Often, working with a "cold" customer base in the messenger is based on the principle "we need to sell", and not "you need to buy". Who is the focus of the dialogue? On you and your product, but not on the desire of the client. If after the word "hello" you immediately impose your service, then how likely is the sale? This approach is perceived as spam. And don't be surprised by silence or irritated responses.
Photographer Alex writes 20 messages of the same type every day: "Hi! I do cool photo shoots, it costs 10,000 rubles, can you send examples?" Once every few days they answer him, but it's hard to call it a "stable stream". Most potential customers perceive the message as spam.
Most often, the customer first asks about the price of the product. They answer him, but do not enter into further communication. The silence of the client is perceived as a refusal. Communication can and should be continued.
Often, when asked about the price, only the price is answered, and if the client is silent, no one tries to talk to him. The client has come a long way: somewhere he found a store, chose, wrote and almost made a decision to buy. Do you work in marketing, make content, and all in order to answer so calmly and forget?
Customer requests are often answered with a standard blank. This is better than just leaving the question unanswered, and yes, this is an attempt to optimize the manager's time. But customers understand that they are being answered by a "robot". They no longer want to buy your product.
An individual approach is the very warmth of a human conversation, it "catches" the buyer. When a manager asks questions that are focused on the values and needs of the buyer, people are happy to continue the dialogue. Customers want to shop because they feel that they will be listened to and really helped.