Yamaha Store Roskilde
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Denmark’s leading Yamaha dealer, six years in a row
Yamaha Store Roskilde (YSR) is Denmark’s leading Yamaha dealer, recognised as Yamaha Dealer of the Year for six consecutive years. The store offers both new and used motorcycles, motocross bikes, and ATVs, alongside a wide selection of gear, spare parts, and accessories.
Beyond sales, YSR also supports riders through motorcycle rental, winter storage, and a professional workshop that helps with everything from service to repairs. With that breadth of products and services comes a high volume of questions from both new and experienced riders.
When customers browse online, they want answers right away
Customers often arrive with practical questions before they are ready to buy or book, for example about model differences, spare parts, service agreements, workshop booking, opening hours, or rental options. If answers are hard to find, it creates friction and slows the buying and booking journey.
YSR wanted to give customers faster help exactly when the need arises, and to create better insight into the questions that repeat, so the website can be improved and aligned with customer needs.
A digital customer service assistant, and insights that improve the website
YSR implemented Karla on their website as a digital customer service assistant available 24/7. Karla answers questions across products and services, from motorcycles and spare parts to workshop booking, opening hours, and rentals. This gives customers quick guidance, and helps them move forward without waiting.
At the same time, Karla provides valuable insight into customer behaviour. In the backend, YSR can see which questions come up most often, and where the website lacks information. That makes it easier to improve content and structure over time, so customers find what they need faster.
“We experience faster service and answers to customer questions. We also gain insight into the missing information on our website, because we have full visibility in the backend where we can see what customers ask about. At the same time, we experience fast service and response time from Karla’s support team when it comes to questions and setup.”
Jon Jørgensen, CEO at Yamaha Store Roskilde
By handling the most common questions automatically, the team gets more time to focus on the inquiries where personal contact and expert advice make the difference, so Karla becomes a supplement to strong customer service, not a replacement.
