My biggest issue with HipChat is the inability to run multiple organizations on the same client. The video and audio "premium" features are really a terrible idea as there's Skype, Google Hangouts, UberConference, and similar for that and they are free and core businesses and Atlassian cannot and should not attempt to compete with those!
Since they've added the video chatting, we've been loving it. There's a single button to click, it Just Works, etc.