch' on what machine learning is. Keep your reply as simple as possible, and give an example if possible.

Rachelle's Answer #1

"Machine learning is a term that refers to how computer technology is used to collect information about customers and businesses. The information is then used to help companies make business decisions related to marketing, advertising, and product development."

Rachelle's Answer #2

"To best way to explain machine learning to someone outside of the industry would be to give a relatable example. I like to use the example of the Hello Barbie toy. Using machine learning and language processing, Hello Barbie listens and responds to a child's questions. A microphone on the toy transmits the conversation to a hub. The recording is then analyzed to determine the appropriate response. Then, the correct response comes back to the child, in under one second. Answers are stored for future use, and used to help the machine 'learn,' ensuring more accurate answers as time goes on."

7.

Two popular channels LivePerson uses to communicate with audiences are SMS and social media messaging. Why would a seller be better served to promote limited-time offers on these channels rather than email?

Here, the interviewer wants to gauge the depth of your knowledge when it comes to different messaging channels and how their performance in marketing varies from one to the next. In this case, you will speak only about the channels they've mentioned, SMS and social media, in comparison to email messaging. To back your answer, you can cite statistics from respected industry sources or give an example of results that you have seen repeated throughout different campaigns you have worked on.

This is not the time to talk about customer channel preferences or other factors that drive the numbers you'll mention. For example, you wouldn't want to go too in-depth explaining that a lot of people are easier to reach via SMS text instead of email because it's more convenient to check a text message versus an email. You could, however, want to emphasize the number of customers that are likely to prefer text over email.

Rachelle's Answer #1

"A seller would be better off marketing using SMS or social text messages rather than emails. According to the American Marketing Association, the average open rate for emails is just over 20%. When you compare that to the staggering 95% open rate for messages sent on social and SMS channels, it's unquestionable that these kinds of messages will greatly increase the chances of potential customers seeing and being able to take advantage of promotions."

Rachelle's Answer #2

"From my experience, using SMS or social media messaging to reach customers provides you with almost instant access to consumers. Many consumers share the tendency to check text messages received on their cell phones or messages received on social media platforms before they will check an email. Reporting from a variety of campaigns I have worked in, shows that of the SMS and social media messages we send, 75% are read within minutes of being sent, compared to 25% of emails that are read within 5 minutes or less. This provides a seller with the advantages of speed and visibility - both elements that are very important to conversion."

8.

As a team member in our technical department, what do you believe will be the most valuable skill you have to offer LivePerson as we continue to strive to be a competitive player in marketing automation and various other marketing tools?

Hiring managers would like to see which technical skills you find to be your strongest assets and if those skills match with the needs of LivePerson. Be sure to select the technical expertise you are most confident about as they may ask more specific follow-up questions about your experience with that particular skill.

As you formulate your response, consider how your specific skill will help LivePerson remain competitive with its marketing automation platform and other online marketing tools. If possible, highlight how your ability may differentiate you from other candidates.

Rachelle's Answer #1

"I believe my web development skills would be an asset as LivePerson strives to reach its competitive goals. I have had years of experience developing websites with a vast array of capabilities for a variety of large companies. An important aspect of good web development is the ability to make the site user-friendly, and being able to balance that with the robust capabilities of the site. This is important when developing online marketing tools where many core users may have a non-technical background."

Rachelle's Answer #2

"Based on my knowledge and experience with Marketing Automation platforms, I am confident that my database programming skills would make valuable contributions to LivePerson's continuous efforts to remain relevant in the industry. As more companies look to make intelligent business decisions with a growing amount of data, analytical and tracking capabilities of Marketing Automation platforms will be a capability they will seek. I believe they will be looking for tools that offer powerful analytical capabilities. My database programming skills will help LivePerson improve its platform with increased efficiency."

9.

LivePerson provides businesses with a way to efficiently connect audiences to their brands using AI chatbots. What are some reasons that companies should consider using messaging to help with marketing to potential customers?

The interviewer asks this question to learn if you're familiar with chatbots, their use, and impact in marketing. You can talk about a few points of advantage when using messaging in digital marketing. First explain what the benefit is, then what the impact is to the company, the customer, or both.

When answering, do not go in depth with specific examples, but instead provide high-level responses.

Rachelle's Answer #1

"Messaging should be used in marketing because it allows customers to interact with ads or product listings instantly. In the past, if an online shopper saw an item they liked, they would need to click around on the company's website or even revert to search engines to find more information before deciding whether or not to make a purchase. With messaging, an online shopper viewing a product can ask questions and have them answered immediately through chat. This prevents the shopper from leaving the page the item is on and lowers the risk of them losing interest in it. It becomes convenient for them to get the information they need and complete their purchase all in the same place. In turn, customer satisfaction increases and so do conversions."

Rachelle's Answer #2

"Companies should use bots and messaging in marketing because it's a preferred method of communication for many consumers. They get to avoid sitting on hold while waiting to speak with someone, and the company saves money on call center staff. With chat, questions are answered instantly, and that makes it easy to buy. The convenience factor makes customers want to shop with the company again; that loyalty results in repeat purchases and word-of-mouth referrals. Ultimately, all of this will result in lower overhead and increased revenue."

10.

What gives you satisfaction in this particular career?

Job satisfaction is a major factor in whether people stay or leave their employers. Talk to the interviewer about what satisfies you about your career and why you continue to stay on this particular path.

Rachelle's Answer #1

"I am very satisfied in this career path and I believe it is because I am able to help people on a daily basis. It is important for me to feel as though I am contributing to my community and this career certainly generates those feelings."

Rachelle's Answer #2

"My satisfaction always comes from a job well done. I am self-led and disciplined so my satisfaction truly comes from within."

11.

How does data drive a business' success?

Data-driven decision making is becoming a more significant topic every year. Companies can leverage data analytics to determine:

- Productivity
- Competitive analysis
- How, when, and where products are used
- Customer demographics
- Pattern analysis
- Business growth

Talk to the interviewer about the ways that you feel companies can best use data to drive the success of their business.

Rachelle's Answer #1

"When I take a hard look at the many uses of data, I see that data can be collected in a plethora of ways to determine the success of a new product launch, competitive analysis, or patterns that occur, which may not be seen by the human eye. In my career, I have the most experience using data to help drive employee productivity and onboarding solutions which can save a company thousands of dollars."

Rachelle's Answer #2

"Data can drive every aspect of a business' success if approached and utilized correctly. In my experience, I have seen that companies underutilize what a full data analysis approach can do for them. Analytics programs should be set up for marketing, sales, employee productivity, product efficiency, competitive analysis and more."

12.

LivePerson believes that results should be measured to determine the success of marketing efforts. What are some key performance metrics you look at to decide whether marketing efforts have fallen short of, met, or exceeded expectations?

The interviewer wants to know about your knowledge of common key performance indicators across the marketing industry and how they should be understood regarding a successful or unsuccessful marketing campaign.

You should answer by listing the key performance metrics that are usually tracked during marketing campaigns.

Do not provide specific metric numbers from your current or last position. Be general by naming the metric rather than providing numbers which may be confidential, or more information than what the interviewer needs.

Rachelle's Answer #1

"Typical KPIs that should be measured to show whether a campaign has been successful or not are the value of spend, lead counts and source quality, the value of sales before, after and during the campaign, profit, and return on investment."

Rachelle's Answer #2

"KPIs can vary based on campaigns. If your main focus is to grow an audience, for example, it's important to look at growth in numbers of followers, engagements on social media and blog posts, referrals, and new email list subscribers."

13.

If you could start your career over again, what direction would you take?

A hiring manager will be able to tell a lot about your personality by learning about your other career interests. If you could do anything over, what would you do, and why?

Rachelle's Answer #1

"I certainly do not regret the direction I have taken my career; however, if I had to completely start over in a new direction I would likely pursue my Degree in Education and become a teacher. Both of my parents were teachers and they seemed to have a very fulfilling career. I enjoy coaching and leading others so, any tasks in my current career that related to these skills, are very welcome."

Rachelle's Answer #2

"I am very satisfied with the direction my career has taken. If I could change anything I would perhaps have furthered my education to include a more unique focus; however, I have no regrets!"

14.

As an active contributor to the development of LivePerson's products, it is helpful for technical team members to have some knowledge of or experience with digital marketing. What experience have you had with digital marketing?

Having some knowledge of digital marketing is helpful in the development of marketing automation platforms along with the various other marketing tools LivePerson may offer. Having a strong digital marketing background will allow you to understand better which product specifications and capabilities would be important for marketers managing digital campaigns. It is essential to, at least on a general level, understand the process marketers go through from planning to launching to tracking.

As part of your response, talk about why you think it might be essential to have this digital marketing knowledge. If you have not had digital marketing experience in a work setting, talk about what you know from your research and how having this knowledge helps you become a better online marketing platform/tool developer.

Rachelle's Answer #1

"Through my prior work experience, I had the opportunity to work with a few marketing teams tasked with the launch and management of digital marketing campaigns. My role was to ensure, from a technical perspective, that they had the necessary tools to launch and evaluate their campaigns successfully. Although this was not specifically a developer role, I learned a great deal about the needs of a digital marketer, and I believe, with the combination of this knowledge and my technical skills, I can make major contributions to LivePerson's marketing tools."

Rachelle's Answer #2

"Although I do not have direct experience working with a digital marketing team, I have an in-depth understanding of how digital campaigns are planned and executed. This knowledge is based on my experience as a customer receiving digital marketing pieces as well as research I have conducted. My understanding of the process digital marketers undergo to successfully plan and execute a campaign gives me a clear perspective on what capabilities they look for in a Marketing Automation tool or platform. My research included informational interviews with digital marketers in my professional network."

15.

One of the ways LivePerson helps digital marketing efforts is by interacting with customers where they're already spending tons of time. What are some channels where messaging could be most effective, and why?

When answering this question, the interviewer will be listening for clues as to whether you know where to reach customers and implement chat based on past experiences, or if your ideas are derived from speculation. If you have matching experience you'll want to confirm this, mentioning specific channels where customers were reached and the results. If you don't have matching experience, you should mention commonly-known channels where messaging can be used and provide a professional opinion on why it would likely be effective.

Try not to answer this question without some quantitative data. The decision to roll out a feature promoting products or services through any channel should be data-driven, and you need to demonstrate the ability to think analytically as well as have knowledge of current popular marketing channels.

Rachelle's Answer #1

"Recently, I ran a project where a bot was used in the client's strategy. Much of the client's audience was hearing of their product through advertising on Facebook, and a lot of messages with questions about it were being received there. Other potential customers would email questions in. The client had a lean staff, and sometimes, it would take them a full day to answer messages. Sales were being lost because many of the customers would not respond or have gone with an alternative by the time the client got back to them. When we activated the AI bot service on Facebook and encouraged customers to send inquiries via SMS instead of email, it immediately made an impact. Now the inquiries were being answered right away, and that allowed customers to decide on making purchases on the spot. This increased conversions by 75%. It also increased the average ticket amount and repeat purchases by 10% each. Once customers realized it was easy to buy from the client, that gave them the confidence to spend more and return for repeat purchases."

Rachelle's Answer #2

"I believe that messaging could be most effective in places like Facebook, on online ads, texting, Google, Apple apps, and on e-commerce sites. The average person spends twenty hours per week browsing the web and engages with a hundred text messages per day. There are over four billion active users on Facebook, Google, and Apple messenger combined. Communicating with customers on these channels where they're already comfortable with can significantly improve a brand's ability to connect with them and provide immediate value. The result of this will be revenue growth through increased referrals and in-app purchases."

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22 LivePerson Interview Questions
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Interview Questions

  1. Explain data visualization, and why it is important to a business.
  2. As a leader in commerce messaging, LivePerson provides value to companies through chatbots which allow customers to message directly on their website pages. What's the benefit of messaging with a customer as they browse on a website?
  3. What marketing tools do you work with regularly and how do you stay current on development updates and new product releases?
  4. LivePerson seeks to hire those with strong problem solving skills. When were you able to successfully resolve a problem in the workplace?
  5. What type of work environment allows you to be the most productive?
  6. How would you explain machine learning to someone who does not know the industry?
  7. Two popular channels LivePerson uses to communicate with audiences are SMS and social media messaging. Why would a seller be better served to promote limited-time offers on these channels rather than email?
  8. As a team member in our technical department, what do you believe will be the most valuable skill you have to offer LivePerson as we continue to strive to be a competitive player in marketing automation and various other marketing tools?
  9. LivePerson provides businesses with a way to efficiently connect audiences to their brands using AI chatbots. What are some reasons that companies should consider using messaging to help with marketing to potential customers?
  10. What gives you satisfaction in this particular career?
  11. How does data drive a business' success?
  12. LivePerson believes that results should be measured to determine the success of marketing efforts. What are some key performance metrics you look at to decide whether marketing efforts have fallen short of, met, or exceeded expectations?
  13. If you could start your career over again, what direction would you take?
  14. As an active contributor to the development of LivePerson's products, it is helpful for technical team members to have some knowledge of or experience with digital marketing. What experience have you had with digital marketing?
  15. One of the ways LivePerson helps digital marketing efforts is by interacting with customers where they're already spending tons of time. What are some channels where messaging could be most effective, and why?
  16. Reporting and analytics are crucial for LivePerson to monitor and gauge results, and demonstrate ROI to clients. What is an example of a report you've created for a client and how the data from it helped you to plan the next steps of their campaign?
  17. At LivePerson we seek to hire individuals who have ambitions of growing their career. Where do you see yourself in 3-5 years?
  18. Establishing a more meaningful connection with customers is a benefit of marketing plans that include LivePerson's messaging service. Can you provide an example of a campaign you ran where messaging was used as a main driver of brand loyalty?
  19. The technical team at LivePerson is made up of people with a wide variety of technical skills, some of who are highly specialized. How would you manage a technical team like this in order to successfully build competitive online marketing tools?
  20. In which ways do social media companies use machine learning?
  21. Can you describe a time a client required a customized marketing solution, your role in the process of creating and deploying it, and any collaborative efforts involved?
  22. One place LivePerson has found messaging to be especially useful is on pay-per-click ads. What are the benefits of integrating an AI chatbot into ad campaigns?
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