I see where these people are coming from when they suggest ******* but you have to remember: ******* is primarily targeted at a GAMER audience. Not to say most of the demographic targeted by MPGH is gamers however MPGH has a HUGE Social Engineering following now so it's hard to make that assumption. Further, Skype is so convenient as people just have it by default. Personal reasons, gaming, etc. It's used for a variety of purposes, it's simple, versatile. P2P sucks though.
I wouldn't recommend ******* for your service because probably 99% of all customers will have to then get a entirely new IM service just to use you. Although ******* has web app support and is quite well optimized, people don't like signing up for things, they like convenience and probably would end up just PMing you.
I'd recommend something maybe like AIM? I think more people would have that than they would have *******.
Either that or convert your organization to mobile and use WhatsAPP.
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I agree about ******* but the same applies to any other application or service. Skype is the most common, period.
Some people would step away from using such apps/services. So the best it to keep Skype or if that is not a solution to Paradise then whatever he ends up choosing will lead to some people to not use his services, at least.