Personally, I prefer Skype for video and WhatApp for chat, even thou the former is a battery hog. Google hangouts isn't as polished as Skype. Maybe in 2-3 years and Google stops changing things, it will be on par with Skype. Then it would bug me a bit if they integrate it too much with Google+, but if it is better than Skype, I would still switch. But by that time, I expect Microsoft to make some nice integration leaps with Skype.
However I wouldn't push either on the "It just needs to work" crowd. Reality is people don't want to learn what they consider is IT. They just want to do their thing they want. FaceTime integration with the phone app, AppleID, and overall interface is just easier. Also, the software & hardware is fairly standard across the user base. The whole ecosystem plug&play integration and Apple's focus on the 70% results in just a nicer overall package.
Sadly, I think Microsoft will catch up to that ecosystem & integration concept sooner than Android. I have given up on HTC and Motorola. HTC could have been king and they messed it up by market fragmentation. That leaves Samsung and Sony. The former is aiming for market share (I hope) and thus isn't focused on standardization & simplicity yet. The latter's road maps and napkin notes look amazing for a social collective, but sucks at execution. Amazon is too focused on... Amazon. And all of them want to build individual ecosystems and social networks. They have neither the social brand value nor unified market share to succeed at it. Wish Google would rein them in under the Android logo.
Also, Apple has cellular partners all over the world who focus on making Apple products work well within their network. Android vendors have only generic Android support and only Verizon does anything serious for Droid here in the US.