Salesforce CRM Troubleshooting

We have used the business version of SalesForce since 2006 and love it. What I don't love is that when I send out an email through SF, the returning email from the client goes into my mailbox and not back to SalesForce. This means more work to copy and paste (really) the reply back into SF. I'd like a consultation to understand what we would need to do or add to SalesForce for that to happen. Or, if we should move to a different CRM that can handle this.

Especially in these times, our staff needs to be very efficient and focused on our clients. A volunteer would take great satisfaction in helping us to help more non-profits to reach and empower youth.,

We use SF and are ready to share credentials with a volunteer. We’ll come prepared with details about the specific problem we are trying to solve and our goals for using the CRM, and a list of any other tools or software we use.