Our thesis here is that Twitter is a major channel for businesses to interact with existing and potential customers and is only going to get bigger.
Big companies are already deploying lots of resources in an attempt to find high quality engagement opportunities on Twitter. For example Microsoft employs a whole team of support folks looking for xbox related questions and making sure they get satisfactory answers.
Most companies aren't Microsoft and can't afford that type of resource outlay, but will also want to take advantage of this channel. We hope that InboxQ will be a tool that helps them do that efficiently.
Ultimately, our goal is to help reduce the transactional friction on the channel as a whole (ie the funnel you detailed above). This is the first step towards that goal.
Hope this helps answer some of your questions.