Why

At 200–500 inquiries/month across email, phone, and web form with 4–10 people touching members, a shared inbox plus a spreadsheet is already broken or about to break. The real signal in your message is "support tickets" and "products they're purchasing" — you don't just want a sales pipeline, you want one timeline per member that pulls from sales, support, and commerce. That's a contact-record-with-integrations problem, not a pipeline problem.

What you actually need

1. HubSpot Free CRM (free for unlimited users, paid tiers from ~$20/seat/mo if you grow) — gives you a contact record per member with full email + call logging, web-form capture native, and free native integrations with help-desk and most e-commerce platforms. The contact timeline is the feature you actually want.
2. HubSpot Service Hub free tier OR keep your existing helpdesk (Zendesk / Freshdesk / Help Scout) and connect it — so support tickets appear on the member's contact record, not in a separate silo your sales team never opens.
3. A habit — the Friday "cold member" sweep — once a week, filter contacts with "last activity > 30 days AND lifecycle stage = customer" and assign each to someone for a check-in. Engagement dies in silence, not in conflict.

Do this today

Go to hubspot.com → sign up for the free CRM with your work email → invite your 4–10 teammates from Settings → Users & Teams → Create user. Then connect your shared inbox via Settings → Inbox → Connect a channel (Gmail / Outlook / generic IMAP) and point your web form's submissions to HubSpot via the embedded form code. By tomorrow every email and form submission auto-creates a contact and you stop losing the thread.

What to ignore

Skip Salesforce Service Cloud and HubSpot's Sales Hub Professional ($100+/seat/mo) — both will be pitched to you the moment a rep sees "200–500 inquiries + support + commerce", and both are wildly over-spec'd until you've actually used the free tier and hit a real wall. Also ignore monday CRM and Pipedrive for this use case — neither handles the support-ticket-on-contact-record view natively without paid add-ons.

What doing nothing costs you

At 200–500 inquiries/month with no unified member view, a conservative 10% of members fall through the cracks between sales and support — that's 20–50 disengaged members/month compounding into churn you'll only notice at renewal.

When to revisit this

When your free HubSpot hits a usage limit (contacts, automations, or reporting) OR when support and sales start arguing about who owns the member relationship.